Associate Director, Field Omnichannel Strategy

Associate Director, Field Omnichannel Strategy

At AstraZeneca, we are redefining how our field teams engage healthcare professionals (HCPs) shifting from single-channel interactions to coordinated, personalized omnichannel experiences that deliver greater value to customers.

This role sits within the US Biopharma Omnichannel function and operates at the intersection of strategy, operations, analytics, and field execution. You will work across Sales, Medical, Brand, and IBEX partners to turn omnichannel strategy into practical, scalable field execution.

This role is based in Wilmington, Delaware. AstraZeneca requires all physical HUB-based employees to work onsite a minimum of three (3) days per week, with remaining days worked remotely in alignment with business needs and team expectations.

Why This Role is Unique

• Shape how AstraZeneca Field teams engage HCPs at scale during a critical transformation in omnichannel maturity
• Lead a shift to Next Best Action and journey-based engagement models
• Influence enterprise-wide capabilities without direct authority, working across a highly matrixed organization
• Drive measurable impact on customer experience, engagement quality, and commercial effectiveness

Scope & Impact

• Supports omnichannel orchestration across multiple brands and Field teams within the US Biopharma Business Unit
• Impacts how Field representatives engage HCPs across all touchpoints
• Partners across IBEX functions (Strategy, Operations, Analytics, Learning) to ensure end-to-end capability adoption
• Operates in a highly matrixed environment, influencing senior leaders across Sales, Marketing, and Medical

What You'll Do

1. Drive Omnichannel Transformation in the Field

• Lead the adoption of omnichannel orchestration capabilities, enabling Field teams to coordinate personal and digital touchpoints
• Translate strategy into practical, scalable workflows for Field execution
• Embed omnichannel thinking into day-to-day Field engagement models

2. Lead Organizational Change & Adoption

• Build and implement change strategies to drive sustained behavior change
• Develop:
• Field-facing playbooks
• Coaching frameworks
• Champion networks across Field leadership
• Partner with Learning teams to embed capabilities into training and development

3. Connect Brand Strategy to Field Execution

• Partner with Brand and Omnichannel Strategists to translate strategy into Field-executable omnichannel plays
• Enable sequencing of approved content and touchpoints across channels
• Ensure alignment between brand priorities and Field engagement approaches

4. Establish Measurement & Performance Standards

• Design and implement field omnichannel meaningful metrics, shifting focus from activity to engagement quality
• Define metrics that reflect:
• Coordination across channels
• Customer journey progression
• Effectiveness of engagement
• Use insights to drive continuous optimization and standardization

5. Act as a Cross-Functional Connector

• Partner with Sales, Medical, SFO, Analytics, and Learning teams to ensure aligned execution
• Reduce fragmentation by creating clear processes and governance
• Serve as a trusted advisor on omnichannel execution challenges

6. Innovate and Scale

• Identify, pilot, and scale new omnichannel approaches
• Advance Next Best Action and journey orchestration capabilities
• Continuously evolve Field engagement models based on insights and performance

Minimum Required Experience

• Bachelor's degree or equivalent experience
• 5–7+ years in roles spanning Field engagement, omnichannel strategy, or commercial capability development within healthcare or another regulated industry
• Proven success driving adoption of new tools, capabilities, or ways of working in Field or customer-facing teams
• Strong understanding of:
• Field engagement models
• Brand strategy
• Integration of personal and non-personal channels
• Demonstrated ability to influence without authority in a matrixed environment
• Experience partnering across strategy, operations, analytics, and learning functions
• Experience using data and insights to inform performance and optimization
• Strong problem-solving and critical thinking skills

Preferred Experience

• Advanced degree (MBA, MPH, or relevant field)
• Pharmaceutical or healthcare marketing experience
• Familiarity with:
• CRM platforms (e.g., Veeva, Salesforce)
• Next Best Action and customer journey frameworks
• Agile ways of working
• Experience in business requirements gathering and capability design

Ready to Apply?

If you are energized by transforming how Field teams engage customers and want to play a key role in shaping the future of omnichannel at scale, we'd love to hear from you.