Global & Priority Markets Customer Engagement Director

We're building a connected, end-to-end Enterprise AI engine - uniting data foundations, AI technology, process reinvention, and business-facing AI to accelerate results across the whole value chain. Success depends on being exceptional connectors: you'll actively leverage existing capabilities, celebrate and promote reuse, export breakthrough ideas across geographies and functions, and obsess over scaling impact rather than building in isolation. If you thrive in high-collaboration environments where your role is to turn complex, cross-functional problems into reusable, enterprise-wide capabilities - and where the measure of success is adoption and scale, not just innovation - you'll have the platform (and sponsorship) to make it real. As part of the AI for Commercial Digital Customer Engagement Team within AstraZeneca’s Enterprise AI organization, the Global Marketing Customer Engagement Director will play a key role in advancing AstraZeneca’s Customer 2030 ambition to deliver industry-leading, AI-enabled customer engagement. The role will help shape and scale future-fit engagement capabilities across the assigned therapy area, connecting CRM-enabled orchestration, omnichannel activation, AI-driven insights, and personalized content to create more valuable, coordinated, and measurable customer interactions. This role will serve as a strategic partner to global marketing, medical, regional, and market teams to advance AstraZeneca’s Customer 2030 ambition for industry-leading customer engagement. The Director will help shape and activate customer engagement strategies that combine AI, data, CRM-enabled orchestration, and omnichannel activation to deliver more personalized, relevant, and measurable experiences for healthcare professionals and, where relevant, consumers. The role will champion enterprise customer engagement capabilities for priority brands across the assigned therapeutic area and ensure local market needs are incorporated into scalable global strategies. Working in close partnership with teams across Enterprise AI, GBT, GCIT, GIACE, GBS, therapy area teams, and external partners, the Director will help connect upstream strategy with downstream execution so that customer engagement solutions are aligned to business priorities and delivered in compliance with AstraZeneca privacy, consent, quality, and security requirements. The successful candidate will be able to influence across a complex matrixed organization, lead without formal authority, and translate evolving business needs into practical, data-driven customer engagement solutions. They will combine strong commercial acumen with understanding of AI-enabled engagement models, content and channel strategy, customer-centric marketing, measurement, and operating model transformation to help accelerate AstraZeneca’s customer engagement maturity. Customer Engagement Strategy & Activation : Partner with global brand, medical, and cross-functional teams to define and deliver AI-powered customer engagement strategies that support therapy area and brand business objectives . Translate the Customer 2030 vision into practical activation plans for the assigned therapy area, balancing enterprise priorities with brand and market needs. Drive omnichannel engagement design across digital and non-digital channels, ensuring customer journeys are coordinated, personalized, and measurable from the planning stage. Shape audience, segmentation, targeting, and engagement recommendations using data, business rules, and insights to support more relevant and impactful customer interactions. Help embed CRM as a core orchestration engine for coordinated customer engagement, linking field, content, and digital tactics where appropriate . Identify opportunities to leverage emerging enterprise capabilities such as marketing copilots, AI content generation and recommendation, engagement engines, and insight-led planning tools. Ensure measurement frameworks and success metrics are defined upfront and used to continuously optimize performance and business impact. Stakeholder Leadership and Partnership Act as the primary customer engagement partner between the Commercial AI team and the assigned therapy area’s global marketing and medical teams. Influence and align stakeholders across global, regional, and local teams to support adoption of enterprise customer engagement capabilities and ways of working. Partner with Enterprise AI and adjacent functions to ensure solutions are scalable, compliant, and aligned to enterprise standards, data foundations, and operating principles. Engage agency and external partners to ensure creative, content, channel, and activation plans align with AstraZeneca’s evolving AI and omnichannel engagement ambition. Lead capability education and change enablement to grow understanding of AI-enabled customer engagement, omnichannel orchestration, and future-state marketing practices. Represent the function in strategy, planning, insight, and status forums with internal stakeholders and external partners as needed. Customer Engagement Leadership and Optimization : Monitor and evaluate customer engagement performance across the therapy area using metrics that matter, generating recommendations to improve customer experience and business outcomes. Identify , capture, and share wins, insights,