Director, Digital Growth & Customer Experience

Nova Biomedical:
One Global Brand. One Vision. Together under one name. Advanced Instruments and Nova Biomedical are now united under one brand,
Nova Biomedical
, marking a major milestone in our journey to deliver greater value to our customers. By combining our strengths, we're accelerating innovation, supporting critical workflows, and delivering world-class service across the biopharmaceutical and clinical markets.

Nova Biomedical is seeking an innovative, customer-centric Director, Commercial Digital Center of Excellence to establish and lead its Commercial Digital Center of Excellence. This newly created role will define Nova Biomedical’s digital commercial strategy and build the business capabilities needed to accelerate growth, enhance the customer experience, and enable digital transformation across the commercial organization. This is not a traditional digital marketing role.

The position is focused on business strategy, customer experience, governance, AI enablement, digital product ownership, and commercial growth. The Director will partner closely with the Director of Commercial Platforms & Integrations, who is responsible for the underlying technology platforms. The Director will serve as a strategic bridge across Marketing, Sales, Product Management, Customer Service, Business Operations, Enterprise Data & AI, and Information Technology to ensure Nova Biomedical’s digital investments create measurable business value and support the company’s Vision 2030.

• Develop and execute Nova Biomedical’s multi-year Commercial Digital Strategy in alignment with enterprise growth objectives.
• Establish a digital capability roadmap supporting revenue growth, customer engagement, product commercialization, customer retention, digital innovation, and AI adoption.
• Develop business cases, investment priorities, and executive roadmaps.
• Serve as a strategic advisor to executive leadership on commercial digital capabilities, opportunities, and investments.
• Establish Nova Biomedical’s Commercial Digital Center of Excellence, including its governance model, standards, best practices, and business transformation framework.
• Create scalable and reusable digital capabilities across business units.
• Establish enterprise standards for customer experience, digital product management, commercial AI, digital analytics, customer journey design, digital governance, personalization, and commercial innovation.
• Own Nova Biomedical’s global digital customer experience strategy.
• Lead the strategic vision for the corporate website, customer portal, partner portal, digital self-service, customer journey design, personalization, voice of the customer, and customer experience measurement.
• Use customer insights and analytics to identify opportunities and drive continuous improvement across digital channels.
• Partner with Marketing to create scalable digital growth and demand generation capabilities.
• Lead strategies supporting customer acquisition, lead generation, customer engagement, digital nurturing, conversion optimization, search engine optimization, generative engine optimization, answer engine optimization, and digital content.
• Measure the contribution of digital initiatives to pipeline development and revenue growth.
• Partner with Enterprise Data & AI to identify, evaluate, and prioritize AI opportunities across the commercial organization.
• Lead AI strategies supporting customer segmentation, intelligent personalization, content generation, search optimization, digital assistants, sales enablement, customer insights, product recommendations, and marketing optimization.
• Establish governance standards for responsible, secure, and effective AI adoption.
• Partner with Product Management to digitally enable product launches globally.
• Establish repeatable product commercialization frameworks covering customer journeys, product content, digital campaigns, sales enablement, website readiness, customer education, analytics, and commercial dashboards.
• Ensure digital channels accelerate awareness, adoption, and effective use of new products.
• Define and lead Nova Biomedical’s commercial analytics strategy.
• Partner with…