PE-CX & Digital Strategy Lead

About PharmaEssentia:
It’s not often you get the chance to make a real impact on the lives of others, while expanding your own possibilities. You’ll find that rare opportunity at PharmaEssentia. Join us, and let’s transform lives, together. PharmaEssentia Corporation is a rapidly growing biopharmaceutical innovator. We are leveraging deep expertise and proven scientific principles to deliver effective new biologics for challenging diseases in the areas of hematology and oncology, with one product approved and a diversifying pipeline. We believe in the potential to improve both health and quality of life for patients with limited options today through the combination of rigorous research and innovative thinking. Founded in 2003 by a team of Taiwanese-American executives and renowned scientists from U.S. biotechnology and pharmaceutical companies, today we are listed on the Taiwan Stock Exchange (TWSE: 6446) and are expanding our global presence with operations in the U.S., Japan, Singapore, South Korea, and China, along with a world-class biologics production facility in Taichung.

Position Summary
The PE-CX & Digital Strategy Lead accelerates the PharmaEssentia Customer Experience (PE-CX) operating model, expands it across customer types and functional areas, and builds the digital measurement and optimization capabilities that support it. This role advances how PharmaEssentia measures and improves engagement across HCPs, patients, and key customer types — aligning engagement execution with Customer WIIFMs via a closed-loop model to drive commercial growth.

Reporting to the Head of U.S. Commercial, this leader partners closely with Marketing, Sales, Data & AI, Commercialization Analytics & Operations, Training, Market Access, Patient Services, Patient Advocacy, Medical Affairs, Global Strategy, Legal, IT, and external partners to ensure engagements deliver customer value, can be measured and are continuously improved based on business outcomes.

Key Responsibilities
CX Strategy & Capabilities
- Define PE-CX strategy across HCP, APP, patient, and account customer types

- Design engagement frameworks and deployment approaches that integrate personal, digital, and peer engagement with customer needs as the primary design driver

- Create customer-centric engagement strategies that increase personalization, make it easier for customers to act, and accelerate behavior change

- Create differentiation playbooks focused on UX design, tactical deployment, measurement, and optimization

- Establish digital standards and optimize processes to ensure consistency across customer-facing campaigns and tactics

- Serve as the enterprise subject matter expert for engagement strategy, paid media, digital platforms, and UX design

- Partner with cross-functional teams to foster a culture of customer-centricity, data-driven decision-making, and continuous improvement

PE-CX & Digital Performance Measurement & Optimization
- Define the PE-CX & Digital measurement strategy and success framework — what gets measured, why, and how it ties to customer and commercial outcomes

- Set standards for KPIs, dashboards, and measurement methodology across field engagement, speaker programs, digital marketing, paid media, CRM, websites, and patient engagement

- Translate digital performance data into clear recommendations that support brand growth

- Build rigor into measurement and decision-making by linking performance to clear customer or business outcomes

- Identify, vet, and support the implementation of new tools, platforms, or data sources that improve how engagement is delivered and measured

Drive & Apply Innovation
- Drive the deployment of AI use cases, predictive analytics, automation, and advanced measurement methods to improve customer engagement and commercial performance

- Partner with Data & AI Enablement and other functions to translate new capabilities into measurable business impact

- Evaluate emerging technologies, platf