Director, Marketing- Digital Customer Experience

Key Responsibilities

Define and own a digital health roadmap with Digital Strategy & Operations and Market Access/Patient Support, targeting friction points across the patient journey (access to adherence).
Align solutions with brand imperatives to enable a positive customer experience from access through adherence.
Lead adherence program strategy and execution (patient support pathways, behavior-change interventions, partner enablement) to drive measurable persistence and outcomes with Brand, Medical, Field, and Digital teams.
Enable breakthrough digital health initiatives while meeting regulatory and data integrity standards.
Lead PrEP CX transformation (Voice of Customer programs, journey mapping, CX measurement frameworks).
Shape annual strategic and tactical HIV prevention plans by translating brand strategy into prioritized digital/CX initiatives with business cases, resourcing, and implementation roadmaps.
Drive execution and pull-through of digital CX optimizations supporting pipeline and lifecycle objectives; ensure scalability, integration, and field readiness.
Establish an insights-driven operating cadence using primary/secondary data; translate analytics into executive-ready narratives and action plans.
Advise on industry trends, competitive activity, and emerging digital capabilities to drive differentiated approaches.
Oversee end-to-end content review/approval via internal review and Med-Legal-Reg processes for quality, timely alignment, and production readiness.
Basic Qualifications

Bachelor’s degree and 12 years’ experience; or Master’s degree and 10 years’ experience; or PhD and 8 years’ experience.
Preferred Qualifications

CX acumen (CES, CSAT, NPS; journey mapping, VoC).
Digital/health tech background; ability to write clear business requirements.
CRM marketing experience (email/SMS/in-app) with patient support to improve adherence/persistency.
Executive leadership/influencing
egotiation skills across complex stakeholder matrices.
Strategic and analytical thinking; ability to synthesize data into recommendations.
Deep understanding of FDA regulations and US pharma marketing compliance.
Thorough understanding of managed market and access landscape.
People Leader Accountabilities

Create Inclusion
Develop Talent
Empower Teams
Benefits/Compensation

Salary range: $226,185.00–$292,710.00; may include discretionary bonus, long-term incentives, paid time off, and company-sponsored medical, dental, vision, and life insurance.
Application Instructions

Apply via the Internal Career Opportunities portal in Workday (for current employees/contractors).

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