Director, OCX Strategy
Updated: Yesterday
Location: Remote, Canada
Job :18859
Breaking from traditional channel-first planning models, the Director, OCX Strategy is responsible for designing connected customer experiences that translate strategic and creative intent into real-world engagement systems.
This role sits at the intersection of Integrated Strategy, Creative, Media, Analytics, Mar Tech, Medical, Account, and XD, helping ensure that experiences are not only strategically sound but executable, measurable, and optimized over time.
The Director serves as the day-to-day OCX lead across assigned brands and accounts, ensuring customer journeys, engagement ecosystems, personalization approaches, and activation plans connect back to a unified experience vision. OCX is accountable for connecting journey design to activation, learning, and optimization.
What You'll Own 1. Experience Strategy & Journey Design- Develop customer experience strategies rooted in audience insight, behavioral science, and business objectives.
- Define customer journeys, moments that matter, ecosystem logic, and experience principles.
- Identify key barriers, opportunities, and engagement needs across the customer lifecycle.
- Ensure experiences remain connected across channels, touchpoints, and moments.
- Translate strategic and creative platforms into actionable engagement frameworks.
- Develop experience maps, channel role frameworks, engagement blueprints, and decision architectures.
- Define personalization opportunities, business rules, and next-best-action recommendations.
- Partner with Mar Tech teams to ensure strategic requirements are implementation ready.
- Partner with Media, Analytics, and Mar Tech teams to define measurement and optimization approaches.
- Connect experience design to performance outcomes.
- Apply learnings and insights to continuously improve engagement strategies.
- Ensure activation aligns to original strategic intent.
- What This Role Is Accountable For
- Journey and ecosystem design
- Experience architecture
- Personalization and decisioning recommendations
- Strategic continuity from planning through activation
- Cross-functional collaboration and alignment
- Experience measurement and optimization
- 5-8 years of experience in CX, omnichannel, CRM, engagement, or digital strategy
- Experience with journey mapping, ecosystem development, and customer engagement planning
- Strong strategic thinking and presentation skills
- Ability to facilitate workshops and collaborate across disciplines
- Experience translating insights into actionable strategic recommendations
- Teams understand the experience strategy and their role within it.
- Journey designs are actionable and activation-ready.
- Creative, media, analytics, and Mar Tech teams work from a common experience framework.
- Clients view the Director as a trusted day-to-day strategic partner.
- Engagement strategies drive measurable business outcomes.
The annual base salary for this position ranges from $115,000 to $140,000 CAD. The base salary range represents the anticipated low and high of the Syneos Health range for this position. Actual salary will vary based on various factors such as the candidate’s qualifications, skills, competencies, and proficiency for the role. In addition, some positions may include eligibility to earn commissions/bonus based on company and / or individual performance.
At GSW, we are dedicated to building a diverse, inclusive and authentic workplace. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.
GSW is a full-service healthcare communications agency that goes beyond advertising to create…
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