Director Customer Experience (CX)

PHM is the leading health media agency in the US, dedicated to connecting people with meaningful health and wellness experiences every day. By reimagining media's role in healthcare, PHM delivers best-in-class solutions, pushing the boundaries of media through data, content, commerce and creativity. Our teams' spirit of innovation and genuine passion for health inspire bold and meaningful work for our clients, and we do it all with #phmlove.

Overview

The Director, Customer Experience (CX) is the strategic lead responsible for translating audience-first thinking into actionable brand strategy and in-market execution across a defined therapeutic category or portfolio.

This role applies established Experience frameworks—including growth audience strategy, journey design, orchestration, and learning—to real business challenges, ensuring strategies are connected, actionable, and consistently carried through planning, activation, and optimization.

The Director partners cross-functionally to align teams, guide execution, and help clients understand how modern media and experience design drive growth.

Responsibilities

Audience Experience Strategy

• Serve as the strategic lead for Customer Experience across assigned brands or categories
• Apply audience and experience design frameworks to solve brand-specific business challenges
• Ensure audience, journey, experience, and learning operate as an integrated system
• Maintain continuity from insight through activation and optimization

Growth Audience Strategy & Intelligence

• Lead development of growth audience strategies using behavioral, attitudinal, and contextual insights
• Translate data into clear audience narratives that inform:
• Channel and activation strategy
• Creative and content direction
• Innovation and partnership opportunities
• Measurement and learning priorities
• Partner with Investment and Analytics to ensure consistent audience application

Journey Mapping & Experience Design

• Own development and application of Patient and HCP journey maps
• Identify key decision points, barriers, and intervention opportunities
• Translate journeys into experience design, including touchpoints, sequencing, and messaging progression
• Guide how experience strategy informs planning and activation

Strategic Briefing & Enablement

• Co-author Strategic and Ideation Briefs that anchor planning and execution
• Translate experience strategy for cross-functional teams

In-Market Stewardship & Learning

• Ensure strategic intent is reflected in execution post-launch
• Partner with Investment and Analytics to:
• Monitor performance through an audience and experience lens
• Identify learning beyond channel-level optimization
• Support test-and-learn initiatives
• Apply learnings to evolve strategy

Client & Cross-Functional Leadership

• Serve as a client-facing strategic partner
• Present and defend recommendations with clarity and confidence
• Collaborate across Strategy, Planning, Investment, Analytics, and Creative
• Elevate opportunities, risks, and insights to senior leadership

Qualifications

• 7–10 years in audience strategy, media strategy, experience planning, or integrated marketing
• Healthcare/pharmaceutical experience strongly preferred
• BA/BS required
• Strong understanding of media planning, investment, and analytics
• Experience leveraging media and consumer research platforms to uncover behavioral and spending insights and translating data into actionable strategy
• Comfortable in complex, fast-paced environments
• Strong storytelling and presentation skills
• Collaborative, with a bias toward integration over silos

What Success Looks Like

• Audience and experience strategies drive planning, activation, and optimization
• Brand teams clearly understand and apply audience experience thinking
• Strong client trust through strategic leadership and clarity
• Consistent pull through from strategy to execution
• Open to Philadelphia + New York City Applicants

Additional Information

Our Publicis Groupe motto “Viva La Différence” means we’re better together, and we believe that our differences make us stronger. It means we honor and celebrate all identities, across all facets of intersectionality, and it underpins all that we do as an organization. We are focused on fostering belonging and creating equitable & inclusive experiences for all talent.

Publicis Groupe provides robust and inclusive benefit programs and policies to support the evolving and diverse needs of our talent and enable every person to grow and thrive. Our benefits package includes medical coverage, dental, vision, disability, 401K, as well as parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.

If you require accommodation or assistance with the application or onboarding process specifically, please contact USMSTACompliance@publicis.com.

Compensation Range: $106,780.00 - $150,405.00 Annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 5/8/26.

All your information will be kept confidential according to EEO guidelines.