Executive Director, Integrated Experience Planning
About the role
The Executive Director, Integrated Experience Planning will shape the patient and HCP experience strategy for assigned brands, translating business objectives, brand strategy, and behavioral goals into integrated experience, content, and channel decisions that drive customer behaviors and measurable business outcomes. Reporting to the Head of Customer Experience Planning and Optimization, this leader will guide the development, activation, measurement, and continuous optimization of unified experiences in close partnership with Marketing Strategy, Data, Insights and Analytics, Content, Product Management, Operations, Customer Engagement, other cross-functional teams, and external agencies. Success requires navigating complex brand, agency, and cross-functional relationships; establishing and communicating a strong point of view; using emerging insights and performance data to adapt plans; and driving clear decisions, accountability, strategic focus, and measurable impact through ambiguity.
Responsibilities
- Serve as Marketing Strategy’s primary CXPO partner to translate business objectives, brand strategy, customer insights, and behavioral objectives into integrated HCP and patient experiences, personalizing where appropriate to improve outcomes.
- Develop a clear point of view on the HCP and patient experience within the brand and category. Identify behavioral barriers, opportunities, and experience gaps to inform brand strategy and drive growth.
- Lead integrated experience planning to achieve business, brand, and behavioral objectives, aligning internal and external teams responsible for execution across the full customer experience.
- Directly manage and oversee the development, activation, measurement, and continuous optimization of Integrated Experience Plans through consistent application of IMPact planning standards.
- Collaborate with other cross