Senior Vice President, OCX Strategist

Description

We are seeking an experienced leader to expand our established Omnichannel Consulting Services team. This SVP will partner with global pharmaceutical and biotech clients to accelerate their transformation into truly omnichannel enterprises, supported by a multidisciplinary team of subject matter experts. You will define the future state of omnichannel engagement, architect roadmaps, and steward clients and agency partners through change. You will drive team collaboration in an agile-inspired team structure and ways of working.

This team also serves as an omnichannel center of excellence, supporting standard agency-of-record work. You will provide SME support to in-line CX Strategists who are dedicated to those AOR books of business.

Additionally, you will play a product management role, transforming consulting engagements into scalable and repeatable offerings. This includes packaging services into defined "products," creating polished deliverables and templates, and operationalizing consistent ways of working that ensure efficiency, quality, and professional fit and finish across client engagements.

Responsibilities

• Client Transformation, OCX Strategy, & OCX Implementation
  
• Lead Client Transformation: Orchestrate SME team members and client participants through omnichannel organizational transformation activities, such as conducting maturity assessments, defining future-state operating models, delivering enterprise transformation roadmaps, crafting organizational communication and training strategies, and developing new operational SOPs for client marketers and their agency partners.
  
• Drive Experience Strategy: Develop HCP/patient journey strategies, orchestrated engagement blueprints, and personalization programs for omnichannel application. Collaborate to develop business rules governing the experience design for use in marketing automation platforms.
  
• Establish COE Standards: Create playbooks, governance models, and KPI frameworks that embed omnichannel excellence. Leverage these standards to create client-specific iterations tailored to client circumstances.
  
• Lead Omnichannel Implementation: Partner with SMEs to implement omnichannel campaigns.
  
• Steward Platform Adoption: Advise on and guide implementation of martech ecosystems (CRM/MA, CDPs, CMP/DAM, decision and orchestration tools).
  
• Measure & Optimize: Assist in the definition of client KPIs, lead experimentation/test-and-learn agendas, and tie performance to business outcomes.
  
• Ensure Agency Operational Excellence: Drive individual team member accountability to Kanban and agile-inspired methodologies.
  
• Integrate Agency Teams: Align core team and flex resources from across Syneos with client priorities to ensure unified delivery.
  
• Lead & Grow Talent: Build and mentor the team for growth as consultants and strategists; foster a culture of innovation and rigor.
  
• Contribute to Growth: Serve as a visible thought leader; author POVs, speak at conferences, and help drive consulting revenue growth.

Productization & Service Packaging
In partnership with the EVP, Practice Lead, you will:

• Productize Consulting Services: Translate unique consulting engagements into scalable productized offerings, including defined staffing packages, deliverables, and ways of working.
• Standardize Deliverables: Design and maintain polished templates and frameworks that streamline repeat activities while ensuring consistent quality.
• Operationalize Ways of Working: Codify and enforce standardized processes for each productized service to ensure efficiency and consistency across engagements.
• Evolve the Product Suite: Collect client and internal feedback, monitor adoption rates, and refine service offerings to keep pace with evolving client needs and market trends.
• Ensure Fit & Finish: Oversee the design, polish, and professional presentation of all client-facing deliverables to maintain enterprise-level standards.
• Assist with New Business Development: Proactively create case studies as work is completed, plus craft content to support capabilities presentations and RFP responses. Actively participate in the new business acquisition process, from early capabilities introductory discussions to formal RFP response writing and pitch presentations to participation in industry thought leadership platforms.

Requirements

Professional Experience:

• 12-15+ years in omnichannel experience strategy, consulting, or digital transformation, with significant healthcare/pharma focus.
• Demonstrated success leading large-scale client transformations, preferably building or maturing Omnichannel COEs.
• Strong fluency in pharma martech stacks (Salesforce, Adobe, Market, Veeva, Pega, CDPs, CMPs).
• Deep understanding of HCP/patient engagement, content operations, MLR/regulatory requirements.
• Track record in analytics, KPI design, and measurement frameworks tied to ROI.
• Proven ability to lead senior client conversations and influence C-suite stakeholders.
• Experience in product management or productization of services (digital, consulting, or software background preferred).
• Strong process design and operationalization skills; proven ability to convert complex consulting deliverables into reusable templates, playbooks, and SOPs.
• Demonstrated ability to navigate ambiguity while balancing customization vs. standardization in client delivery.
• Proficiency in design literacy (e.g., working with creative/design teams to ensure high-quality fit/finish).

Desired Attributes:

• Executive presence with consultative gravitas.
• System thinker who can see patterns across engagements and codify them into products.
• Detail-oriented finisher who values professional polish in client deliverables.
• Efficiency seeker with passion for streamlining operations and creating repeatable success.
• Hybrid operator comfortable flexing between consulting strategist and product manager.
• Change agent with the ability to manage resistance and drive adoption.
• Entrepreneurial spirit to grow a practice and expand revenue.
• Early adopter with a passion for innovation and emerging engagement models (AI/ML personalization, next-gen field integration).

The annual base salary for this position ranges from $230,000 to $240,000. The base salary range represents the anticipated low and high of the Syneos Health range for this position. Actual salary will vary based on various factors such as the candidate's qualifications, skills, competencies, and proficiency for the role. In addition, some positions may include eligibility to earn commissions/bonus based on company and / or individual performance.

At GSW, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn't align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.

GSW is a full-service healthcare communications agency that goes beyond advertising to create personalized brand experiences that involve, inspire, educate and activate people through ongoing brand journeys. As one of the world's ten most-awarded healthcare advertising agencies, GSW is hell-bent not to replace the same old with the same old. This is achieved through a provocative premise - if other brands communicated the way healthcare brands do, how many customers would they have? GSW turns against this premise through discovery of beneath-the-surface customer insights that we impact with stories, simplicity and authenticity.

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Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)

Syneos Health has a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Syneos Health customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Syneos Health and maintain compliance with these requirements.
At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.