Sr. CX/Engagement Strategist


Saratoga Springs, New York

Senior CX (Customer Experience)/Engagement Strategist

What it takes: 

  • Collaborator: Rolls up sleeves alongside account, strategy, and creative teams to ensure that CX/engagement strategy is properly integrated within the larger marketing plan from the get-go
  • Data translator: Capable of mining, analyzing, interpreting, and distilling market research into brand/category-relevant engagement insights, market landscape traits, and brand barriers and opportunities. Familiar with analytics data, customer/digital trends, user behaviors, competitive audits, and asset/experience evaluations to understand the brand situation and inform the marketing approach
  • Landscape analyzer: Supports the defining of audience archetypes, customer micro-journeys, content needs, and engagement pillars through a combination of research types
  • Trend-spotter: Tracks, distills, and shares relevant digital, technological, and innovation insights to the broader team while finding opportunities to apply them to client solutions
  • Insight driver:
    • Capable of shaping market research guidelines, goals, and discussions to glean the most appropriate and applicable engagement insights possible
    • Stays close to tactical reporting and feels comfortable making recommendations for optimizing tactics over time based on data output; feels just as at home conducting social listening as digging into a qualitative study, since both breed insights
    • Bring an original approach to research, owning and developing a point of view around resources, methodologies, and how to apply findings to specific client situations
  • Comfortable communicator: Is effective in a variety of presentation settings: one-on-one, small/large groups, with peers, subordinates, and bosses
  • Integrated thought leader: Elevates the quality or increasing efficiency of projects by proposing novel ideas or ways of working
  • Customer journey: Supports the design of thoughtful CX that delivers a positive relationship with the brand and contributes meaningfully to tactical planning efforts (year-round)
  • Brand-building partner: Partners with brand strategy groups by having a strong value and appreciation for brand building, positioning, and pharmaceutical marketing. Can frame customers’ behavior trends/patterns, identify differences across customer segments, and apply all learning to their journey


Types of tasks

  • Disease journey + customer-brand journey mapping
    (with catalyst/barriers included)
  • Engagement strategy across journey phases
  • Customer belief and behavior profiles (individual or by segmentation)
  • Communications, technology, social and influencer auditing
  • Customer/segment activation planning
  • Tactical planning
  • Communications calendar/launch plan​ning
  • Content strategies and matrix (done by channel, program, SIS, or milestone dates)
  • Tactical program development (high level)
  • CRM strategy and planning




  • Undergraduate degree in marketing or related discipline
  • 3 to 5 years of experience in marketing with customer experience, engagement strategy, and digital execution as a focus
  • Minimum of 2 years of experience in an agency environment (healthcare/pharmaceutical industry preferable)
  • Subject matter expert in digital strategy and integrated marketing
  • Experience designing data-driven, multichannel marketing strategies utilizing customer data, website, social, paid media, email, and traditional marketing channels
  • Understanding of qualitative and quantitative research, with experience transforming data into actionable customer insights
  • CRM strategy, brand and digital strategy for HCPs and/or patients
  • Ability to evaluate integrated digital tactics, including website (SEO/UI), SEM CRM, direct marketing, content strategy, and relevant engagement platforms to determine optimal customer experience
  • Digitally fluent, with knowledge of digital marketing best practices
  • A sense of humor and collaborative approach