Executive Director, Customer Insights & Engagement – Immunology/Cardiovascular

Bristol Myers Squibb • Princeton, NJ

23h

About The Position

Working with Us Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible. Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us . Summary: The Executive Director, Customer Insights & Engagement is a senior strategic leader and the enterprise voice of the customer (healthcare professionals, payers, and patients) to Commercial and cross-functional leadership. This role reports directly to the Vice President, Customer Engagement & Insights. The Executive Director is accountable for shaping and embedding actionable insights—derived from market research, secondary analytics, and omnichannel engagement—into decision-making at all levels of the organization. The role leads the end-to-end insights and customer engagement agenda, from identifying business questions to integrating learnings into strategy and execution, and drives capability development in partnership with Centers of Excellence (CoE), with a particular focus on AI, insight generation, digital innovation, and best practice adoption. The Executive Director also champions customer engagement and talent development, acting as both a player and coach, and fosters a high-performing, collaborative culture that reflects BMS’s core values of passion, innovation, urgency, accountability, inclusion, and integrity.

Requirements

• Bachelor’s degree required; MBA or advanced degree strongly preferred.
• Minimum 12 years of progressive experience in commercial, marketing, insights, analytics, customer engagement, or related fields within the pharmaceutical, biotech, or healthcare industry.
• Deep expertise in customer insights, omnichannel engagement, commercial analytics, and AI-driven solutions within U.S. healthcare.
• Proven success influencing senior leaders and partnering with business unit heads to shape commercial strategy.
• Strong leadership experience managing large, cross-functional or matrixed teams, including BU-specific resources.
• Demonstrated ability to lead complex strategic initiatives and drive organizational change.
• Exceptional critical thinking, problem-solving, and creative solution development skills.
• Demonstrable results in team development, including recognition, feedback, and organizational design.
• Highly adaptable mindset, balancing growth orientation with attention to detail and execution excellence.
• Ability to build strong relationships with internal and external stakeholders, including all field-based customer-facing roles.
• Commitment to BMS’s core values: Integrity, Innovation, Inclusion, Accountability, Passion, and Urgency.
• Strategic Collaborator: Trusted advisor to senior executives, bridging insights, strategy, and execution.
• Customer-First Mindset: Champions understanding and serving customers across all engagement touchpoints.
• Enterprise Leader: Balances BU-specific needs with broader enterprise priorities and capabilities.
• Innovative Thinker: Anticipates future trends and applies new tools and technologies to strengthen engagement.
• Empowering Collaborator: Builds high-performing teams and develops future leaders across the organization.

Responsibilities

• Strategic Partnership & Leadership Serve as a trusted advisor to Commercial and cross-functional leaders, championing the voice of the customer (HCP, payer, patient) in all strategic and operational decisions.
• Partner closely with business unit and brand leads to identify strategic opportunities, translate business questions and challenges into clear roadmaps, and ensure solutions are tailored to business needs while aligned with enterprise frameworks.
• Collaborate with senior leaders across Marketing, Market Access, Field Excellence, Medical, and Digital to align customer strategies and capability investments based on deep customer knowledge and understanding.
• Insights, Analytics & AI Leadership Oversee the generation and integration of actionable insights from market research and secondary analytics to inform brand strategy, execution and performance measurement to drive continuous customer understanding at a segment and individual level.
• Synthesize insights into clear narratives that drive strategic decisions across business units and functions.
• Act as a translator between business needs and AI/analytics use case requirements, ensuring capabilities reflect real-world needs.
• Support the adoption of advanced digital tools, data platforms, and customer journey design practices to enhance engagement effectiveness.
• Customer Engagement & Omnichannel Excellence Identify white space to drive the development and execution of customer engagement strategies, ensuring the organization remains closely connected to the evolving needs and perspectives of healthcare professionals, payers, and patients.
• Advance the customer engagement model to enable omnichannel, personalized experiences across brands and therapeutic areas.
• Facilitate direct and ongoing engagement with key stakeholders (TA commercial, medical and MAx leadership) to inform business decisions, product strategies, and go-to-market approaches.
• Champion a culture of customer-centricity, embedding the voice of the customer into all aspects of business planning and execution.
• Capability Building & Team Development Lead the development of insight generation capabilities to address commercial capabilities, including customer experience design and omnichannel engagement.
• Establish consistent frameworks, tools, and best practices to improve effectiveness across teams and therapeutic areas.
• Coach and develop a high-performing team, fostering a culture of innovation, collaboration, and accountability.
• Champion new ways of working and drive change management and adoption across field and home office teams.
• Cross-Functional Leadership & Culture Collaborate with Centers of Excellence (CoE) and Business Insights & Technology (BI&T) to deliver high-impact, AI-driven capabilities tailored to each business unit and brand.
• Partner across the CASA organization and broader enterprise to achieve the organizational vision, fostering a culture of continuous improvement, knowledge sharing, and diversity.
• Model and promote BMS’s core values and leadership attributes, including strategic collaboration, customer-first mindset, enterprise thinking, and empowerment of others.

Benefits

• Health Coverage: Medical, pharmacy, dental, and vision care.
• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
• Financial Well-being and Protection: 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, and survivor support.
• Work-life benefits include: Paid Time Off US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees) Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays Based on eligibility, additional time off for employees may include 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 and an annual Global Shutdown between Christmas and New Years Day. All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

What This Job Offers

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