About PharmaEssentia:
It’s not often you get the chance to make a real impact on the lives of others, while expanding your own possibilities. You’ll find that rare opportunity at PharmaEssentia. Join us, and let’s transform lives, together. PharmaEssentia Corporation is a rapidly growing biopharmaceutical innovator. We are leveraging deep expertise and proven scientific principles to deliver effective new biologics for challenging diseases in the areas of hematology and oncology, with one product approved and a diversifying pipeline. We believe in the potential to improve both health and quality of life for patients with limited options today through the combination of rigorous research and innovative thinking. Founded in 2003 by a team of Taiwanese-American executives and renowned scientists from U.S. biotechnology and pharmaceutical companies, today we are listed on the Taiwan Stock Exchange (TWSE: 6446) and are expanding our global presence with operations in the U.S., Japan, Singapore, South Korea, and China, along with a world-class biologics production facility in Taichung.
Position Summary
The PE-CX & Digital Strategy Lead accelerates the PharmaEssentia Customer Experience (PE-CX) operating model, expands it across customer types and functional areas, and builds the digital measurement and optimization capabilities that support it. This role advances how PharmaEssentia measures and improves engagement across HCPs, patients, and key customer types — aligning engagement execution with Customer WIIFMs via a closed-loop model to drive commercial growth.
Reporting to the Head of U.S. Commercial, this leader partners closely with Marketing, Sales, Data & AI, Commercialization Analytics & Operations, Training, Market Access, Patient Services, Patient Advocacy, Medical Affairs, Global Strategy, Legal, IT, and external partners to ensure engagements deliver customer value, can be measured and are continuously improved based on business outcomes.
Key Responsibilities
CX Strategy & Capabilities
Required Qualifications
Benefits of working with our team:
PharmaEssentia USA strives every day to improve the lives of patients as well as our employees. As a valued member of PharmaEssentia USA, you will enjoy the following benefits:
At PharmaEssentia USA, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. PharmaEssentia USA believes that diversity and inclusion among our team are critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
It’s not often you get the chance to make a real impact on the lives of others, while expanding your own possibilities. You’ll find that rare opportunity at PharmaEssentia. Join us, and let’s transform lives, together. PharmaEssentia Corporation is a rapidly growing biopharmaceutical innovator. We are leveraging deep expertise and proven scientific principles to deliver effective new biologics for challenging diseases in the areas of hematology and oncology, with one product approved and a diversifying pipeline. We believe in the potential to improve both health and quality of life for patients with limited options today through the combination of rigorous research and innovative thinking. Founded in 2003 by a team of Taiwanese-American executives and renowned scientists from U.S. biotechnology and pharmaceutical companies, today we are listed on the Taiwan Stock Exchange (TWSE: 6446) and are expanding our global presence with operations in the U.S., Japan, Singapore, South Korea, and China, along with a world-class biologics production facility in Taichung.
Position Summary
The PE-CX & Digital Strategy Lead accelerates the PharmaEssentia Customer Experience (PE-CX) operating model, expands it across customer types and functional areas, and builds the digital measurement and optimization capabilities that support it. This role advances how PharmaEssentia measures and improves engagement across HCPs, patients, and key customer types — aligning engagement execution with Customer WIIFMs via a closed-loop model to drive commercial growth.
Reporting to the Head of U.S. Commercial, this leader partners closely with Marketing, Sales, Data & AI, Commercialization Analytics & Operations, Training, Market Access, Patient Services, Patient Advocacy, Medical Affairs, Global Strategy, Legal, IT, and external partners to ensure engagements deliver customer value, can be measured and are continuously improved based on business outcomes.
Key Responsibilities
CX Strategy & Capabilities
- Define PE-CX strategy across HCP, APP, patient, and account customer types
- Design engagement frameworks and deployment approaches that integrate personal, digital, and peer engagement with customer needs as the primary design driver
- Create customer-centric engagement strategies that increase personalization, make it easier for customers to act, and accelerate behavior change
- Create differentiation playbooks focused on UX design, tactical deployment, measurement, and optimization
- Establish digital standards and optimize processes to ensure consistency across customer-facing campaigns and tactics
- Serve as the enterprise subject matter expert for engagement strategy, paid media, digital platforms, and UX design
- Partner with cross-functional teams to foster a culture of customer-centricity, data-driven decision-making, and continuous improvement
- Define the PE-CX & Digital measurement strategy and success framework — what gets measured, why, and how it ties to customer and commercial outcomes
- Set standards for KPIs, dashboards, and measurement methodology across field engagement, speaker programs, digital marketing, paid media, CRM, websites, and patient engagement
- Translate digital performance data into clear recommendations that support brand growth
- Build rigor into measurement and decision-making by linking performance to clear customer or business outcomes
- Identify, vet, and support the implementation of new tools, platforms, or data sources that improve how engagement is delivered and measured
- Drive the deployment of AI use cases, predictive analytics, automation, and advanced measurement methods to improve customer engagement and commercial performance
- Partner with Data & AI Enablement and other functions to translate new capabilities into measurable business impact
- Evaluate emerging technologies, platforms, and vendors to identify opportunities that strengthen PE-CX, assessing fit against WIIFM-first design principles
- Maintain a point of view on where the industry is headed, and where PharmaEssentia should deliberately diverge from prevailing pharma trends
Required Qualifications
- Bachelor's degree required
- 10+ years of leadership experience in biotechnology, pharmaceuticals, or healthcare
- Demonstrated success developing customer experience, commercial insights, omnichannel strategy, commercial excellence, or digital measurement capabilities
- Strong understanding of pharmaceutical commercialization across HCP, patient, and account engagement
- Experience designing measurement frameworks and translating analytics into strategy, insights, and recommendations
- Demonstrated ability to lead cross-functional initiatives and influence senior stakeholders
- Experience building and scaling a customer experience or omnichannel operating model from an early stage, not just operating within an established one
- Expertise in optimizing digital and media in at least two of the following areas (HCP third-party platforms, social media, paid + organic search, CRM, web, Gen AI)
- Track record of leading cross-functional initiatives, gaining executive buy-in, and influencing decisions and outcomes without direct budget or headcount authority
Benefits of working with our team:
PharmaEssentia USA strives every day to improve the lives of patients as well as our employees. As a valued member of PharmaEssentia USA, you will enjoy the following benefits:
- Comprehensive medical coverage
- Dental and vision coverage
- Generous paid time-off
- 401(k) retirement plan with competitive company match
- Medical & Dependent Care Flexible Spending Account
- Monthly cell phone reimbursement
- Employee Assistance Program
At PharmaEssentia USA, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. PharmaEssentia USA believes that diversity and inclusion among our team are critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
At PharmaEssentia, our goal is to treat as many people with cancer as possible. That means challenging the status quo with better science that leads to better lives. By joining our team, you will not only expand your own possibilities, but you will contribute to expanding options for people with cancer.
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