Mark Schulz

CX & Omnichannel Innovation Leader | AI Implementation, Digital Transformation, Experience Design

New York, NY • LinkedIn: linkedin.com/in/mschulz

Executive Snapshot

CX & Innovation Leader transforming pharmaceutical engagement through AI-powered experiences and omnichannel excellence

Customer experience and digital innovation leader with a proven track record transforming pharmaceutical engagement through AI implementation and omnichannel orchestration. Currently architecting an agency-wide CX discipline and AI governance framework, including self-coded brand intelligence systems and reporting automation tools. Founded and scaled the BEACON AI enablement initiative from a 25-user pilot to 500+ employees agency-wide. Designed seamless omnichannel experiences for oncology brands across HCP and patient audiences, integrating journey mapping, behavioral triggers, and conversion logic across digital, CRM, media, and congress activations. Known for translating emerging technologies into practical marketing solutions that drive measurable business impact.

Core Strengths: Customer Experience Design • Omnichannel Strategy • AI Implementation & GPT Development • Digital Innovation • Journey Mapping • Marketing Automation • Data Engineering • Experience Analytics

Targeted Highlights

• AI Innovation Leadership: Conceived, self-coded, and deployed a custom AI-driven brand intelligence monitoring system delivering automated weekly briefings; founded and scaled BEACON AI enablement from a 25-user pilot to 500+ employees agency-wide

• CX Discipline Building: Architected and launched the agency's first formal CX Operating System—a five-module framework providing scalable knowledge and delivery infrastructure across accounts

• Omnichannel Excellence: Delivered omnichannel planning, journey mapping, and audience-segmentation frameworks across oncology brands, designing integrated HCP and patient journeys across CRM, digital, congress, and rep-enabled channels

• Data & Automation Impact: Built programmatic data pipelines and always-on dashboards that replaced manual reporting workflows, and pioneered AI integration with custom GPTs democratizing 15+ years of brand strategy insights

Experience

VP Group Director, Customer Experience Architecture & Innovation — Invivo Brands

New York, NY | 2026-02 – Present

Conceived, self-coded, and deployed a custom AI-driven brand intelligence monitoring system—architected independently and hosted on a personal server—delivering automated weekly briefings across six monitors; led its QA and migration into agency infrastructure
Architected and launched the agency's first formal CX Operating System—a five-module framework providing scalable knowledge and delivery infrastructure for the discipline
Delivered omnichannel planning, journey mapping, and audience-segmentation frameworks across multiple accounts
Designed and built a CLI/GUI reporting automation tool, including a multi-client database architecture, to replace manual programmatic reporting workflows
Built programmatic data pipelines to automate analytics reporting, replacing manual report-building with repeatable, scalable workflows
Built and launched a centralized CX knowledge hub housing frameworks, templates, case studies, and POVs to prevent knowledge fragmentation across accounts
Designed always-on dashboards for HCP and patient audiences, eliminating recurring manual web reporting
Explored and proposed a secure cloud environment architecture for scaffolding new AI and programmatic tools within enterprise IT constraints

VP, Experience Planner — Biolumina (Omnicom)

New York, NY | 2021-04 – 2025-12

Founded and led BEACON, Biolumina's enterprise-wide AI enablement initiative, scaling from a 25-user pilot to agency-wide adoption across 500+ employees
Led creation, testing, and deployment of multiple custom GPTs for Biolumina and oncology-focused brands
Built a GPT specializing in oncology HCP customer journeys using JSON-trained data
Created internal 'Xosystem' (experience ecosystem) process to optimize TAGRISSO DTC tactical planning and execution across omnichannel customer touchpoints
Designed and launched BEACON's internal AI hub (Teams + internal site) offering toolkits, guidance, templates, workflows, and curated examples for safe and effective AI use across disciplines

VP, Group Account Supervisor — Harrison & Star (Omnicom)

New York, NY | 2020-10 – 2021-02

Provided oversight of several tactics comprising a new mini-campaign launch for a leading HIV treatment, aligning strategy and client expectations to tactical executions across all agency departments

Director, Marketing Strategy & Analytics — WebMD/Medscape (Internet Brands)

