Associate Director, US Omnichannel​/Digital Engagement

About This Role

You will join the North American Business Operations & Insights (BIO) team within Omnichannel Excellence as a critical partner to Biogen’s US marketing teams. In this role, you will lead the planning, design, and implementation of Omnichannel and Digital engagement for an assigned inline brand or Therapeutic Area (TA), serving as the Experience Architect responsible for orchestrating personalized, insight‑driven customer journeys for both HCPs and Patients.

The position reports to the Senior Director, US Omnichannel Engagement and works closely with Brand, Media, Operations, Capabilities, IT, and Analytics teams to deliver next‑generation omnichannel engagement. You will operate at the intersection of Brand strategy, digital capability, and AI‑enabled execution, always thinking Digital‑ and AI‑first.

Serve as the Omnichannel/Digital subject matter expert and Experience Architect for assigned Therapeutic Area(s). Translate Brand objectives into orchestrated, AI‑enabled customer journeys, spanning awareness through engagement and conversion. Design engagement flows that leverage next‑best‑action recommendations across customer, channel, content, and cadence. Ensure omnichannel strategies are insight‑driven, compliant, measurable, and aligned to Brand and portfolio priorities. Maintain agility as insights and performance evolve.

Act as the single, primary omnichannel point of contact for the Brand, owning end‑to‑end strategy and execution. Guide Brand teams on experience design, channel appropriateness, content sequencing, and investment decisions. Facilitate regular engagement planning sessions to align on campaign objectives, content strategy, and optimization opportunities. Provide strategic recommendations and support the evolution of Biogen’s commercial model toward a fully integrated, AI‑enabled omnichannel approach.

Own end‑to‑end accountability for omnichannel campaign planning, execution, performance, and optimization. Ensure Media strategies are fully integrated into the experience design. Collaborate with Media, Omnichannel Operations, Decision Science, and IT teams to ensure high‑quality, on‑time, and compliant execution. Translate designs into clear business and operational requirements, prioritised through SAFE/Agile delivery processes. Ensure adherence to playbooks, SOPs, and enterprise standards for scalability and consistency.

Serve as the TA’s expert on Biogen’s Mar Tech ecosystem and AI‑driven orchestration tools. Champion adoption of omnichannel capabilities and ways of working in partnership with Operations. Take end‑to‑end accountability for campaign execution.

Take full responsibility for omnichannel impact against Brand objectives. Partner with Decision Sciences to interpret AI‑driven insights and refine next‑best‑action logic. Champion tagging, tracking, and reporting readiness from the outset. Drive continuous optimization through testing and insight‑led refinements.

Maintain a strong understanding of next‑generation omnichannel engagement, including AI‑driven personalization and automation. Stay ahead of digital and AI trends, emerging channels, and evolving best practices across HCP and Patient engagements.

• Minimum of 7 years’ Omnichannel/Digital engagement healthcare client experience with a focus on strategy, planning, execution, and measurement in Pharmaceutical or Biotech.
• Omnichannel Strategy Design for Inline Brands.
• Proven ability to design and evolve omnichannel engagement strategies, including customer journeys, channel mix, and content sequencing.
• Strategic Execution Ownership: strong capability to own strategy‑to‑execution for assigned brands, ensuring alignment between design, delivery, and performance.
• AI‑Enabled Omnichannel Fluency: working knowledge of AI‑driven next‑best‑action, personalization, and orchestration frameworks.
• Brand Partnership & Influence: experience as a trusted omnichannel partner to Brand…