Director, Commercial Omnichannel Orchestration and AI

Position Summary The Director of Commercial Omnichannel Orchestration, and AI will lead the strategy, execution, and continuous improvement of AI-enabled commercial analytics and omnichannel engagement capabilities across the organization. The Director will translate business priorities into scalable analytics, next-best-action decisioning, and NPP/omnichannel orchestration that improve customer engagement, field execution, and commercial performance. The Director will serve as a strategic partner to Brand, Marketing, Field Force, Market Access, IT, Commercial Operations, and external vendors to design and operationalize a modern commercial engagement model. The Director will combine innovation with execution discipline, ensuring solutions are scalable, measurable, compliant, and embedded into day-to-day business processes.

The Director will report to the Vice President, Commercial Excellence & Insights and Analytics.

Primary Responsibilities

• Lead the design and evolution of HCP and, where applicable, patient omnichannel engagement strategies across personal and non-personal channels
• Establish measurement frameworks, KPI definitions, and test-and-learn approaches for omnichannel and NPP programs
• Drive orchestration of customer journeys, content deployment, and channel optimization using data-driven insights
• Partner with Marketing, Field Force, and Commercial Operations teams to improve personalization, timing, and effectiveness of customer engagement
• Define and lead the commercial AI and advanced analytics roadmap aligned to brand strategy, launch priorities, and in-market optimization
• Identify, prioritize, and scale high-value use cases across segmentation, targeting, omnichannel optimization, next-best-action, forecasting, customer engagement, and sales effectiveness
• Translate business questions into actionable analytics frameworks, models, dashboards, and decision tools in collaboration with the Commercial Operations Team
• Partner with business leaders to ensure analytics outputs are adopted and drive measurable business impact
• Build and operationalize AI-enabled next-best-action/next-best-message capabilities to support field teams, brand teams, and omnichannel execution
• Embed decision intelligence into commercial workflows so recommendations are actionable, repeatable, and easy to use
• Develop monitoring, feedback loops, and continuous improvement processes to refine models and improve adoption over time
• Partner with IT and Commercial Operations teams to ensure the data and technology foundation supports omnichannel, AI, and advanced analytics use cases
• Help shape requirements for CRM, marketing automation, data integration, customer master, and analytics platforms
• Ensure data quality, governance, privacy, consent, and compliance requirements are built into processes and solutions
• Support integration across key data sources such as CRM, digital engagement, claims, specialty pharmacy, payer, field activity, and third-party commercial data
• Deliver executive-ready reporting and insight generation on omnichannel performance, ROI, engagement effectiveness, and business outcomes
• Create standardized dashboards and readouts to support brand planning, business reviews, and investment decisions
• Establish clear success metrics and accountability across channels, tactics, and customer segments
• Lead test-and-learn measurement to improve promotional effectiveness and optimize spend
• Act as the strategic bridge between Commercial, Marketing, Field Force, IT, Commercial Operations, and external partners
• Lead and influence in a matrixed environment, aligning stakeholders on priorities, roadmap, and execution
• Manage vendor relationships and ensure external partners deliver against scope, timelines, and quality expectations
• Promote a data-driven culture and drive change management to accelerate adoption of new capabilities
• Serve as a thought leader in commercial omnichannel analytics, AI-enabled decisioning, and customer engagement capabilities
• Provide prioritization, guidance, and cross-functional leadership across the broader Commercial Operations organization
• Help shape the future capability model, including operating model, resource needs, and skill requirements

Competencies

• Strong knowledge of omnichannel measurement, campaign analytics, customer journey analytics, and promotional effectiveness
• Familiarity with next-best-action, personalization…