ICX Brand Engagement Director
Vertex Pharmaceuticals · Boston, MA
RoleLantern re-checked this role's application link recently and it was active — the employer has not confirmed it directly.
Role summary
Vertex Pharmaceuticals seeks a Director of Integrated Customer Experience to develop and execute coordinated healthcare professional and patient engagement strategies. This strategic role translates brand priorities and customer insights into activation roadmaps, oversees cross-functional execution, and identifies opportunities to leverage AI and digital capabilities.
What they're looking for
- Bachelor's degree required; advanced degree preferred
- 8+ years relevant experience in biopharmaceutical brand strategy, customer experience, or omnichannel digital engagement
- Expertise in customer journey activation, orchestration, and integrated customer experience engagement
- Experience managing external agencies, consultants, and vendors with quality oversight
- Demonstrated ability to serve as strategic thought partner to senior leadership with clear communication
- Knowledge of AI-enabled customer engagement and agentic AI use cases
- Experience establishing governance frameworks, operating models, playbooks, and performance metrics
What you'll be doing
- Translate brand strategy and customer insights into coordinated HCP and patient experience strategies with business units
- Define priority customer journeys, activation roadmaps, and end-to-end experience plans aligned to business objectives
- Coordinate activation priorities across channels and cross-functional partners to deliver cohesive customer-centered experiences
- Establish enterprise ICX standards, playbooks, and governance processes with clear KPIs and success measures
- Monitor external AI and digital landscape to identify high-value use cases for piloting and scaled adoption
Privacy & handoff
This role links to Vertex Pharmaceuticals's own application system. RoleLantern records your interest and checks the link, but the application happens on the employer's site and status updates may not come back to us. Clicking apply does not mark you as applied automatically.