Experience Strategy Director

Agency: Remedy Edge Job Function: Strategy and Planning Job Subfunction: Account Planning and Brand Planning Job Description:

Overview The Director, Omnichannel Customer Experience Strategy is responsible for translating upstream brand strategy into actionable customer engagement and activation strategies across channels. Working in partnership with Brand Strategy, Creative, CRM, Media, Analytics, Account, and other agency disciplines, the Director defines how a brand should influence customer behavior throughout the customer journey. This includes identifying the behaviors the brand needs to create or change, understanding the barriers preventing those behaviors, determining the content and messaging strategies most likely to overcome those barriers, and identifying the moments and channels where engagement can have the greatest impact. The Director serves as the day-to-day strategic owner and architect of the brand’s omnichannel tactical ecosystem, ensuring that individual tactics work together as part of a coordinated customer experience rather than as disconnected executions. Within the agency’s strategic model, Brand Strategy defines the target audience, positioning, strategic imperatives, promotional goals, and campaign platform. Omnichannel Customer Experience Strategy translates those inputs into the behavioral, content, journey, channel, and tactical strategies required to activate the brand.

Omnichannel Communications Planning Partner with Brand Strategy to translate brand objectives and strategic imperatives into specific customer behavioral goals. Define current-state and desired customer behaviors and identify the barriers preventing movement between them. Develop content and messaging strategies designed to address those barriers and drive behavioral change. Organize the broader brand story into focused messaging and content territories that can be activated across channels. Ensure communications strategies remain grounded in customer insight, brand priorities, clinical evidence, marketplace dynamics, and regulatory realities. Customer Journey Strategy Develop customer journey maps that reflect audience needs, mindsets, behaviors, influences, and channel behaviors over time. Identify priority moments where brand engagement can be most relevant and influential. Connect customer needs and journey moments with the communications priorities defined in the omnichannel communications plan. Translate journey insights into recommendations for content, sequencing, channels, and tactics. Lead or facilitate customer journey workshops with internal and client teams. Omnichannel Activation Planning Develop annual and campaign-specific activation plans that translate strategy into coordinated tactical ecosystems. Create 12-month activation calendars showing the timing, sequencing, and balance of messages and tactics across channels. Plan both cadenced communications tied to predefined market dates and triggered programs activated by customer behaviors, data signals, or journey events. Define the strategic role of CRM/email, websites, media, field, point of care, print, video, congresses, and other relevant channels within the broader ecosystem. Identify gaps, duplication, sequencing issues, and opportunities to improve the overall customer experience. Strategic Briefing and Stewardship Own the strategic content of tactical and creative briefs. Clearly articulate the customer objective, desired behavioral change, strategic context, role of the tactic, content strategy, and relevant mandatories. Ensure briefs explain both what needs to be created and why it matters within the broader omnichannel plan. Provide strategic stewardship throughout creative and tactical development to maintain alignment with approved strategy. Identify when executional decisions create implications for the broader customer experience or communications strategy. Day-to-Day Strategic Leadership Serve as the primary