Director, Global Medical Affairs, Omnichannel Transformation & Customer Experience

General Description:

Healthcare professionals are navigating increasing demands on their time and an ever-expanding volume of information. At the same time, treatment decisions are increasingly shaped through collaboration across a broader healthcare ecosystem. Global Medical Affairs has a unique opportunity to meet these challenges by creating connected, customer-centered experiences that make scientific communications more relevant, accessible, and impactful.

The Director, GMA Omnichannel Innovation & Customer Experience will lead the design, innovation, and scaling of omnichannel engagement capabilities across Global Medical Affairs. This role sits at the intersection of medical strategy, scientific communications, customer insights, and emerging technologies, transforming how Medical Affairs delivers scientific information and engages the healthcare ecosystem.

The Director, GMA Omnichannel Innovation & Customer Experience will help lead this evolution by translating medical strategy, customer insights, scientific priorities, and key messages into clear engagement plans that connect content, channels, timing, field interactions, and measurement into coordinated and data driven customer journeys.

This role will amplify impact across Global Medical Affairs by establishing the frameworks, playbooks, standards, and change-management approac hes that enable teams to plan, execute, measure, and scale customer-centered engagement consistently across franchises, markets, and priority initiatives.

This position reports to the Senior Director, Global Medical Affairs Omnichannel Center of Excellence.

Essential Functions of the Job:

Customer Experience Planning & Omnichannel Orchestration

Advance customer experience planning by defining how Medical Affairs engagement can be designed around customer needs, moments that matter, scientific priorities, and measurable outcomes.

Partner with global and regional Medical Affairs teams to translate strategy, customer insights, and key scientific messages into practical engagement plans across relevant channels and touchpoints.

Design holistic customer journeys that thoughtfully connect digital, field-enabled, congress, third-party, web, email, social, and other engagement channels to create coordinated, relevant scientific engagement.

Apply segmentation, behavioral insights, customer preferences, and performance data to improve relevance, sequencing, personalization, and coordination of scientific engagement.

Scalable Content & Engagement Enablement

Partner with Scientific Communications, Publications, Medical Information, Field Medical, and content partners to ensure scientific content supports the customer journey, key messages, channel needs, and engagement objectives .

Advance scalable content approaches that improve reuse, modularity, discoverability, fit-for-channel adaptation, and speed while preserving scientific rigor and non-promotional standards.

Define content requirements for omnichannel engagement plans, including content needs, channel fit, adaptation requirements, measurement approach, and opportunities to maximize reuse and impact.

Collaborate with internal and external partners to streamline content activation, Medical/Legal/Regulatory review considerations, channel readiness , and explore opportunities to scale content and improve efficiency using AI .

Innovation, Measurement & Continuous Optimization

Identify , pilot, and scale capabilities that improve customer experience, engagement effectiveness, and operational efficiency, including AI-supported workflows, analytics, personalization, content discoverability, and emerging engagement models.

Define success measures and closed-loop learning approaches that connect customer insights, engagement data, content performance, field feedback, and business priorities to optimization decisions.

Translate data and learnings into clear recommendations that improve customer journeys, engagement planning, capability roadmaps, and resource prioritization.

Advance bold innovation with a practical focus on operational excellence, compliance, governance, and the evolving needs of global and local Medical Affairs teams.

Capability Building, Playbooks & Change Management

Build scalable frameworks, playbooks, templates, and standards that help Medical Affairs teams plan and orchestrate customer-centered engagement consistently across franchises and markets.

Codify emerging best practices from the Omnichannel Center of Excellence into practical guidance that teams can adopt, adapt, and scale locally.

Lead education, workshops, and change-management efforts that build omnichannel acumen and strengthen proactive customer experience planning across Medical Affairs teams.

Establish clear ways of working, governance expectations, and partnership models that enable efficient planning while maintaining compliance, quality, and scientific integrity.

Supervisory Responsibilities:

E xpected to lead through influence, mentor peers and partners, and serve as a functional leader for omnichannel customer experience planning and capability-building.

Education Required:

Advanced degree (MS, PhD, PharmD, or MD) required . 10+ years in the pharmaceutical, biotech, or life sciences industry, including 6+ years in Medical Affairs, digital strategy, omnichannel engagement, customer experience, or related capability-building roles.

Qualifications:

Strong understanding of Medical Affairs, scientific communications, non-promotional engagement, and compliant content development.

Demonstrated e xperience supporting Medical Affairs engagement across solid tumor and hematologic oncology therapeutic areas.

Demonstrated experience translating strategy and customer insights into engagement plans, journeys, playbooks, or scalable operating models.

Ability to simplify complexity and create clear frameworks that teams can understand, adopt, and scale.

Strong customer experience mindset with ability to connect content, channels, data, field interactions, timing, and measurement into coordinated plans.

Experience working across global, regional, and local stakeholders in a matrixed environment.

MS or above with 10+ years in the pharmaceutical, biotech, or life sciences industry, including 6+ years in Medical Affairs, digital strategy, omnichannel engagement, customer experience, or related capability-building.

Working knowledge of modular content, content operations, digital engagement, analytics, and customer data concepts.

Innovation-oriented and pragmatic, with ability to test new approaches while maintaining focus on quality, feasibility, compliance, and measurable value.

Excellent communication and executive presence, with ability to influence without authority and bring clarity to ambiguous problems.

High ownership, initiative, adaptability, and comfort building new capabilities in a fast-moving environment.

Computer Skills:

Strong proficiency in Microsoft 365 and 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. Ability to learn new platforms quickly is essential.

Travel:

Up to 20% travel.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.