Associate Director, CX Strategy

3 weeks ago

London, United Kingdom Digitas Health Full time

Job Description

We are looking for a CX Strategist who marries customer experience planning with business storytelling, to join a client-dedicated team within our agency. In this role, you will leverage your mix of healthcare industry and modern strategic planning experience to help brands across markets and therapeutic areas to embed and deliver on insights-led strategic planning processes. If you are a curious knowledge gatherer who loves digging into diverse strategic challenges, and influencing strategic choices about how to best engage customers across their respective journeys and markets, we’d love to hear from you.

Qualifications

The ideal candidate is a utility player, bringing existing knowledge to strategy development and learning new ideas, approaches, etc. as quickly as opportunities arise. This person has the ability to work across multi-disciplinary teams looking for innovative solutions and engaging experiences. This person does not just develop experiences for single channels, but rather looks at all the customer journey touchpoints and defines the optimal experiences. This individual is a seasoned professional who has strong knowledge of customer experience strategy development, a track record of delivering complex strategy assignments, and thrives at the intersection of media, data, technology, and creativity. This person will be able to work across the assigned region and varying levels of omnichannel utilization to assess where teams are and help the markets deliver innovative experiences.

The ideal candidate is entrepreneurial in the face of ambiguity and embraces change as an opportunity rather than an obstacle. This individual takes on a proactive, thought-leadership role, surfacing new ideas and capabilities to address the ever-evolving needs of the customers.

Specific requirements include:

You have proven Pharma experience at both the consumer and HCP level You have proven experience in omnichannel strategy, and can confidently help brands and businesses design engagement programmes which flex across digital and face to face channels. Specifically, you have 7+ years of related strategy and/or planning experience, covering digital, CX, and/or CRM Experienced working on multiple workstreams with a familiarity and comfort working within an agile environment Ability to work on multiple levels, excelling at high-level experience strategy work and the tactical details of strategic implementation You are vocal and assertive, while working collaboratively with clients and external agency partners You are experienced in guiding clients on the right research techniques (both qualitative and quantitative) to gain the data and insights they will require to make better business decisions You have good experience in running workshops and brainstorms to develop both strategic deliverables and creative ideas You are data-driven by nature, have a good understanding of analytics, and can hunt down the patterns in social, search and other secondary data to uncover human truths

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