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VP, Customer Experience (CX) Strategy


BGB Group

19d ago

  • Job
    Expert Level
  • Business, Operations & Strategy
  • $160K - $190K
  • New York City

AI generated summary

  • You need 10+ yrs in pharma CX strategy, proven US/global campaign success, leadership skills, digital acumen, stakeholder management, regulatory knowledge, and demonstrated expertise in CX strategy outputs.
  • You will lead the development and execution of CX strategies, map customer journeys, optimize touchpoints, plan initiatives, measure effectiveness, mine insights, facilitate workshops, and advocate for customer-centric approaches.


  • Bachelor’s degree or equivalent experience in Marketing, Business, Communications, or related field.
  • Minimum of 10 years’ experience in customer experience, engagement strategy, strategic planning, or related roles within the pharmaceutical or healthcare industry.
  • Proven track record of developing and implementing successful CX and engagement strategies, with specific examples of media campaigns that enhanced customer engagement in US and Global markets.
  • Deep understanding of the customer journey, analytics, and the strategic use of media to improve customer engagement and driving measurable results.
  • Exceptional leadership skills with the ability to drive change and inspire cross-functional teams.
  • Excellent communication and stakeholder management skills, capable of working collaboratively across departments and with external partners.
  • Familiarity with the regulatory environment and compliance requirements of the pharmaceutical industry.
  • Experience with digital transformation, omnichannel delivery, and implementing on CRM systems.
  • Agile and adaptable to evolving market trends and customer needs.
  • During the interview process, applicants will be asked to share examples of their demonstrated subject matter expertise through outputs they’ve personally led such as: Segmented journey maps, touchpoint maps, strategic frameworks, service blueprints, touchpoint optimization, tactical planning, measurement planning, CX feedback loop planning, insights mining, ecosystem maps, competitive assessments, POVs, and workshop facilitation.


  • Strategic Leadership: Develop and execute comprehensive CX strategies that align with our clients’ business goals and objectives, leveraging deep industry insights and competitive analysis.
  • Customer Journey Mapping: Design and segment detailed customer journey maps that identify critical touchpoints and opportunities for engagement and improvement.
  • Service Blueprinting: Create service blueprints that outline the operational processes and interactions required to deliver exceptional customer experiences.
  • Strategic Frameworks: Develop strategic frameworks that guide the creation and implementation of effective CX initiatives.
  • Touchpoint Optimization: Identify and optimize key customer touchpoints to enhance the overall customer experience and satisfaction.
  • Tactical Planning: Lead the tactical planning of CX initiatives, ensuring alignment with broader marketing and business strategies.
  • Measurement Planning: Establish CX metrics and KPIs – in collaboration with Performance Analytics – to measure the effectiveness of CX strategies and initiatives, facilitating continuous improvement.
  • Feedback Loop Planning: Implement systems and processes for collecting, analyzing, and acting on customer feedback in real-time.
  • Insights Mining: Utilize data analytics and customer feedback to generate actionable insights that drive strategic decisions.
  • Ecosystem Mapping: Develop comprehensive ecosystem maps that illustrate the interconnectedness of various customer touchpoints and channels.
  • Competitive Assessments: Conduct thorough competitive assessments to benchmark CX practices and identify areas for differentiation.
  • Point of View Documentation (POVs): Articulate and disseminate POVs on emerging CX trends, technologies, and best practices.
  • Workshop Facilitation: Lead cross-functional workshops to foster a customer-centric culture and brainstorm innovative CX solutions.
  • Media Planning and Strategy: A working knowledge of media planning-aligning with campaign goals through targeted audience analysis, strategic media channel selection, budget management, cross-channel messaging integration, and performance analysis to maximize ROI, with adjustments informed by trends and competitive insights.
  • Evangelism and Growth Mindset: Act as a vocal advocate for the importance of CX and engagement, demonstrating a growth mindset and inspiring others to adopt customer-centric approaches.


What is the primary responsibility of the VP, CX Strategy role?

The primary responsibility of the VP, CX Strategy role is to develop and implement comprehensive customer experience strategies across all touchpoints and channels to drive business growth and customer loyalty.

What qualities are important for a successful candidate for the VP, CX Strategy role?

A successful candidate for the VP, CX Strategy role should possess strong leadership skills, a growth mindset, experience in CX strategy development, and a commitment to continuous improvement and innovation.

How will the VP, CX Strategy lead CX initiatives?

The VP, CX Strategy will lead CX initiatives by fostering a culture of continuous improvement and innovation, collaborating with cross-functional teams, and aligning strategies with business objectives to drive customer loyalty and growth.

What role does customer feedback play in the VP, CX Strategy position?

Customer feedback plays a crucial role in the VP, CX Strategy position as it helps in identifying pain points, areas for improvement, and customer preferences to enhance the overall customer experience strategy.

How will the VP, CX Strategy measure the success of CX initiatives?

The VP, CX Strategy will measure the success of CX initiatives through key performance indicators (KPIs), customer satisfaction metrics, feedback analysis, and business growth results to ensure the effectiveness of the strategies implemented.

Where Science + Creativity Meet

Marketing & Advertising
Founded Year

Mission & Purpose

In 2005, two young entrepreneurs set out to build the agency of the future...Where scientific acumen and creative innovation would seamlessly merge to create compelling, credible brand stories. Having an unmatched ability to marry science and creativity while honoring the two exceptionally led them to: WHERE SCIENCE + CREATIVITY MEET. Today, BGB is an independent agency of 500+ employees that delivers the best in healthcare advertising, medical communications, strategic consulting, and payer & market access. We foster a team culture that brings a passion for transformational science, encourages curiosity, inspires creativity and instills the value of collaboration and teamwork.