Vertex Pharmaceuticals
Senior Director, Integrated Customer Experience (ICX) Activation
Job Description
General Summary:
The Senior Director, Integrated Customer Experience (ICX) Activation, is responsible for translating Vertex’s ICX strategy and priority customer journeys into the digital capabilities, platform requirements, and business roadmaps needed to activate them at scale. This role owns the ICX activation blueprint and roadmap and partners closely with DTE and I&A to enable orchestrated, personalized, and AI-enabled customer engagement across channels.
The role also owns the business roadmap for website product strategy, marketing automation, customer data and activation capabilities, and the ICX agentic AI portfolio. This leader oversees external partners, drives cross-functional alignment, and leads a team of 10 direct reports.
Key Responsibilities
- Own the ICX activation blueprint, roadmap, and capability priorities
- Translate journeys and personalization priorities into business requirements and capability roadmaps
- Define orchestration capabilities required to activate priority ICX journeys
- Partner with DTE and I&A to implement scalable, governed, and measurable capabilities
- Own the ICX agentic AI portfolio and define business requirements for agent interaction and orchestration
- Own website product roadmap and prioritization across the commercial website ecosystem
- Define website requirements spanning discoverability, SEO/GEO, experimentation, optimization, and personalization
- Own the business roadmap for marketing automation capabilities, including SFMC and related activation functionality
- Define requirements for journey configuration, triggers, APIs, and campaign automation
- Own business requirements for customer data and activation capabilities, including CDP, identity resolution, audience management, and consent integration
- Lead, develop, and coach a team of 10 direct reports
- Oversee vendor performance and partner cross-functionally to translate business priorities into scalable capabilities
Required Knowledge and Skills
- Expertise in ICX engagement, customer journey activation, and orchestration
- Strong understanding of digital platforms, websites, marketing automation, customer data, and activation technologies
- Ability to translate business strategy into requirements, roadmaps, and scalable capabilities
- Experience with AI-enabled customer engagement and agentic AI use cases
- Strong cross-functional leadership and stakeholder management skills
- Strong communication, change management, and vendor management capabilities
Education and Experience
- Bachelor’s degree required; advanced degree preferred
- 15+ years of relevant experience in ICX engagement, digital marketing, customer activation, marketing technology, product management, or related fields
- Experience in biopharmaceutical, healthcare, or another highly regulated industry preferred
- Experience leading teams in complex, matrixed organizations
- Experience with SFMC, CDP, identity and audience solutions, website platforms, orchestration technologies, and AI-enabled engagement capabilities preferred
At Vertex, we embrace continuous learning and encourage employees to stay informed on advances in AI, technology, automation, and industry trends. We seek talent who bring an external perspective, demonstrate curiosity and sound judgment, and thoughtfully adopt new capabilities that improve decision-making, drive innovation, increase efficiency, and help deliver better outcomes for patients.
Pay Range:
$212,000 - $318,000Disclosure Statement:
The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.
At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.
Flex Designation:
Hybrid-Eligible Or On-Site EligibleFlex Eligibility Status:
In this Hybrid-Eligible role, you can choose to be designated as:
1. Hybrid: work remotely up to two days per week; or select
2. On-Site: work five days per week on-site with ad hoc flexibility.
Note: The Flex status for this position is subject to Vertex’s Policy on Flex @ Vertex Program and may be changed at any time.
#LI-Hybrid
Company Information
Vertex is a global biotechnology company that invests in scientific innovation.
Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at [email protected]
Vertex Pharmaceuticals Boston, Massachusetts, USA Office
Vertex Pharmaceuticals Inc., 50 Northern Avenue, Boston, MA 02210, US, Boston, MA, United States, 02210
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