Senior CX Strategist

Updated: June 8, 2021
Location: Westerville, OH, United States
Job ID: 133125

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The Sr. CX Strategist is an integrator and architect to craft a tailored experience in partnership with subject matter experts that:

  • Crafts sticky experiences that (re)positions the brand value to the moment of need with a relentless goal to reduce motivational friction
  • Ensures mindset and channel-appropriate content delivery designed to (re)motivate brand engagement and product use
  • Serves as strategic connective tissue with other CX Strategists, Content Strategists and brand, medical strategy in order to integrate the disciplines of Research & Insights, Behavioral Science, Data Science/Advanced Analytics, Media and Managed Markets in order to create cohesive content and search channel plans

GSW is a full-service healthcare communications agency that goes beyond advertising to create personalized brand experiences. We develop strategic marketing solutions for pharmaceutical, biotech and health-and-wellness clients around the world. We create experiences that involve, inspire, educate and activate people through ongoing brand journeys.


The Sr. CX Strategist role is a regional position within the larger communications-wide CX Practice. The position is responsible for client-specific ownership of the developing and executing customer experience strategies, and an emphasis on search efforts.  The role is serviced primarily out of our Columbus, OH, office, but supporting other Ad offices within the CX practice.  The role reports to the SVP, CX Strategy, in Columbus.  The role is a core part of an integrated strategy team that includes Medical, Brand, and CX strategy with the support of Behavioral Scientists.

The Sr. CX Strategist operates as a general strategist, as well as leads and manages the ongoing search (SEO/SEM).  In this role, you will own ongoing insights and critical recommendations to evolve the businesses we support.


  • Build and optimize end-to-end experiences/client funnels/conversion cycles with an understanding of lifetime value and acquisition cost, seeing beyond the initial acquisition of new customers/users. Would work closely with analytics to define.
  • Have a background in SEO for healthcare advertising, or science and moved into marketing
  • See the indirect impact social can have on search and capitalize on this by working across disciplines to deliver best in class digital search experiences
  • Set technical SEO requirements with an understanding of content, tag management system, SEM, SEO and display advertising.
  • Upfront strategic participation by informing strategy formation using search as input to the customer, the landscape, and the opportunities left unserved
  • Content strategy integration to inform the content strategy and optimize based on performance
  • CRO: Click rate optimization in partnership with CX, Content, and Media Strategists- Improving the use of keywords, media/SEM content, CTA, and destination IA/CTA for measurement.
  • Ability to partner with cross-functional teams across agency, partners and clients
  • Create, implement, track, analyze and optimize Organic and Paid Search campaigns in various leading platforms (ie. Google AdWords, Adobe, etc.).
  • Actively test and analyze key words, copy and landing pages to increase ROI and drive incremental volume.
  • Provide detailed analysis of key metrics and program tracking techniques in order to increase overall search performance efficiency.
  • Keep abreast of SEO / SEM tools, trends, tactics, and strategies and communicate them to internal teams and external clients.
  • Keyword research and evaluation to support both Organic and Paid programs.
  • Copywriting and copy optimization for search-specific deliverables.
  • Analyzing and optimizing bids, creative copy and landing pages to maximize paid search effectiveness.


  • Lead reporting calls (search / campaign optimization) for clients, including communicating key metrics, goal attainment and optimization opportunities
  • Set and manage expectation of client and internal teams, provide consistent and effective support to existing and new business opportunities
  • Responsible for the quality of deliverables
  • Monthly / quarterly strategic report creation

Job Requirements

  • 5+ years relevant experience – of online advertising experience is required; experience working with relevant search engine toolsets and analytics platforms
  • Bachelor’s degree or equivalent experience preferred
  • Deep experience leveraging site analytics programs for SEM analysis / insights (Google Analytics, Omniture, CoreMetrics, SEMRush, SimilarWeb, etc.)
  • Understand SEO/PPC and paid search best practices and how search engines index and evaluate website content
  • General understanding of channel planning, multi-channel marketing, digital ecosystem or digital strategy as it relates to customer experience.
  • Strong knowledge of and experience with AdWords, adCenter, Google Analytics, and other platforms and analytics tools
  • Possess the proven ability to understand customer needs, generate creative solutions, and build on-going relationships
  • Strong interpersonal and verbal communication skills, as well as the ability to articulate clearly and effectively over the phone, through email, and in writing.
  • Excellent organizational skills and the ability to juggle multiple responsibilities
  • Ability to think critically about complex relationships and strategies and identify trends and opportunities

GSW turns against the premise of doing the “same old.” Our culture is focused on collaborative, meaningful advertising and day-to-day interpersonal interaction. We value the diverse backgrounds of our team members, and everyone has the opportunity to provide input and be heard. GSW is comprised of creative, motivated individuals who are all here for a reason. We welcome those who strive to work above and beyond their role, who voice their opinion and who are engaged in all aspects of the agency.

At GSW, “speak people” is part of our every day. Our employees are inventing ways to go further, faster, thus giving purpose to liberating ideas within healthcare advertising.

GSW is part of Syneos Health Communications, a purpose-built collective of agencies focused on supporting health and biopharmaceutical innovators. We work in scalable, collaborative teams that partner across disciplines and geographies to deliver integrated communications strategies that accelerate brand performance. In today’s fast-changing and complex environment, success lies in making connections: between science, emotion, and technology; between data, design and human insight. We’re able to make those connections because our medical communications, digital, advertising, public relations, data science, research and market access specialists work closely with each other and with healthcare experts, including physicians, pharmacists and advocates. Together, we are the connected healthcare partner tapping rich insights to drive innovation, change behavior and pioneer a new era of accountable marketing.

Syneos Health Communications is powered by Syneos Health, a global professional services organization designed to help the biopharmaceutical industry shorten the distance from lab to life.

WORK HERE MATTERS EVERYWHERE | How will you accelerate bringing new therapies to patients?

Syneos Health is an affirmative action/equal opportunity employer (Minorities/Females/Vet/Disabled) 

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