Job Overview
We are seeking a
Customer Experience Architect who will serve as the strategic owner of end-to-end experiences across key customer groups—
HCPs, HCOs, Patients, and Consumers. This role will design, map, and optimize customer journeys to enable seamless, personalized engagement across channels. The ideal candidate brings deep expertise in
US pharmaceutical marketing, journey mapping, service design, and hands-on partnership with
Brand Managers to translate brand goals into actionable engagement strategies.
Key Responsibilities- Customer Journey Architecture:
- Develop detailed, insight-led end-to-end customer journeys across HCP, patient, consumer, and payer segments.
- Identify friction points, unmet needs, and critical moments that matter to shape future-state experiences.
- Conduct journey-based segmentation and behavioral analysis to uncover actionable insights.
- Personalization & Next Best Action Logic:
- Define Next Best Action (NBA) frameworks aligned to brand strategy, customer needs, and channel capabilities.
- Work with omnichannel, data science, and content teams to activate NBA-driven personalization across touchpoints.
- Translate customer moments into structured decision trees, rules, and triggers powering omnichannel orchestration.
- Strategy Translation & CX Planning:
- Convert brand strategies, brand plans, and commercial objectives (e.g., launch, adoption, adherence, LOE navigation) into journey-based execution plans.
- Partner with US Brand Managers, Insights, Field, and Digital teams to ensure customer journeys inform campaign planning.
- Prioritize journey improvements that deliver measurable impact on engagement, conversion, and retention.
- Cross-functional Facilitation & Design Leadership:
- Lead customer journey workshops, co-creation sessions, and collaborative design sprints with brand and cross-functional teams.
- Facilitate discussions that align stakeholders on customer needs, experience vision, and key interventions.
- Advocate for customer-centric thinking across commercial, medical, and access teams.
- Insights, Measurement & Continuous Improvement:
- Define KPIs and success measures for customer experiences and omnichannel initiatives.
- Work closely with analytics teams to track performance and refine journeys based on behavior data and feedback.
- Continuously evolve journeys based on market insights, competitor strategies, and customer behavior shifts.
Essential Skills & Experience
- 7–8 years of experience in US pharmaceutical marketing, customer experience, or brand strategy roles.
- Proven track record in customer journey mapping, service design, or omnichannel planning within the life sciences industry.
- Strong understanding of US HCP, patient, and payer engagement models.
- Experience working as or closely with US Brand Managers; ability to translate brand objectives into actionable customer plans.
- Demonstrated ability to facilitate workshops, lead cross-functional teams, and present strategic recommendations.
- Strong analytical mindset with the ability to interpret insights and drive decision-making.
- Excellent communication skills and executive presence.
Preferred Skills
- Familiarity with omnichannel platforms, NBA/decision engines, and marketing automation systems.
- Knowledge of regulatory and compliance considerations in US pharma marketing.
- Exposure to journey analytics, qualitative research, and experience measurement frameworks.
