Director, Digital Growth & Customer Experience (AI)

TL;DR

Director, Digital Growth & Customer Experience (AI): Establishing and leading a Commercial Digital Center of Excellence to drive digital commercial strategy, customer experience, product commercialization, and AI-enabled growth with an accent on digital governance, analytics, and customer journey transformation. Focus on building enterprise capabilities, prioritizing investments, developing executive dashboards, and connecting digital initiatives to measurable revenue and customer outcomes.

Location: Hybrid work schedule in Waltham, Massachusetts, with onsite work Monday through Thursday.

Salary: $180,000–$250,000 annually.

Company

hirify.global develops medical device, diagnostic, and biotechnology solutions for drug development, clinical care, and life sciences markets.

What you will do

• Develop and execute a three-year commercial digital strategy aligned with enterprise growth objectives and Vision 2030.
• Establish and lead the Commercial Digital Center of Excellence, including governance, standards, operating models, and reusable capabilities.
• Own the global digital customer experience strategy across websites, portals, self-service, customer journeys, personalization, and customer feedback.
• Lead digital growth, demand generation, commercialization, conversion optimization, content, and customer engagement strategies.
• Partner with Enterprise Data & AI to prioritize responsible AI capabilities for personalization, content generation, digital assistants, recommendations, and commercial optimization.
• Build executive dashboards and performance indicators connecting digital investments with pipeline, revenue, adoption, satisfaction, and return on investment.

Requirements

• 12+ years of experience leading enterprise digital transformation or commercial digital organizations.
• 7+ years of experience leading cross-functional teams and building alignment across Marketing, Sales, Product Management, Customer Service, Business Operations, Data & AI, and IT.
• Experience establishing enterprise capabilities, operating models, governance frameworks, or Centers of Excellence.
• Experience with digital customer experience, digital product management, customer journey transformation, commercial AI, analytics, growth strategy, or digital transformation.
• Strong executive presence, business acumen, communication skills, and ability to influence without direct authority.
• Bachelor’s degree in Business, Marketing, Information Systems, Computer Science, or a related discipline required.

Nice to have

• MBA or another relevant advanced degree.
• Experience in medical devices, diagnostics, healthcare, life sciences, or another regulated industry.
• Experience leading organizational change, capability building, and adoption of new digital tools.

Culture & Benefits

• Hybrid and flexible work arrangements.
• Medical, dental, and vision coverage.
• Competitive 401(k) company match, bonus program, generous paid time off, and paid holidays.
• Tuition reimbursement and professional development opportunities.
• Engagement events and workplace food benefits at selected Massachusetts and Maine offices.
• Culture grounded in customer centricity, ingenuity, ownership, collaboration, and integrity.