Location: Remote, Canada

Breaking from traditional channel-first planning models, the Director, OCX Strategy is responsible for designing connected customer experiences that translate strategic and creative intent into real-world engagement systems.

This role sits at the intersection of Integrated Strategy, Creative, Media, Analytics, MarTech, Medical, Account, and XD, helping ensure that experiences are not only strategically sound but executable, measurable, and optimized over time.

The Director serves as the day-to-day OCX lead across assigned brands and accounts, ensuring customer journeys, engagement ecosystems, personalization approaches, and activation plans connect back to a unified experience vision. Develop customer experience strategies rooted in audience insight, behavioral science, and business objectives.

Define customer journeys, moments that matter, ecosystem logic, and experience principles.

Identify key barriers, opportunities, and engagement needs across the customer lifecycle.

Translate strategic and creative platforms into actionable engagement frameworks.

Partner with MarTech teams to ensure strategic requirements are implementation ready.

Connect experience design to performance outcomes.

Strategic continuity from planning through activation

5-8 years of experience in CX, omnichannel, CRM, engagement, or digital strategy

- Experience with journey mapping, ecosystem development, and customer engagement planning
- Creative, media, analytics, and MarTech teams work from a common experience framework.

The annual base salary for this position ranges from $115,000 to $140,000 CAD. 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. We also encourage you to join our Talent Network to stay connected to additional career opportunities.

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.

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

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. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.

Syneos Health® is a leading fully integrated biopharmaceutical solutions organization builtto accelerate customer success. We translate unique clinical, medical affairs and commercialinsights into outcomes to address contemporary market realities. All qualified applicants will receiveconsideration for employment without regard to race, color, age, religion, marital status,ethnicity, national origin, sex, gender, gender identity, sexual orientation, protectedveteran status, disability or any other legally protected status and will not bediscriminated against. If you are an individual with a disability who requires reasonableaccommodation to complete any part of our application process, including the use of thiswebsite, please contact us at: Email: [emailprotected] One of our staff members willwork with you to provide alternate means to submit your application.

#

📌 Planning Manager (Remote) (Montreal)
🏢 Syneos Health
📍 Montreal