Experience Lead, GCS Creative Services

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Are you ready to own the end-to-end creative ecosystem for a major brand and turn strategy into compliant, high-performing campaigns that improve patient experiences and outcomes? As the Experience Lead, you will be the strategic and operational bridge between brand leaders and our creative service teams, transforming business objectives into clear, scalable programs across HCP, patient, market access, and medical audiences. You will influence brand decisions, anticipate needs, and set a unified service roadmap that raises quality while accelerating time to market. Acting as the single point of accountability for integrated marketing operations, you will orchestrate complex, regulated work across channels and functions-ensuring delivery is on time, on brief, and MLR-ready. Do you thrive in fast-moving environments where your judgment, communication, and planning keep the work compliant and moving forward? This role is based in Wilmington, Delaware (hybrid), with travel up to 10-15% for workshops, brand planning, reviews, and key production needs. Accountabilities: Experience Leadership and Strategic Authority: Lead the brand's creative services ecosystem with a command of category dynamics, audience segments, channel strategy, and commercial priorities-so work aligns tightly to brand plans and performance goals. Strategic Counsel and Brand Partnership: Bring clear, proactive points of view on milestones, competitive shifts, and creative opportunities; anticipate needs and elevate creative output as a trusted partner in brand planning. Relationship Management and Expansion: Build senior-level trust across marketing, sales training, research, medical affairs, and analytics to position Creative Services as a strategic partner across the brand organization. Demand Management and Intake: Convert marketing direction into actionable creative briefs with precise objectives, audiences, claims and data, deliverables, channels, formats, and success criteria to drive clarity and speed. Creative and Content Planning: Maintain and socialize an integrated roadmap across brand functions and service teams, providing transparency into deliverables, dependencies, milestones, and capacity impacts. Prioritization and Resource Coordination: Forecast workload, align writers, medical writers, designers, and vendors, and activate the right resources at the right time to keep critical workstreams on track. Stakeholder Communication and Reporting: Set expectations and cadence, manage feedback cycles, and maintain dashboards for project status, on-time delivery, MLR approval rates, and capacity forecasts to inform decisions. Quality and Compliance Readiness: Ensure every asset meets quality standards, brand guidelines, core messages, channel specs, and regulatory requirements; oversee MLR-ready packets with claims mapping and references. Scope and Financial Management: Define scope, manage budgets and forecasts, and demonstrate service value while aligning investment with brand priorities and expanding utilization of capabilities. Risk Management and Escalation: Identify risks early, drive mitigation plans, escalate appropriately, and resolve bottlenecks to protect timelines and outcomes across the brand portfolio. Executive Reporting and Narrative Management: Maintain a clear account narrative and provide transparent reporting on delivery performance, stakeholder sentiment, capacity needs, and growth opportunities. Stakeholder Navigation and Conflict Resolution: Address scope, timeline, quality, and resource constraints with professionalism to preserve and strengthen trust. Process Improvement and Operational Excellence: Implement consistent templates and workflows; capture learnings to reduce cycle time, increase first-pass approvals, and scale content reuse through modular frameworks. Team Leadership and Development: Mentor cross-disciplinary team members and vendors; foster collaboration, accountability, and creative excellence so the team grows and the work improves. Essential Skills/Experience: Experience: 8 years in a creative, healthcare, or pharmaceutical agency environment, or in-house creative operations, with a demonstrated blend of account management, content planning, and project leadership. Proven experience serving as a primary Experience Lead for large-scale pharmaceutical brands with ownership of omni-channel ecosystems across multiple audiences is required. Education: Bachelor's degree in Advertising, Communications, Marketing, Business, or related field required. Healthcare and Regulated Industry Experience: Proven experience in pharmaceuticals, biotechnology, or other regulated industries is required. Deep familiarity with MLR review processes, claims substantiation, reference management, and compliance workflows are essential. Account and Stakeholder Management: Exceptional client-facing presence with a record of accomplishment of building and sustaining senior-level relationships across multipl

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