Director, CX

Director, Customer Experience (CX)

PHM is the leading health media agency in the US, built for the modern healthcare experience. Here, industry depth meets media scale, where data becomes direction, where creativity and storytelling bring truth to life, and where orchestration replaces fragmentation. Dedicated to making brands discovered, PHM redefines what media can do through data, content, and creativity. Because in modern healthcare, the brands that are found are the ones that lead. And when brands lead, advantage follows. Go deeper. Be found.

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