CX Strategy Director

Who we are

Langland, a Publicis Health company, is the only health communications agency that thinks further across Clinical Trial Experience, Medical Strategy & Education, Public Relations & Policy, and Advertising, to create unique value with visionary clients.

What we believe

Health brings us together. In the diseases we suffer, the medicines we create, and the causes we champion, health shows us our collective humanity. When we break the barriers that divide us, when we think further, we can create healthier futures, together.

A passion for craft

Having expert thinking is only part of our story. To ensure excellence in everything we make, we have centred our disciplines around three essential crafts: science, strategy and creativity.

OUR DIVERSITY, EQUITY & INCLUSION STATEMENT  

At Publicis Groupe UK, we’re committed to creating a safe, diverse, and inclusive working environment where everyone can thrive. This begins with striving to ensure our recruitment process is welcoming and allows equal access to opportunity for people regardless of age, disability, gender identity, neurodiversity, age, sex, disability, neurodiversity, sexual orientation, gender identity or religion. 

An inclusive workplace (PUBLICIS HEALTH)

The more diverse our team, the more imaginative, intelligent and inspirational our culture and our work will become. Here are some of the ways we help promote diversity at Publicis Health.

Recruitment

• Diversity & Inclusion management
• Mandatory unconscious bias training
• Career and school programmes to build industry access for people from mixed socio-economic backgrounds

Culture

• Support communities for women, LGBTQ+, BAME, Disabled employees and their allies
• A wellbeing programme which includes free HeadSpace membership.

Future

• CSR is central to our ethos and work moving forwards

As CX Strategy Director you will be in a client-dedicated role within an international leadership team, focused on supporting our clients’ marketing transformation, and driving their commercial impact. In this role, you will champion standards in customer strategy, integrated engagement design and comms planning for x-US international brand teams within a globally-connected agency model. You will also be part of vibrant and ambitious strategic communities within Langland, Publicis Health UK and Publicis Groupe.  

• Help international brand teams leverage and apply CX best practices to design insight-driven audience and engagement strategies that work across priority markets, supporting and overseeing the output of agency strategy teams
• Having a clear understanding of how brands grow, act as a consultant and guide to the client brand teams, confidently challenging their business and activation plans to help drive results
• Work in partnership with the Senior Director, Commercial & Brand Strategy (International), as well brand strategy leads to ensure brand plans are grounded in data-driven customer insights
• Be an advocate and driver of a customer's overall experience, helping brand teams understand customer journeys, identifying gaps and opportunities across channels, and help teams design integrated paid/owned/earned strategies that respond to those opportunities
• Serve as a subject matter expert and capability lead in experience strategy and comms planning, leading both Clients and peers alike to think about CX opportunities that solve business challenges, while meeting brand and customer needs
• Look for opportunities to use customer insight and data to sharpen brand strategies, and work in close partnership with data and media teams to drive strategic innovation and impact
• Understand what productive, high-performing CX looks like, and help teams set leading/lagging performance measures, and optimise strategies based on data insights and data signals
• Ideally, demonstrate confidence across a range of strategic disciplines, ideally covering commercial strategy, brand strategy, comms planning and customer experience strategy. Being able to join the dots from customer insight to brand growth is key
• Provide analysis of large quantities of information and organize that information into easy to understand insights and evidence that is useful to clients and agency teams
• Translate strategic insights to inform the creative and media briefing process to inspire ideation and drive action
• Partner with the International team to build out best in class CX tools, processes and frameworks that drive consistency in delivering growth plans across multiple markets
• Build strong partnerships across the organisation (data, media, ops, business, brand, PR) and with client teams
• Mentor and guide strategy teams across agency teams in UK, France and Germany

You are an experienced engagement strategist who understands how to develop marketing, comms and CX strategies for healthcare brands: demonstrating understanding of growth drivers, applying innovative approaches to audience insight and engagement, and connecting engagement goals to business objectives and commercial targets. You are an insatiably curious knowledge-gatherer who will lead and drive strategy development, and partner with client and agency teams to help grow our clients’ business through effective marketing and communication.

You are a practitioner of integrated paid, owned and earned strategy from a customer-centric and channel-agnostic perspective, focused on designing customers engagement strategies for commercial and strategic impact. You are adept in the tools, templates and data sets that inform customer strategy. Ideally, you have significant experience with patient/public audiences, as well as healthcare professionals. You are a strategic partner and advisor to internal teams and clients.

The ideal candidate enjoys working at pace across a wide portfolio of brands, and can partner closely with a distributed strategy community in UK, France and Germany.  They are comfortable working with ambiguity and in grey areas, and enjoy being at the intersection of media, data, technology, and creativity. They work well in a team but also enjoy individual responsibility. They are looking to create a strong, unique impression within client and agency teams.

Specific requirements include:

• Extensive related strategy and/or planning experience, covering omnichannel / CX / brand and commercial. Includes expertise in integrated campaign planning.
• Healthcare experience at both the consumer and healthcare professional level
• Experienced with quant and qual insights, able to analyse research and analytics and drawing out customer insights
• Well experienced at using insight tools and platforms; familiar with commercial strategy frameworks to lead business approaches on assigned brands
• Experience working on multiple workstreams with a familiarity and comfort working within an agile environment
• Preferably you have worked in a matrixed organisation across network agencies, helping remote-based clients and worked across regional-to-local tiers
• Vocal and assertive, while working collaboratively with internal and external agency partners
• English-language proficient, with ability to work closely with team members across geographies and time zones
• Excellence in presentation skills, workshopping, distillation of complex data, strategic story-telling and clarity of thought
• Proven leadership and mentoring skills
• Flexibility to travel

Langland has fantastic benefits on offer to all of our employees. In addition to the classics, Pension, Life Assurance, Private Medical and Income Protection Plans we also offer;

• WORK YOUR WORLD opportunity to work anywhere in the world, where there is a Publicis office, for up to 6 weeks a year.
• “YOU” DAYS – flexibility to take a day off for your well-being and self-care without prior notice and additional paid leave for volunteering and charity work of your choice.
• HELP@HAND BENEFITS 24/7 helpline to support you on a personal and professional level. Access to remote GPs, mental health support and CBT. Wellbeing content and lifestyle coaching.
• FAMILY FRIENDLY POLICIES We provide 26 weeks of full pay for the following family milestones: Maternity. Adoption, Surrogacy and Shared Parental Leave.
• FLEXIBLE WORKING & BANK HOLIDAY SWAP You can switch a religious Bank Holiday (either Good Friday or Easter Monday) for another day to celebrate a religious, spiritual, faith or belief-based day of your choosing.
• GREAT LOCAL DISCOUNTS This includes membership discounts with Soho Friends, local restaurants and retailers in Westfield White City and Television Centre.

Full details of our benefits will be shared when you join us!

Publicis Groupe operates a hybrid working pattern with full time employees being office-based three days during the working week. 

We are supportive of all candidates and are committed to providing a fair assessment process. If you have any circumstances (such as neurodiversity, physical or mental impairments or a medical condition) that may affect your assessment, please inform your Talent Acquisition Partner. We will discuss possible adjustments to ensure fairness. Rest assured, disclosing this information will not impact your treatment in our process.

Please make sure you check out the Publicis Career Page which showcases our Inclusive Benefits and our EAG’s (Employee Action Groups).

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