New York, NY | 2016-05 – 2017-12

Harnessed internal and external data sources (IQVIA, GlobalData, impression and engagement counts) to refine accuracy of performance forecast model
Built an ROI tool to batch-process entire universe of promoted drugs and isolate candidate opportunities
Aligned all departments to partnership vision and service innovations, driving cross-functional collaboration for commercial clinical initiatives

VP, Project Management, Group Supervisor — Patients & Purpose (Omnicom)

New York, NY | 2014-12 – 2016-05

Led development of innovative mobile smartphone application for MS patients on TECFIDERA, pioneering one of the first-of-its-kind patient support apps in pharma
Oversaw full digital promotion ecosystem for BANZEL brand spanning web, social, and CRM channels with cross-functional team coordination
Led cross-functional teams to deliver responsive website and comprehensive digital asset suite for LUCENTIS new indication launch targeting patients and caregivers
Innovated financial job tracking system and multi-department resourcing methodology to optimize project delivery efficiency
Executed multi-property web launch within 24 hours of PDUFA approval, demonstrating rapid deployment capabilities for regulatory-dependent launches

Senior Project Manager — Patients & Purpose (Omnicom)

New York, NY | 2012-02 – 2013-12

Managed complex timelines to deliver cutting-edge responsive and HTML5 sites for consumer digital asset creative & web development projects
Executed complex multi-departmental resource coordination for major pharmaceutical client projects, managing cross-functional teams and stakeholder alignment

Marketing Manager, LIPITOR / CADUET — Pfizer

New York, NY | 2010-01 – 2012-01

Introduced a new-to-industry EMR-based competitive messaging channel that established an innovative new channel for targeted, competitor-specific blunting
Launched new Live-Rep Video Detailing platform for Caduet, expanding digital engagement capabilities for healthcare professional interactions
Developed multichannel mix of email, direct mail, and web detailing during Lipitor's critical final quarters of patent protection to maintain clinical differentiation and optimize competitive opportunities
Built internal digital infrastructure by creating greatstarts.pfizer.com as an internal repository to track program results and activity among group practice customers for MyHeartWise Great Starts program
Led innovative EMR competitive messaging partnership with AllScripts, integrating brand messaging into electronic medical record systems

Associate Marketing Manager, CADUET — Pfizer

New York, NY | 2009-01 – 2009-12

Tablet PC Detailing Captain, SOV digital initiatives, Journal ad development and launch, Platform evolution and pull-through, Managing internal competition for bandwidth

Associate Marketing Manager, VIAGRA / REVATIO — Pfizer

New York, NY | 2007-07 – 2008-12

Led tablet PC eDetailing implementation as Digital Captain, introducing innovative sales force technology solutions for enhanced HCP engagement
Launched monthly Viagra podcast program from May 2007 through April 2008, successfully aligning content to satisfaction messaging and value card program changes
Implemented online voucher ordering system to streamline patient access and improve operational efficiency
Led digital share-of-voice strategy for Pfizer across QuantiaMD platform, banner advertising, and search engine marketing (SEM) channels

Skills

Customer Experience & Omnichannel: Omnichannel strategy & orchestration, Customer journey mapping, Experience planning (XP) discipline, CX operating models & governance, Behavioral pathway design, CRM programming & automation, HCP & patient journey design, Channel sequencing & optimization

AI & Innovation: Custom GPT development & deployment, AI enablement & enterprise adoption, AI governance & risk frameworks, Prompt engineering & knowledge bases, API integrations (OpenFDA, DailyMed, RxNorm), Process automation & workflow optimization, Change management & training, Innovation evangelism

Data Engineering & Analytics: Programmatic data pipelines & ETL, Always-on dashboards & reporting automation, Python, R, VBA & Power Query, DuckDB pipeline architecture, Google Analytics 4 workflows, KPI & measurement frameworks, Multi-client database architecture, Experience analytics

Therapeutic Expertise: Oncology (KISQALI, TAGRISSO, BRUKINSA), HIV therapeutics, Rare disease (BANZEL), Cardiovascular (LIPITOR, CADUET), Multiple therapeutic areas

Education

Master of Business Administration in Business Administration — University of Phoenix

Bachelor of Fine Arts in Arts — New York University, Tisch School of the Arts