Digital Marketing Manager, GPS Patient Experience

Job Description

Vertex Guidance and Patient Support (GPS) is a world-class patient services organization that provides personalized access, education and continued adherence support for CF patients and caregivers prescribed Vertex medicines. The team is split into three key functions including (1) Patient Experience, (2) Patient Support, and (3) Operations.

The GPS Patient Experience team (PXT) is a dedicated function focused on ensuring the best possible patient experience for those enrolled in the GPS program. The team works in close collaboration with the Patient Support Specialists (PSSs) to provide them with tools, resources and communications that enhance their one-to-one connection with patients.

The Digital Marketing Manager/Senior Manager will be part of the GPS Patient Experience team for the Cystic Fibrosis business unit. This individual will be responsible for the implementation of our digital communication strategy by building, developing and executing all digital customer facing communications with HCPs & patients. In this role, they'll have the opportunity to define and shape the user experience across our digital platforms, conduct and synthesize user research, and provide direction on how to evolve our digital capabilities. This individual would also play a key role in partnering closely with our PSSs on building resources, communicating new resources, and proactively engaging this team for their unique needs.

While being part of the PXT Communications Team, they will work closely and Digital Customer Experience leads, as well as other key internal cross-functional stakeholders to ensure that specific business needs are identified and incorporated into the digital strategy for communications.

Key Duties & Responsibilities:

• Work on website updates and redesign, email and text capabilities by collaborating with the communications team on content/business priorities, timely development & deployment, communications review committee (CRC) submissions, and partnering with agencies and IT to execute required tasks
• Manage our GPS Axis Healthcare Professional Portal as the business product owner. Includes: documenting bugs, providing feature enhancement recommendations, design solutioning, and user testing
• Build understanding of customer preferences and drive suggestions for adapting campaign elements
• In collaboration with Digital Customer Experience Lead, facilitate user-experience research and synthesize results to provide recommendations on new digital tools and solutions for GPS
• Cultivate strong partnerships with cross-functional teams, including the communications review committee (CRC), to support business goals and provide additional digital best practice training to CRC partners as needed to support the evolving business needs
• Help build, establish and deliver the brand metrics and KPIs for digital components, as well as set analytics priorities for digital tactics - ensure alignment across digital and non-digital communications are consistent and considered. Provide key data driven insights for digital channels to ensure insights are actionable
• Guide the business to develop the vision and strategy around digital systems/processes, look for opportunities to streamline communications and find ways to optimize digital content production processes & ways of working
• Align business priority decisions with IT, cross-functional teams, and other key business partners to understand implications of each other's projects, and provide support & solutions as needed
• Drive and gather business requirements to meet development, launch or critical business timelines. Proactively identify new improvements to existing technologies and incorporate subject matter expertise into day-to-day operational improvements
• Oversee budget and agency execution of digital tactics

Required Experience

• BA/BS degree in Marketing, Design, HCI, Healthcare or related field, or equivalent practical experience
• 4+ years of relevant UX design/digital strategy experience

Required Knowledge / Skills

• Expertise in UX software such as Adobe XD, Figma, Sketch, Jira
• Experience working directly with developers. Basic HTML5, CSS3, and SalesForce experience are a plus
• Creative problem solving and strategic thinking to create solutions that meet business goals
• Ability to understand the Cystic Fibrosis disease area and the CF patient journey
• Excellent communication skills; patient-centric, customer-service minded, and a great teammate
• Self-motivated with strong project management skills and the ability to prioritize, discernment with decision marking, execute, and meet project deadlines
• Strong cross-functional collaborator with proven abilities to coordinate and work with 3rd party partners
• Comfortable working in a fast-paced, results-driven, environment
• Ability to understand performance analytics and insights and the ability to be able to apply these insights to tactical execution and planning
• Exhibits ownership and broad accountability for assigned projects and internal assignments
• Familiarity with CRC review process

Flex Designation:

Flex Eligibility Status:

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com