Director, Global Medical Affairs – Omnichannel Transformation, Customer Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the design, innovation, and expansion of omnichannel engagement capabilities within Global Medical Affairs.

• Convert medical strategy, customer insights, scientific priorities, and key messages into cohesive, data-driven customer engagement strategies.

• Create comprehensive customer journeys that integrate digital, field-enabled, congress, third-party, web, email, social, and additional channels.

• Utilize segmentation, behavioral insights, customer preferences, and performance data to enhance the relevance and personalization of engagements.

• Collaborate with Scientific Communications, Publications, Medical Information, Field Medical, and content teams to enable scalable content and engagement.

• Establish content requirements, channel suitability, adaptation necessities, measurement methods, and opportunities for content reuse.

• Optimize content activation, navigate Medical/Legal/Regulatory review aspects, ensure channel readiness, and explore AI-enabled efficiencies.

• Identify, pilot, and expand AI-supported workflows, analytics, personalization, content discoverability, and innovative engagement models.

• Define success metrics and closed-loop learning strategies for continuous improvement.

• Transform data and insights into actionable recommendations for customer journeys, capability roadmaps, and resource prioritization.

• Develop frameworks, playbooks, templates, and standards focused on customer-centered engagement.

• Document best practices into actionable guidance for global, regional, and local teams.

• Facilitate education, workshops, and change management initiatives.

• Set up operational processes, governance standards, and partnership frameworks while ensuring compliance, quality, and scientific integrity.

• Lead through influence, mentor peers and partners, and act as a functional leader for omnichannel customer experience planning and capability development.

• Report to the Senior Director, Global Medical Affairs Omnichannel Center of Excellence.

⛳️ Requirements

• An advanced degree (MS, PhD, PharmD, or MD) is required.

• A minimum of 10 years of experience in the pharmaceutical, biotech, or life sciences sectors.

• At least 6 years of experience in Medical Affairs, digital strategy, omnichannel engagement, customer experience, or similar capability-building roles.

• A robust understanding of Medical Affairs, scientific communications, non-promotional engagement, and compliant content creation.

• Experience in supporting Medical Affairs engagement in solid tumor and hematologic oncology therapeutic areas.

• Proven ability to translate strategy and customer insights into engagement plans, journeys, playbooks, or scalable operating frameworks.

• Capacity to develop clear, scalable frameworks.

• Experience in integrating content, channels, data, field interactions, timing, and metrics into cohesive plans.

• Ability to work with global, regional, and local stakeholders in a matrixed environment.

• Familiarity with modular content, content operations, digital engagement, analytics, and customer data concepts.

• Ability to experiment with new approaches while ensuring quality, feasibility, compliance, and measurable value.

• Exceptional communication skills and executive presence; ability to influence without direct authority.

• High level of ownership, initiative, adaptability, and comfort in developing new capabilities in a fast-paced setting.

• Strong proficiency with Microsoft 365, omnichannel engagement platforms, CRM, NBA, analytics dashboards, CMS/DAM systems, Medical/Legal/Regulatory review platforms, HCP insights platforms, Veeva/Vault Medical, third-party media platforms, Generative AI, and AI-enabled engagement and content capabilities.

• Quick learner of new platforms.

• Willingness to travel up to 20% of the time.

🏝️ Benefits

• Eligibility for an annual bonus plan for non-commercial roles.

• Discretionary equity awards.

• Employee Stock Purchase Plan.

• Comprehensive medical insurance.

• Dental insurance coverage.

• Vision insurance options.

• 401(k) retirement plan.

• Flexible Spending Account (FSA) / Health Savings Account (HSA).

• Life insurance benefits.

• Paid Time Off (PTO).

• Wellness programs.