Director, Direct-to-Customer Innovation & Digital Health

Accountabilities:

• • Define and lead the direct-to-customer digital health strategy focused on connecting patients, caregivers, and HCPs with relevant information and clinical trial opportunities.
  • Partner with Clinical Operations and Medical Affairs to develop digital approaches that help customers navigate diagnosis, treatment decisions, and available clinical research opportunities.
  • Translate complex scientific information into clear, compelling, and accessible messaging for patients, caregivers, and healthcare professionals across owned and third-party channels.
  • Identify and engage appropriate subject matter experts to communicate and support the organization’s scientific mission.
  • Partner with Patient Advocacy organizations to ensure patient perspectives, needs, and voices are consistently incorporated into digital experiences.
  • Collaborate with engineering, UX research, design, marketing, data science, and other stakeholders to build integrated, scalable, and customer-centric digital products.
  • Use analytics, behavioral insights, user research, and experimentation to identify customer friction points and continuously optimize digital experiences.
  • Establish and monitor KPIs covering engagement, satisfaction, accessibility, performance, conversion, and overall experience quality.
  • Ensure digital products and customer experiences comply with healthcare privacy, accessibility, and regulatory requirements, including HIPAA, GDPR, and WCAG.
  • Drive agile product execution, including sprint planning, prioritization, release management, and coordination across internal and external delivery partners.
  • Champion a customer-first approach that balances measurable business and engagement outcomes with empathy, inclusion, accessibility, and trust.
  • Manage the CLL Navigator social media presence and develop partnerships with patient advocacy groups to strengthen reach and engagement.
  • Help advance innovative approaches to personalization, experimentation, digital engagement, and customer experience across the broader health ecosystem.

  Requirements:

  • Bachelor’s degree in business, engineering, computer science, design, or a related discipline is required.
  • A medical affairs background, including education or professional experience in medicine, pharmacy, nursing, pharmacology, or a related healthcare discipline, is required.
  • Proven experience developing and executing digital product or customer experience strategies that balance usability, scalability, compliance, and measurable outcomes.
  • Demonstrated ability to translate complex scientific or technical concepts into simple, compelling, and audience-appropriate communications.
  • Strong technical fluency across Salesforce CRM/Marketing Cloud, analytics platforms, content management systems, and modern web architecture.
  • Demonstrated experience using data, behavioral insights, experimentation, and user research to optimize digital products and customer engagement.
  • Strong understanding of healthcare regulatory, privacy, accessibility, and patient-engagement requirements, including HIPAA and GDPR.
  • Excellent stakeholder management and communication skills, with the ability to influence and collaborate across highly matrixed, cross-functional environments.
  • Demonstrated success partnering with engineering, design, UX, marketing, analytics, medical, and other business functions to deliver complex digital initiatives.
  • Experience scaling health, wellness, consumer technology, or customer experience platforms, ideally within a leading consumer technology or health-focused organization.
  • A Master’s degree or MBA is preferred.
  • Experience with AI-driven personalization, experimentation frameworks, and large-scale user engagement is preferred.
  • Experience in oncology, chronic disease management, digital therapeutics, or related healthcare environments is a plus.
  • Strong entrepreneurial mindset, analytical thinking, continuous learning, adaptability, and results orientation.
  • Willingness to travel approximately 20%.

  Benefits:

  • Annual base salary range of $187,100–$247,100, with actual compensation based on qualifications, experience, education, skills, certifications, and work location.
  • Eligibility for an annual performance bonus for non-commercial roles.
  • Eligibility for discretionary equity awards and participation in an employee stock purchase plan.
  • Comprehensive medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • FSA/HSA options.
  • Life insurance.
  • Paid time off.
  • Wellness benefits and programs.
  • Remote work opportunity within the United States.
  • Opportunity to lead high-impact digital health initiatives at the intersection of healthcare, technology, data, and patient experience.