Director, Digital Growth & Customer Experience

Job Description

Job Description

Nova Biomedical: One Global Brand. One Vision. Together under one name.

Advanced Instruments and Nova Biomedical are now united under one brand, Nova Biomedical , marking a major milestone in our journey to deliver greater value to our customers. By combining our strengths, we're accelerating innovation, supporting critical workflows, and delivering world-class service across the biopharmaceutical and clinical markets.

Job Summary:

Nova Biomedical is seeking an innovative, customer-centric Director, Commercial Digital Center of Excellence to establish and lead its Commercial Digital Center of Excellence. This newly created role will define Nova Biomedical’s digital commercial strategy and build the business capabilities needed to accelerate growth, enhance the customer experience, and enable digital transformation across the commercial organization.

This is not a traditional digital marketing role. The position is focused on business strategy, customer experience, governance, AI enablement, digital product ownership, and commercial growth. The Director will partner closely with the Director of Commercial Platforms & Integrations, who is responsible for the underlying technology platforms.

The Director will serve as a strategic bridge across Marketing, Sales, Product Management, Customer Service, Business Operations, Enterprise Data & AI, and Information Technology to ensure Nova Biomedical’s digital investments create measurable business value and support the company’s Vision 2030.

Responsibilities:

• Develop and execute Nova Biomedical’s multi-year Commercial Digital Strategy in alignment with enterprise growth objectives.
• Establish a digital capability roadmap supporting revenue growth, customer engagement, product commercialization, customer retention, digital innovation, and AI adoption.
• Develop business cases, investment priorities, and executive roadmaps.
• Serve as a strategic advisor to executive leadership on commercial digital capabilities, opportunities, and investments.
• Establish Nova Biomedical’s Commercial Digital Center of Excellence, including its governance model, standards, best practices, and business transformation framework.
• Create scalable and reusable digital capabilities across business units.
• Establish enterprise standards for customer experience, digital product management, commercial AI, digital analytics, customer journey design, digital governance, personalization, and commercial innovation.
• Own Nova Biomedical’s global digital customer experience strategy.
• Lead the strategic vision for the corporate website, customer portal, partner portal, digital self-service, customer journey design, personalization, voice of the customer, and customer experience measurement.
• Use customer insights and analytics to identify opportunities and drive continuous improvement across digital channels.
• Partner with Marketing to create scalable digital growth and demand generation capabilities.
• Lead strategies supporting customer acquisition, lead generation, customer engagement, digital nurturing, conversion optimization, search engine optimization, generative engine optimization, answer engine optimization, and digital content.
• Measure the contribution of digital initiatives to pipeline development and revenue growth.
• Partner with Enterprise Data & AI to identify, evaluate, and prioritize AI opportunities across the commercial organization.
• Lead AI strategies supporting customer segmentation, intelligent personalization, content generation, search optimization, digital assistants, sales enablement, customer insights, product recommendations, and marketing optimization.
• Establish governance standards for responsible, secure, and effective AI adoption.
• Partner with Product Management to digitally enable product launches globally.
• Establish repeatable product commercialization frameworks covering customer journeys, product content, digital campaigns, sales enablement, website readiness, customer education, analytics, and commercial dashboards.
• Ensure digital channels accelerate awareness, adoption, and effective use of new products.
• Define and lead Nova Biomedical’s commercial analytics strategy.
• Partner with Enterprise Data & AI and Commercial Platforms to develop executive dashboards measuring customer engagement, product adoption, pipeline influence, marketing effectiveness, customer satisfaction, website performance, digital adoption, and commercial return on investment.
• Translate complex customer and commercial data into clear, actionable business recommendations.
• Establish performance indicators that connect digital investments to measurable business outcomes.
• Chair Nova Biomedical’s Commercial Digital Governance Council.
• Partner with leaders across Marketing, Sales, Product Management, Customer Service, Business Operations, Enterprise Data & AI, and Information Technology.
• Lead the prioritization of investments, approval of standards, management of roadmaps, and measurement of value realization.
• Partner closely with the Director of Commercial Platforms & Integrations to jointly develop the commercial technology roadmap, platform investment priorities, business capability roadmap, AI roadmap, and customer data strategy.
• Define business priorities, customer needs, and desired capabilities while partnering with the Commercial Platforms organization to deliver the underlying technology solutions.
• Build and lead a high-performing Commercial Digital Center of Excellence.
• Develop organizational capabilities in customer experience, digital product management, digital strategy, user experience, commercial analytics, AI, digital innovation, and change leadership.
• Coach and develop future leaders while fostering experimentation, customer obsession, accountability, and continuous improvement.
• Establish Nova Biomedical’s Commercial Digital Center of Excellence and governance model within the first 24 months.
• Develop and execute a three-year Commercial Digital Strategy aligned with Vision 2030.
• Improve digital customer engagement, conversion, and customer satisfaction.
• Create a standardized digital commercialization framework for product launches.
• Increase adoption of AI-enabled commercial capabilities.
• Deliver executive dashboards that connect digital investments to business outcomes.
• Build strong strategic partnerships across Marketing, Sales, Product Management, Customer Service, Enterprise Data & AI, and Information Technology.
• Demonstrate measurable improvements in commercial growth, customer experience, operational efficiency, and value realization.

