Digital Customer Experience Manager Jobs (NOW HIRING)

At Gilead, we're creating a healthier world for all people. For more than 35 years, we've tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer - working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world's biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.
Every member of Gilead's team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we're looking for the next wave of passionate and ambitious people ready to make a direct impact.
We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.
Job Description
At Gilead our pursuit of a healthier world for all people has yielded a cure for hepatitis C, revolutionary improvements in HIV treatment and prevention as well as advancements in therapies for viral and inflammatory diseases and certain cancers.
We set and achieve bold ambitions in our fight against the world's most devastating diseases, united in our commitment to confronting the largest public health challenges of our day and improving the lives of patients for generations to come. As a Director Marketing, Digital Customer Experience, HIV Prevention, at Gilead, you will play a critical and exciting role in helping the US marketing organization support the current HIV prevention portfolio and potentially launch future HIV prevention therapies.
Key Responsibilities:

• Define and own a digital health roadmap in partnership with Digital Strategy & Operations team and Market Access/Patient Support targeting friction points across the patient journey-from access to adherence.
• Align solutions with brand imperatives to enable a positive customer experience from access through adherence
• Lead a robust adherence program strategy and execution plan, including patient support pathways, behavior-change interventions, and partner enablement-driving measurable persistence and outcomes in coordination with Brand, Medical, Field, and Digital teams.
• Enable breakthrough digital health initiatives that improve outcomes and experiences while ensuring compliance with regulatory and data integrity standards.
• Lead PrEP CX transformation execution, including Voice of Customer (VoC) programs, journey mapping, and CX measurement frameworks.

• Shape the annual strategic and tactical plan for HIV prevention, translating brand strategy into prioritized digital/CX initiatives with clear business cases, resourcing, and implementation roadmaps.
• Drive execution and pull-through of digital customer experience optimizations supporting pipeline and lifecycle objectives, ensuring solutions are scalable, integrated, and field-ready.
• Establish an insights-driven operating cadence by integrating primary and secondary data sources; translate analytics into executive-ready narratives and action plans that improve experience, performance, and outcomes.
• Provide strategic perspective on industry trends, competitive activity, and emerging digital capabilities, recommending differentiated approaches that advance brand leadership and patient impact.
• Oversee end-to-end content review and approval through the internal review and Med-Legal-Reg processes, ensuring high-quality submissions, timely stakeholder alignment, and secure final production readiness.

Basic Qualifications:
Bachelor's Degree and Twelve Years' Experience
OR
Masters' Degree and Ten Years' Experience
OR
PhD and Eight Years' Experience
Preferred Qualifications:

• Customer Experience Acumen: Familiarity with CX metrics (CES, CSAT, NPS) and processes (journey mapping, VoC programs).
• Digital & Health Tech Background: Proven experience in health tech, digital solutions, and mobile experiences; ability to write clear business requirements.
• CRM Marketing: Experience designing and optimizing CRM-driven, personalized journeys (e.g., email/SMS/in-app) with preference for patient support initiatives to improve adherence and persistency

• Leadership Skills: Executive presence with strong influencing, communication, and negotiation skills. Influence and align a complex matrix of senior stakeholders to drive decisions, resolve tradeoffs, and ensure cohesive delivery across Brand, Market Access, Field, Medical, Legal/Regulatory, and Technology partners.

• Strategic & Analytical Thinking: Ability to synthesize data and make actionable recommendations.
• Regulatory Knowledge: Deep understanding of FDA regulations and US pharma marketing compliance.
• Market Access: Thorough understanding of managed market and access landscape

People Leader Accountabilities:

• Create Inclusion - knowing the business value of diverse teams, modeling inclusion, and embedding the value of diversity in the way they manage their teams.
• Develop Talent - understand the skills, experience, aspirations and potential of their employees and coach them on current performance and future potential. They ensure employees are receiving the feedback and insight needed to grow, develop and realize their purpose.
• Empower Teams - connect the team to the organization by aligning goals, purpose, and organizational objectives, and holding them to account. They provide the support needed to remove barriers and connect their team to the broader ecosystem.

The salary range for this position is: $226,185.00 - $292,710.00. Gilead considers a variety of factors when determining base compensation, including experience, qualifications, and geographic location. These considerations mean actual compensation will vary. This position may also be eligible for a discretionary annual bonus, discretionary stock-based long-term incentives (eligibility may vary based on role), paid time off, and a benefits package. Benefits include company-sponsored medical, dental, vision, and life insurance plans*.
For additional benefits information, visit:
https://www.gilead.com/careers/compensation-benefits-and-wellbeing
* Eligible employees may participate in benefit plans, subject to the terms and conditions of the applicable plans.
For jobs in the United States:
Gilead Sciences Inc. is committed to providing equal employment opportunities to all employees and applicants for employment, and is dedicated to fostering an inclusive work environment comprised of diverse perspectives, backgrounds, and experiences. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, sex, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact ApplicantAccommodations@gilead.com for assistance.
For more information about equal employment opportunity protections, please view the 'Know Your Rights' poster.
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For Current Gilead Employees and Contractors:
Please apply via the Internal Career Opportunities portal in Workday.