Consumer Capabilities Analyst

Eli Lilly and Company • Us, IN

1d • Onsite

About The Position

The Consumer Services Hub (CSH) is a center of excellence for U.S. patient services and customer support. It designs and delivers multichannel customer support solutions intended to improve patient outcomes and help Lilly achieve its business objectives. The organization works to understand customer needs and the healthcare ecosystem and supports an end-to-end ecosystem of services that minimize abandonment, increase adherence and persistency, and deliver strong customer experiences.

The Consumer Capabilities Analyst translates business needs into capabilities that advance consumer priorities. The role develops practical expertise in assigned capabilities by drafting and refining requirements, developing and executing test scenarios, and supporting change adoption. This work helps improve patient outcomes and end-user experiences, execution quality, and efficiency across supported platforms and capabilities.

The role partners with Capability Leads, Technical Leads, and business stakeholders, facilitating alignment across business and technology teams. The position is not approved for remote work and involves 0–10% travel.

Requirements

• Bachelor's degree required.
• Must be authorized to work in the United States on a full-time basis; Lilly will not sponsor or support work authorization or visas for this role.

Nice To Haves

• A degree in Business, Information Systems, Product Management, Healthcare Administration, or a similar field; a relevant concentration in product management, innovation, customer experience management, or technology management also applies.
• Experience gathering, drafting, or testing business requirements within an enterprise platform or shared capability, such as CRM platforms, case management, master data management, or digital engagement tools.
• Experience in pharmaceutical, healthcare, or another highly regulated environment.
• Familiarity with requirements-gathering and business-analysis techniques, such as those in the BABOK model or similar IIBA or ISO approaches.
• Familiarity with process modeling and diagramming techniques, such as BPMN, swimlane diagrams, and as-is/to-be flowcharts.
• Experience building and executing test scripts or supporting user acceptance testing.
• Strong written and verbal communication skills, including the ability to simplify complex process detail for business and technical audiences.
• Experience operating in a matrixed environment and coordinating across teams or functions without direct supervisory authority.
• High learning agility to navigate changing capability assignments over time.

Responsibilities

• Serve as the business subject matter expert for assigned capabilities, bringing day-to-day process knowledge and utilization expertise to technology and operations teams.
• Groom and draft clear, testable business requirements that translate business problems into statements that can be approved without extensive follow-up.
• Translate complex business and technical concepts between stakeholders so that solutions meet business needs without compromising quality or compliance standards.
• Build test scenarios and support coordination and execution of user acceptance testing, documenting results for formal acceptance.
• Support change management activities associated with capability enhancements and help end users adopt new functionality.
• Monitor and measure capability performance on an ongoing basis and surface trends and issues.
• Support Capability Leads in preparing documentation for governance, change control, quality, and validation activities.
• Maintain a working understanding of the data assigned capabilities create and depend on, and escalate data quality or integrity concerns to the Capability Lead.
• Support Capability Leads responding to audit and inspection questions by providing operational context and evidence for assigned capabilities.
• Apply established capability expertise and process fluency when moving into new domains as business priorities evolve.
• Partner with Capability Leads, Technical Leads, and business stakeholders to keep requirements, testing, and change activities moving.
• Facilitate alignment among business and technology stakeholders by clarifying decisions, constraints, dependencies, and next steps throughout delivery.
• Coordinate with team members supporting other capability domains when work intersects, maintaining clean handoffs and preventing issues from stalling between teams.
• Approach new capability assignments with curiosity and learning agility and build relationships with new stakeholders as oversight shifts.
• Foster a collaborative, safe-to-speak working environment consistent with Lilly Values and applicable Quality, Legal, Ethics and Compliance, and Privacy requirements.

Benefits

• Company bonus, depending in part on company and individual performance.
• Eligibility to participate in a company-sponsored 401(k).
• Pension.
• Vacation benefits.
• Eligibility for medical, dental, vision, and prescription drug benefits.
• Flexible benefits, including healthcare and/or dependent day care flexible spending accounts.
• Life insurance and death benefits.
• Certain time-off and leave-of-absence benefits.
• Well-being benefits, including an employee assistance program, fitness benefits, and employee clubs and activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level