Director - Customer Insights and Engagement- Neuroscience

Bristol Myers Squibb • Princeton, NJ

6d • Hybrid

About The Position

The Director, Customer Insights & Analytics is the single accountable owner of the Customer Experience (CX) organization's end-to-end data and measurement strategy — from metrics definition and data architecture through reporting cadence and governance — building rigorous, real-world-data-driven models of what is actually moving fulfillment, persistency, and patient enrollment, and closing the gap between assumption-based estimates and validated in-market performance. The role carries a secondary, complementary focus on market research (generating and synthesizing patient and provider insight to inform solution design) and digital engagement analytics (measuring how patients and providers interact with digital touchpoints such as SMS programs, webinars, apps, and emerging AI-driven support tools). This is a highly cross-functional role reporting into the Executive Director, Customer Insights & Engagement, with a dotted line to the VP, Customer Experience, Neuroscience — reflecting the role's dual accountability to the insights & analytics discipline and to the broader CX organization it serves. The Director will directly inform CX strategic planning and the team's shift toward a more frictionless, data-informed patient engagement model.

Requirements

• Bachelor's degree required; advanced degree in analytics, biostatistics, health economics, market research, or a related quantitative field preferred
• Minimum 8 years in healthcare/pharma analytics, patient services, or customer insights, ideally within specialty, rare disease, or CNS therapeutic areas
• Demonstrated experience building ROI/impact models for patient support programs
• Strong command of real-world data sources (claims, specialty pharmacy, CRM) and comfort partnering with data science/technology teams
• Working knowledge of market research methodologies (qualitative and quantitative) and digital engagement measurement
• Ability to translate complex, sometimes ambiguous data into clear, decision-ready narratives for senior stakeholders

Nice To Haves

• Experience with AI/ML-driven segmentation, triage, or adherence-phenotyping models
• Background in behavioral health, psychiatry, or CNS markets
• Prior experience supporting large-scale commercial transformation initiatives, including work with external strategy consultancies
• Familiarity with compliant matrix collaboration across field, market access, and marketing functions

Responsibilities

• Own the CX organization's end-to-end data and measurement strategy — defining the metrics framework, data architecture, and reporting cadence used to track performance across fulfillment, persistency, compliance, and enrollment, and serving as the single point of accountability for data quality and consistency across all CX solutions
• Own end-to-end measurement of CX success metrics — fulfillment, 30-/60-/90-day persistency, compliance, and Net Promoter Score — partnering with brand analytics, real-world data providers, and internal data/technology teams
• Build, validate, and continuously refine annualized impact models underpinning CX solutions (e.g., SMS/refill reminder programs, community resource navigation, nurse support programs, EHR integrations, connected adherence devices), replacing preliminary benchmark assumptions with real-world performance data as programs mature
• Lead root-cause and segmentation analysis on drop-off points across the treatment journey (access delays, early side-effect-related discontinuation, missed follow-up, referral fragility) to prioritize where investment yields the highest return
• Partner with Innovation & Digital teams on integrated data infrastructure work, connecting patient, program, and partner data (CRM, EHR, pharmacy, claims) into a unified analytic view
• Support validation of AI-driven triage and adherence-phenotyping models, ensuring they are statistically sound and clinically credible
• Commission and synthesize primary market research (patient/HCP attitudinal and behavioral studies, qualitative pain-point research) to complement claims-based analytics, ensuring solution design stays grounded in lived patient and provider experience
• Maintain a consolidated view of patient experience across the treatment journey, feeding directly into ongoing analysis of why patients don't start or don't stay on therapy
• Translate market-level variation (payer mix, pharmacy infrastructure, provider capacity, social determinants) into segmented insight that informs where and how solutions should flex by geography
• Measure performance and engagement across digital touchpoints — SMS programs, onboarding webinars, social/programmatic media, websites, and emerging AI-driven enrollment and support tools
• Provide the analytic backbone for the shift from opt-in to opt-out enrollment models, tracking adoption, activation, and effectiveness of frictionless enrollment mechanisms
• Partner with digital/innovation teams to instrument new tools with the right measurement from the outset, avoiding retrofit analytics
• Proactively shape strategic planning across the full patient treatment journey by surfacing data-backed recommendations before they're asked for — flagging emerging risks and opportunities early, not just responding to requests
• Lead joint problem-solving with the Patient Access Liaison (PAL) organization — translating field-level signals (prior authorization submission patterns, provider engagement behavior) into territory-level insight paired with concrete, actionable recommendations, and co-owning follow-through to resolution
• Bring a point of view, not just findings: pair every insight presented to senior leadership with a recommended course of action, and drive alignment across stakeholders to move from analysis to decision and execution
• Build and mentor analytical talent within the Customer Insights & Engagement function, fostering both technical (analytics, data science) and strategic (storytelling, stakeholder management) capability
• Foster a culture of curiosity, rigor, and continuous improvement

Benefits

• Medical, pharmacy, dental, and vision care
• BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP)
• 401(k) plan
• short- and long-term disability
• life insurance
• accident insurance
• supplemental health insurance
• business travel protection
• personal liability protection
• identity theft benefit
• legal support
• survivor support
• flexible time off (unlimited, with manager approval)
• 11 paid national holidays
• 160 hours annual paid vacation for new hires with manager approval
• 3 optional holidays
• unlimited paid sick time
• up to 2 paid volunteer days per year
• summer hours flexibility
• leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs
• annual Global Shutdown between Christmas and New Years Day

What This Job Offers

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