Customer Experience Strategist

Havas Health New York , NY 10007

Posted 11 months ago

Customer Experience Strategist

The role

The CE Strategist will be a superb CE lead and communicator, energetic and savvy at both planning and

guiding experience recommendations that tie back to measurable business objectives and demonstrate

brand strategy in a customer-centric manner. This role will be instrumental in the development of both

experience strategies, experience plans, individual programs, and will always consider the customer first.

They will be adept at understanding the end-user's needs and will have the ability to make intelligent and

informed decisions regarding content distribution and tactical recommendations based on those needs.

The CE Strategist will be self-motivated, client-facing and have an entrapenuerial spirit. They will work in

close partnership with colleagues in Brand Planning, UX, Analytics, Creative, Account Services, Project

Management, and Development. The

CE Strategist will create deliverables that will guide brand experiences for multi-channel programs as well

as specific assets including websites, mobile apps, rep details, self-guided e-detailers, CRM, social media,

DM and more.

What we expect from you

  • Partner with the Brand Planners, UX, Creative, and Account in the development of experience

strategies and tactical plans

  • Work closely with brand planning to pull through brand strategy into experience plans, assist with

content recommendations and learning plans

  • Work to uncover new opportunities to engage with internal stakeholders to drive organic growth

  • Contributes to or lead the creation of key deliverables including digital audits, gap analyses, digital

strategy creation, persona and digital behavior segments, content mapping exercises, content

strategy assistance, as well as pulling CE Strategy through to the execution with the UX and

creative teams

  • Assesses user needs, content requirements, sources and distribution channels

  • Shapes ideas based on user and business insights while being sensitive to both the brand and the

client's internal capabilities

  • Demonstrates the ability to review analytics and data insights to guide strategy and content

optimization plans

  • Competent in the practice SEO and SEM, including keyword research and metadata strategy

  • Guide clients in developing new content and optimizing legacy content, including social platforms`

  • Drive the activation process during pitches and brand planning. including key stakeholders along

the way to ensure alignment

Background/experience and skills

  • Bachelor's degree required
  • 5 + years' experience in digital marketing, content strategy, social media in pharma, key HCP

channels such as EMR/EHR, rep detailing

  • Passionate about improving healthcare communications and working with pharma/biotech brands

  • Thorough understanding of multi-channel marketing, OSEP

  • Experience in reading data analytics reports and familiarity with data tracking tools (e.g. MS Excel,

Google Analytics, Facebook Insights, reporting management dashboards, etc.).

  • Proven track record of teamwork and collaboration

  • Role requires client-facing skills and the ability to write clear and concise presentations for

summarizing insights, experiences, outcomes and implications in straight-forward and

enlightening way for clients

  • Ability to mentor junior staff and account team members on digital trends, processes and best


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Customer Experience Strategist

Havas Health