Experience Requirements:

• Bachelor’s degree in Business, Marketing, Information Systems, Computer Science, or a related discipline required.
• MBA or other relevant advanced degree preferred.
• 12+ years of experience leading enterprise digital transformation or commercial digital organizations.
• 7+ years of experience leading cross-functional teams.
• Demonstrated success establishing new enterprise capabilities, operating models, or Centers of Excellence.
• Experience developing and executing enterprise-level commercial digital strategies.
• Experience leading digital customer experience, digital product management, customer journey transformation, commercial AI, customer analytics, digital transformation, growth strategy, or customer experience strategy.
• Proven ability to influence and build alignment across Marketing, Sales, Product Management, Customer Service, Business Operations, Enterprise Data & AI, and Information Technology.
• Strong executive presence with excellent written, verbal, presentation, and stakeholder communication skills.
• Strong business acumen and an understanding of how digital capabilities contribute to revenue growth, customer loyalty, operational efficiency, and competitive differentiation.
• Experience developing business cases, investment priorities, capability roadmaps, governance models, performance metrics, and value realization plans.
• Ability to translate customer insights, analytics, and emerging technologies into practical commercial strategies and measurable business outcomes.
• Experience identifying and implementing AI-enabled capabilities that create measurable business value.
• Demonstrated ability to use data and customer insights to prioritize investments, guide decisions, and measure outcomes.
• Experience leading organizational change, capability building, and adoption of new digital processes and tools.
• Customer-centric mindset with the ability to place customer outcomes at the center of strategic priorities, investments, and decisions.
• Ability to establish strong partnerships and influence business and technology stakeholders without direct authority.
• Experience within medical devices, diagnostics, healthcare, life sciences, or another regulated industry strongly preferred.

Physical Requirements and Working Conditions:

• Comfort with working at a computer for extended periods.
• Capacity to lift and carry up to [25–50] pounds as required
• Able to communicate effectively via phone, video, and written communication.
• Occasional need to move about the office to access meetings or resources.

Why Work for Nova Biomedical

• Flexible Medical, Dental, & Vision Coverage
• Competitive 401k company match
• Bonus Program, Generous PTO and paid holidays
• Generous Tuition reimbursement
• Hybrid and flexible work arrangements
• Professional development, engagement and events
• Company marketplace for lunch and snacks in our Norwood, MA, Billerica, MA and Westbrook, ME offices
• Company subsidized cafeteria in our Waltham, MA office

Work Location: Hybrid work schedule in Waltham, MA (M-Th Onsite)

Targeted Salary Range: $180,000 to $250,000

Nova Biomedical believes in transparency and integrity throughout all we do, including compensation. The provided salary range for this role represents the expected base salary or hourly rate for this opening. Actual compensation will be commensurate with the candidate’s experience and may vary based on individual factors such as location, skills, and education.

About the Company

At Nova Biomedical, we’re not just building instruments, we’re powering breakthroughs that improve lives. Our smart, science-driven solutions are trusted in over 100 countries to speed drug development and enhance patient care.

Our integration brings together more than 70 years of scientific excellence with Nova’s cutting-edge innovation, forming a powerhouse of precision, purpose, and possibility. With FDA-registered, ISO-certified manufacturing, more than 125 FDA approvals, and industry-trusted diagnostics, we’re setting new standards in quality and reliability. Nova Biomedical is proud to be a global leader in osmolality testing and biotechnology and in vitro diagnostic (IVD) instrumentation, dedicated to advancing patient care and scientific discovery with a legacy that continues to shape the future of life sciences.

With headquarters in Norwood and Waltham, Massachusetts, and a global team of nearly 2,000 employees, we’re building a collaborative, empowered culture grounded in shared values: Customer Centricity, Ingenuity, Ownership & Accountability, Collaboration, and Integrity.

Working at Nova Biomedical means joining a mission-driven organization where your contributions matter. Whether you're in engineering, science, manufacturing, or support, you’ll be part of a team that values innovation, invests in your growth, and is committed to making a real-world impact on global health.

Explore what’s next with us at novabiomedical.com

EEO Statement:

Nova Biomedical takes pride in being an equal opportunity employer committed to hiring a diverse and inclusive workforce. As a part of our commitment to a diverse and inclusive workforce, Nova Biomedical will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

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