Head of Digital Customer Engagement

AstraZeneca UK is looking for an outstanding Head of Digital Customer Engagement to lead one of our most critical commercial transformation initiatives.

This is a rare opportunity to develop how we engage healthcare professionals and customers in a more digital, data-driven and personalised world. Reporting to the Director, Strategy, Innovation & Business Excellence, this role will define the next phase of our digital customer engagement ambition in the UK.

We want to be groundbreaking in digital marketing and customer engagement in the life sciences industry. The successful candidate will shape how AZUK engages customers in a more digital, data-driven and personalised world. They will influence high-level commercial planning and work with global Centres of Excellence. They will lead a specialist team and improve content and media’s role in customer engagement. They will also help position AZUK at the forefront of innovative digital marketing in life sciences.

• Lead the strategy for digital customer engagement across AstraZeneca UK and define what excellence looks like across brands, channels and customer journeys.
• Collaborate with senior commercial leaders and brand teams to develop more effective stronger methods for engaging customers, ensuring stronger digital thinking is coordinated into commercial brand plans with clear recommendations on how digital, data, content, media, and technology can improve business performance.
• Support AZUK to move from channel‑led activity to more connected, insight‑led customer journeys, with stronger segmentation, personalisation and measurable outcomes.
• Drive smarter use of data, AI and the MarTech stack, improving how digital channels, CRM, analytics, automated marketing and campaign delivery work together.
• Lead the development of plans to use the full MarTech stack; better integration of digital channels; stronger use of digital performance data and driving digital insight.
• Support brand teams in crafting content that performs strongly in digital environments and helps grow reach, engagement and customer value.
• Set standards for the quality of digital content, guide brands including approaches, integration of content strategy through various platforms, SEO, GEO, customer journeys and channel pricing.
• Lead the team with practical recommendations to improve content performance based on data, customer behaviour and channel insights.
• Connect global capability to UK market needs by embracing and tailoring the best enterprise tools, frameworks, and approaches that build value locally.
• Identify emerging trends across digital marketing, AI, media, SEO, GEO and sales technology, turning those insights into practical recommendations.
• Be responsible for agency and partner relationships across media, SEO and digital, ensuring AstraZeneca UK gets strong strategic input, optimisation and measurable value.
• Lead a dedicated group of experts and actively contribute to the wider IBEX leadership agenda, building a strong partnership with Technology, Insights & Analytics and Commercial Operations.

Success in this role will be demonstrated by a clear step‑change in the quality, reach, relevance and measurable impact of digital customer engagement. You will support the establishment of a clear and ambitious strategy for engaging customers through digital channels that is embedded into commercial strategy, brand planning and execution. You will strengthen customer reach through more deliberate and effective consented engagement, more connected journeys and more relevant digital communication. You will ensure data, AI, insight and technology are being used responsibly to improve targeting, personalisation and performance. You will strengthen governance, execution and partnerships so that campaigns are compliant, effective and easier to deliver at pace. You will build a high‑performing team and help strengthen IBEX’s impact across the UK business playing strong part in building digital customer engagement across AstraZeneca.

• Significant experience in digital marketing, omnichannel engagement, customer experience or commercial transformation.
• Strong commercial understanding and ability to shape business strategy.
• Proven ability to influence senior leaders and act as a strategic thought partner.
• Experience designing and delivering customer engagement strategies across multiple digital channels.
• Strong understanding of customer journeys, segmentation, personalisation, consented customer engagement and content optimisation.
• Experience using data, insight and analytics to improve performance and guide investment decisions.
• Good understanding of marketing technology, CRM, customer data platforms, marketing automation or analytics tools.
• Proven background collaborating with media, SEO, digital, or content agencies to improve overall performance and business impact.
• Ability to operate effectively in a regulated environment.
• Experience leading teams directly or through matrix leadership.
• Excellent judgement, communication and stakeholder management skills.

• Experience in healthcare, pharmaceuticals, life sciences or another regulated sector.
• Understanding of ABPI requirements or equivalent industry codes.
• Experience with Salesforce Marketing Cloud, Salesforce Data Cloud, Adobe Analytics, Google Search Console or similar platforms.
• Experience with AI, generative AI, next‑best‑action, marketing automation, journey orchestration, SEO or GEO.
• Experience collaborating with global Centres of Excellence or regional/global capability teams.
• Previous brand, agency, consultancy, media or commercial transformation experience.

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life‑changing medicines. In‑person working gives us the platform we need to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

This role provides a chance to lead a high‑impact agenda at the intersection of commercial strategy, digital innovation, customer insight, content excellence, media performance, technology and leadership. At AstraZeneca UK, we are committed to delivering against three missions: Accelerating the position of the UK as a global centre of excellence in life sciences; Redefining healthcare through fast and equitable access to the most effective medicines, high quality care; Delivering sustainable leadership that prioritises healthy people, society and planet.

Our head office in Pancras Square offers us the strongest possible platform to transform the lives of patients, as the country’s leading biopharmaceutical company. It brings AstraZeneca UK closer to our customers, partners and collaborators in the UK's healthcare environment, and develops greater collaboration with the wider AstraZeneca footprint.

Are you ready to make a significant impact on patients' lives and your personal growth? This role gives the right candidate an opportunity to develop the future of customer engagement within a leading biopharmaceutical firm. It involves influencing senior commercial strategy, working with global centres of excellence, and driving visible business impact in a strategic UK leadership position. If you are excited by the opportunity to define and lead the next phase of digital customer engagement at AstraZeneca UK, we would welcome your application.

Our mission is to build an inclusive and equitable environment. We want people to feel they belong at AstraZeneca and Alexion, starting with our recruitment process. We welcome and consider applications from all qualified candidates, regardless of characteristics. We offer reasonable adjustments/accommodations to help all candidates to perform at their best. If you have a need for any adjustments/accommodations, please complete the section in the application form.