Director, Personalization (Remote/Flexible)

Position Overview:
 

The Director, Personalization is a new global leadership role in the E2E Customer Experience team, reporting to the Group Vice President, E2E Customer Experience. This customer obsessed leader will own the development and execution of a global personalization strategy across the E2E customer journey to improve the customer experience, increase customer retention and reduce cost to serve.

Functioning in a newly created role, this leader will partner with the technology team and key business partners to create a multi-year roadmap for new personalization capabilities, using a product mindset. The roadmap will determine sequencing, time horizons and highest value use cases, based on customer and business needs. They will create business cases, where needed, to drive prioritization and investment.

This leader will partner with technology teams to scan and assess emerging technologies that enable personalization at scale and associated automation, including AI. They will construct and run experiments and proofs of concept, with internal partners, to test hypothesis in a low-cost way. They will bring in subject matter expertise and help envision, evangelize, and build a personalization platform with forward thinking and insightful analysis.

As a leader in a new role, the Director will identify quick wins and incremental improvements while at the same time building a multi-year strategy and roadmap. They will operate with an entrepreneurial builder’s mindset, comfortable with ambiguity and with blazing new ground. They will build and lead a team based on scope and business opportunity.

In addition, this leader will be an advocate for good data practices and governance within the E2E organization to ensure the data powering personalization is accurate and easily accessible and participate in broader enterprise data governance efforts.

This leader will build an industry network to ensure we get the best out of our platforms and influence the product roadmap of our partner companies.

Responsibilities:

• Personalize the Customer Experience: Partner with the E2E Customer Experience team, business partners and technology to identify touchpoints and opportunities for personalization, with automation wherever possible, and provide a complete data picture of every consumer to enable personalized interactions.
• Consolidating Patient/Customer Data: With the technology team, oversee the integration of data from various sources to create a unified patient profile and use machine learning and AI to identify healthcare touchpoints and automated triggers for more effective engagement. Lead data governance efforts within E2E CX.
• Identifying Supportive Technologies: Partner with technology teams to evaluate emerging technologies and lead the business case delivery that facilitate personalized care delivery and ensure timely delivery of the right message through the appropriate channel.
• Experimentation and Measurement: Implement continuous improvement processes by measuring outcomes and adjusting strategies accordingly.
• Unlock the value of existing data and amplify Salesforce investments by connecting various data streams to enable connected and new workflows
• Partner with stakeholders internally from CPXO, technology, commercial and regulatory organizations to build and deliver the E2E value stream roadmap.
• Build a team in support of the work

Education and Experience:

• At least 5-7+ years of experience working on personalization of the customer experience with analytics, data and AI, with a product mindset
• 5-7+ Years of experience of leading leaders preferred
• Experience with Salesforce, Data Management Platforms (DMP), Content Management Systems (CMS), Machine Learning, and Artificial Intelligence
• Experience building exceptional customer experiences
• Proven ability to lead the group of leaders who can own and deliver personalization and manage complex CRM strategies. 
• Extensive experience in personalization strategies, and customer engagement.
• Proven track record of leading cross-functional teams and managing large-scale programs.

Skills/Competencies:

• Influence at all levels of organization
• Creative and resourceful, proven ability to problem solve, develop and execute a range to recommendations to achieve business objectives
• Excellent team skills, flexibility to pivot with strategy, regulatory and market evolution and proven ability to work cross functionally
• Skilled partnering with UX and product management to deliver customer-facing capabilities and experiences
• Entrepreneurial builder with innovation mindset
• Ability to work in a deadline focused, dynamic environment, consistently producing deliverables within agreed upon timelines.
• Excellent communication, influencing and negotiating skills are critical.
• Sound writing skills.  Must have the ability to express technical knowledge and processes in easily understood presentations.
• Positive, influencer, results driven, rational, logical, team player.
• Experience in the healthcare, pharma or medical device industry a plus

Accountabilities:

• Create a personalization strategy that is informed by Data Flywheel and drives tangible outcomes in the E2E customer experience, retention and cost to serve.
• Roadmap that determines sequencing, time horizons and highest value use cases
• Data Product business case and roadmap, created in partnership with IT, commercial, E2E PM, product support, customer success
• AgentForce business case and roadmap, created in partnership with IT, commercial, product support, customer success
• Evaluating new and emerging technologies in partners, such as OpenAI, Palantir, etc.

• Travel up to 25%.

  NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote

Additional Information:

The US base salary range for this full-time position is $161,550.00 - $242,325.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.