Director - Digital Content and Customer Experience

Job description

Job Description Director - Digital Content and Customer Experience, Digital Human Health (DHH) Job TitleDirector — Digital Content and Customer Experience, Digital Human Health Job DescriptionThis role sits within the Digital Content and Customer Experience vertical of Digital Human Health (DHH), India Hub. The Director, Digital Content & Customer Experience (DCCE), is a senior leader responsible for shaping and executing an omnichannel content strategy and delivering human-centric customer experiences across the Human Health division. This role bridges complex scientific and medical information with modern digital experiences for healthcare professionals (HCPs), patients, and caregivers. The Director oversees the end-to-end content lifecycle—from ideation and modular content design through Medical, Legal, and Regulatory (MLR) review, approval, activation, personalization, and measurement. The role drives compliance-by-design content operations, enables scalable content innovation, and optimizes digital channel performance. The Director leads a cross-functional team and partners closely with the Customer Engagement, Innovation, and Technology teams to deliver measurable impact. Role Overview The Director of Content and Customer Experience drives the digital transformation of content development and customer engagement across the global enterprise. Positioned at the intersection of commercial strategy, technology, and science, this leader modernizes how our company communicates with healthcare professionals, patients, and payors. The mandate is to transition the organization from product-centric marketing to a seamless, data-driven, omnichannel ecosystem that delivers personalized, high-value experiences at every touchpoint. Operating within a highly regulated environment, the Director oversees the global content supply chain, deploying advanced MarTech and modular content frameworks to scale compliant messaging efficiently. This executive bridges institutional silos, uniting Brand Marketing, Medical Affairs, IT, and Legal/Regulatory teams while leveraging advanced analytics to optimize user experiences. Ultimately, this role is responsible for building a high-performing team and scaling a digital infrastructure that deepens stakeholder trust, enhances content and customer experience journeys, and supports optimal patient outcomes. This role will be part of DHH DCCE Leadership Team. Key Responsibilities · Define and lead the content ecosystem strategy across therapeutic areas, aligned to global brand vision and customer needs across markets and channels. · Establish a scalable content operating model to deliver compliant, high-quality digital and hybrid assets (e.g., interactive visual aids, websites/landing pages, email journeys, patient education modules, videos, banners, and field-enabled content). · Drive modular content transformation by designing content as reusable components (modules/blocks) that enable rapid assembly, repurposing, localization, and channel-specific optimization. · Advance content innovation by partnering with stakeholders to modernize formats (interactive, dynamic, and accessible experiences) and strengthen scientific storytelling through digital-first approaches. · Own content performance management by defining content KPIs, testing and learning agendas, and improvement loops based on engagement and behavioral insights. · Enable global-to-local execution by creating standards, playbooks, and governance that support market adaptation while protecting brand consistency and scientific accuracy. Lead customer journey strategy and orchestration by mapping and optimizing end-to-end experiences for HCPs and patients across digital and physical touchpoints. Translate insights into experience design in partnership with Advanced Analytics/Business Insights—using behavioral, preference, and channel performance data to inform best-next content, best timing, and next-best actions. Champion human-centered design by embedding UX research, accessibility considerations, and usability testing into content and experience development. Improve omnichannel consistency by aligning content, channel roles, and messaging across field, web, email, paid media, and virtual engagement. Optimize marketing technology enablement (MarTech) by maximizing platform capabilities, improving segmentation and targeting approaches, and enabling scalable personalization within compliance guardrails. Embed compliance-by-design across content creation and activation, ensuring adherence to all applicable standards and regulations (e.g., promotional/non-promotional requirements, privacy, and data use policies). Lead and streamline MLR (Medical/Legal/Regulatory) collaboration by developing clear workflows, improving cycle times, and enabling agile approvals without compromising quality or risk controls. Oversee agency and vendor partnerships (creative, digital, medical writing, production, localization, analytics) with accountability for quality, timelines, and cost effectiveness. Strengthen content operations excellence by implementing standards, templates, taxonomies/metadata, digital asset management practices, and documentation to improve reuse and findability. Build and develop a high-performing team of content strategists, UX/UI designers, channel specialists, and digital product owners; provide coaching, feedback, and growth opportunities. Influence cross-functionally in a matrix environment by aligning priorities, resolving trade-offs, and ensuring execution against business outcomes. Education RequirementsBachelor’s or Masters degree in Marketing, Communications, Life Sciences, or a related field (or equivalent experience) Required Experience and SkillsMinimum of 10+ years directing digital marketing, content strategy, content development and deployment, or customer experience initiatives, with at least 5 years of leadership experience within the pharmaceutical, biotech, or healthcare sector. · Regulatory Expertise: Deep understanding of FDA guidelines, PhRMA code, DDMAC, and international regulations governing pharmaceutical advertising and compliance. · MarTech Architecture: Proven track record managing enterprise-level marketing technology stacks, specifically Veeva (PromoMats, CRM), Adobe Experience Cloud, and Salesforce. · Data & Analytics: Demonstrated ability to leverage advanced data analytics, A/B testing, and metrics (such as NPS) to measure engagement and optimize the omnichannel user experience. · Stakeholder Leadership: Exceptional cross-functional leadership skills, with a history of successfully navigating complex Medical, Legal, and Regulatory (MLR) review processes and managing substantial agency budgets. · AI strategy and responsible use: Articulate how content development and customer experience will adopt agentic AI and GenAI for development, integration, review, analytics, insight generation, and book-of-work execution. Maintain awareness of the opportunities, limitations, and responsible use of AI in a regulated environment. Required Skills: A/B Testing, Adobe Experience Cloud, Biological Sciences, Biopharmaceutical Industry, Client Counseling, Customer Engagement, Digital Healthcare, Digital Marketing, Digital Transformation, Emerging Technologies, Human-Centered Design, Life Science, Medical Affairs, Medical Writing, Operational Acceptance Testing (OAT), Product Management, Requirements Management, Solution Architecture, Stakeholder Relationship Management, Technical Advice, User Experience (UX) Design, Waterfall Model Preferred Skills: Current Employees apply HERE Current Contingent Workers apply HERE Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search fi