{"id":1365738,"url":"https://alion.io/job/omnicom-experience-strategy-director","title":"Experience Strategy Director","company":{"id":720301,"name":"Omnicom","domain":"omc.com","url":"https://alion.io/company/omnicom","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Sales","role_family":"Sales","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":122000,"max_usd":235000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1553},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-03T00:00:00Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-10-02T18:14:55Z","board_verified":true,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":30},"description":"Agency:\nRemedy EdgeJob Function:\nStrategy and PlanningJob Subfunction:\nAccount Planning and Brand PlanningJob Description:\nRole Overview\nThe Director, Omnichannel Customer Experience Strategy is responsible for translating upstream brand strategy into actionable customer engagement and activation strategies across channels.\nWorking in partnership with Brand Strategy, Creative, CRM, Media, Analytics, Account, and other agency disciplines, the Director defines how a brand should influence customer behavior throughout the customer journey. This includes identifying the behaviors the brand needs to create or change, understanding the barriers preventing those behaviors, determining the content and messaging strategies most likely to overcome those barriers, and identifying the moments and channels where engagement can have the greatest impact.\nThe Director serves as the day-to-day strategic owner and architect of the brand’s omnichannel tactical ecosystem, ensuring that individual tactics work together as part of a coordinated customer experience rather than as disconnected executions.\nWithin the agency’s strategic model, Brand Strategy defines the target audience, positioning, strategic imperatives, promotional goals, and campaign platform. Omnichannel Customer Experience Strategy translates those inputs into the behavioral, content, journey, channel, and tactical strategies required to activate the brand.\nKey Responsibilities\nOmnichannel Communications Planning\nPartner with Brand Strategy to translate brand objectives and strategic imperatives into specific customer behavioral goals.\nDefine current-state and desired customer behaviors and identify the barriers preventing movement between them.\nDevelop content and messaging strategies designed to address those barriers and drive behavioral change.\nOrganize the broader brand story into focused messaging and content territories that can be activated across channels.\nEnsure communications strategies remain grounded in customer insight, brand priorities, clinical evidence, marketplace dynamics, and regulatory realities.\nCustomer Journey Strategy\nDevelop customer journey maps that reflect audience needs, mindsets, behaviors, influences, and channel behaviors over time.\nIdentify priority moments where brand engagement can be most relevant and influential.\nConnect customer needs and journey moments with the communications priorities defined in the omnichannel communications plan.\nTranslate journey insights into recommendations for content, sequencing, channels, and tactics.\nLead or facilitate customer journey workshops with internal and client teams.\nOmnichannel Activation Planning\nDevelop annual and campaign-specific activation plans that translate strategy into coordinated tactical ecosystems.\nCreate 12-month activation calendars showing the timing, sequencing, and balance of messages and tactics across channels.\nPlan both cadenced communications tied to predefined market dates and triggered programs activated by customer behaviors, data signals, or journey events.\nDefine the strategic role of CRM/email, websites, media, field, point of care, print, video, congresses, and other relevant channels within the broader ecosystem.\nIdentify gaps, duplication, sequencing issues, and opportunities to improve the overall customer experience.\nStrategic Briefing and Stewardship\nOwn the strategic content of tactical and creative briefs.\nClearly articulate the customer objective, desired behavioral change, strategic context, role of the tactic, content strategy, and relevant mandatories.\nEnsure briefs explain both what needs to be created and why it matters within the broader omnichannel plan.\nProvide strategic stewardship throughout creative and tactical development to maintain alignment with approved strategy.\nIdentify when executional decisions create implications for the broader customer experience or communications strategy.\nDay-to-Day Strategic Leadership\nServe as the primary day-to-day omnichannel strategy partner for assigned brands and workstreams.\nDevelop deep fluency in the brand story, customer audience, disease and treatment landscape, competitive environment, and channel ecosystem.\nParticipate actively in relevant client meetings, internal working sessions, planning discussions, and creative reviews.\nProvide proactive strategic guidance rather than functioning solely as the producer of defined deliverables.\nPresent recommendations clearly and confidently to client and internal stakeholders.\nBuild strong working partnerships across Brand Strategy, Creative, Account, Media, CRM, Analytics, and other disciplines.\nTactical and Annual Planning\nPartner with Brand Strategy and other disciplines during annual planning, tactical planning, launch planning, and strategic workshops.\nBring a customer behavior, journey, content, and channel perspective to tactical ideation.\nEvaluate proposed tactics against customer needs, behavioral objectives, communications priorities, journey opportunities, and the existing omnichannel ecosystem.\nHelp ensure tactical plans are driven by strategic need rather than channel availability or executional novelty.\nMeasurement and Optimization\nPartner with Analytics and channel teams to connect strategic objectives with meaningful measurement approaches.\nHelp define KPIs based on the intended role of tactics and programs.\nInterpret performance insights in the context of customer behavior and the original engagement strategy.\nTranslate learnings into recommendations for content, messaging, sequencing, channel use, and experience optimization.\nAI-Enabled Strategy\nDevelop proficiency with approved agency AI platforms and strategic workflows.\nApply AI to activities such as research synthesis, insight generation, communications planning, journey development, content analysis, and tactical ideation.\nCritically evaluate AI-generated outputs and ensure final recommendations remain grounded in evidence, strategic judgment, and regulatory considerations.\nIdentify opportunities to improve the quality, efficiency, and consistency of oCX Strategy workflows through responsible AI use.\nHealthcare and Regulatory Fluency\nApply an understanding of the regulated healthcare communications environment to omnichannel strategy and activation.\nAccount for MLR review, approved claims, fair balance, privacy, customer data governance, and related operational constraints.\nUnderstand the distinctions among promotional, educational, medical, and other healthcare communications.\nDevelop strategies that are customer-centered, ambitious, and executable within the realities of pharmaceutical marketing.\nCore Strategic Outputs\nThe Director is expected to lead or materially contribute to:\nOmnichannel communications plans\nCustomer behavioral frameworks\nCustomer journey maps\nContent and messaging strategies\nAnnual omnichannel activation calendars\nCadenced and triggered engagement strategies\nChannel and tactical ecosystem recommendations\nStrategic and creative briefs\nTactical planning recommendations\nClient presentations, workshops, and strategic POVs\n\n$145,000-$155,000\nOmnicom’s policy requires employees to work in the office for a minimum of three days a week, unless additional in-office days are directed by their agency or manager. Our objective is to increase this requirement over time, and many of our agencies as well as Omnicom’s corporate group already require five days of in-office attendance.\nOmnicom is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and we’re focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together. Join us-we look forward to getting to know you. We will process your personal data in accordance with our Recruitment Privacy Notice.\nLink to Recruitment Privacy Notice: https://www.omc.com/privacy-notice\nFor US Job Seekers:\nIt is the policy of Omnicom and any of its affiliates to provide equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, gender identity, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law. 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