The Senior Director, Customer Experience and Commercial Capabilities will play a pivotal role in shaping the future of how our organization engages with customers across North America. Reporting to the Vice President, Customer Experience, Insights & Operations, this leader will advance the company’s commitment to delivering world-class customer experiences and harnessing the power of AI to transform how we work. By unifying strategy, data, technology, AI, and marketing, this role will accelerate our ability to deliver seamless, personalized, and impactful experiences for customers—and measurable results for the business. The Senior Director will lead a high performing, cross-functional team and serve as a strategic partner to brand and functional leaders to scale capabilities, enhance performance, and unlock new opportunities for growth. This is a unique opportunity to lead a team at the forefront of biotech’s evolution—where customer experience and artificial intelligence converge to drive innovation, agility, and meaningful impact for patients and the organization.Key Responsibilities:Strategic LeadershipDevelop and execute an enterprise Customer Experience (CX) strategy that spans therapeutic areas and integrates omnichannel engagement, data science, and AI-driven insights.Partner with brand, field, medical, and market access teams to align CX strategies with business objectives and launch goals.Champion innovation by identifying emerging technologies, data partnerships, and digital opportunities that enhance customer engagement and commercial effectiveness.Functional LeadershipLead and unify the following functions:Omnichannel Center of Excellence – strategy, journey design, orchestration, and enablement.Digital Measurement & Performance – measurement frameworks, dashboards, KPIs, and ROI analysis.AI Strategy & Enablement – governance, education, and application of generative and predictive AI.Execution & PartnershipServe as a strategic advisor and subject-matter expert to brand and cross-functional teams, ensuring advanced capabilities are embedded into commercial plans and execution.Oversee CX implementation across launch brands, ensuring agile execution, alignment with field strategy, and measurable impact.Manage executive agency relationships (media, digital) to drive innovation, efficiency, and consistent execution across brands.Team LeadershipLead, inspire, and develop a diverse team of experts, fostering a culture of innovation, collaboration, and accountability.Establish clear goals and performance metrics, champion professional development, and create pathways for career growth.Enterprise EnablementAdvance Sobi’s enterprise CX strategy—right-sizing frameworks, tools, and processes to align with Sobi-specific needs.Build scalable governance and operating models that leverage speed, agility, and cross-functional collaboration
