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Job description
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
Pay Range
$212,000 - $318,000
Disclosure 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 Eligible
#LI-Hybrid
Flex 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.
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
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Worksite address
boston, MA, 02298, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.