Senior Director, Integrated Customer Experience (ICX) Activation

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

At Vertex, we embrace continuous learning and encourage employees to stay informed on advances in AI, technology, automation, and industry trends. We seek talent who bring an external perspective, demonstrate curiosity and sound judgment, and thoughtfully adopt new capabilities that improve decision-making, drive innovation, increase efficiency, and help deliver better outcomes for patients.

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

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.

#LI-Hybrid

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 ApplicationAssistance@vrtx.com