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Jobs · OTHR · New Jersey

Associate Director, Customer Experience Measurements & Insights

Bristol Myers Squibb · Princeton, NJ · 2 days ago
OTHR$168k–$203k/yrFull-time

Summary

This role will lead enterprise-wide measurement, experimentation, and optimization across personal and non-personal engagement, with a strong focus on media, campaign optimization and accountable for establishing standardized measurement frameworks, KPI governance, and closed-loop insight generation that translate engagement and media activity into improved customer experience, orchestration performance, and business outcomes.

Responsibilities

  • Standardized measurement frameworks for customer experience and omnichannel performance across field and digital engagement.

  • Develop campaign intelligence frameworks that synthesize historical performance, decision science outputs (MMx/KDA), and advanced analytics to inform digital campaign planning and optimization at BMS.

  • Define and govern enterprise KPIs, measurement logic, metric definitions, and reporting standards to ensure consistency and scalability across brands and markets.

  • Establish closed-loop measurement approaches that evaluate execution quality, orchestration effectiveness, and cross-channel coordination.

  • Oversee ongoing monitoring of engagement “health” (e.g., reach, frequency, engagement, opt-outs, execution signals) and identify early indicators of deviation or opportunity.

  • Translate performance trends into actionable optimization recommendations for orchestration logic, channel utilization, workload balance, and pacing.

  • Design and operationalize test-and-learn approaches (e.g., A/B tests, lift studies, incrementality experiments, matched control designs) to assess impact and scalability of innovations.

  • Partner with media, CRM, and activation teams to embed experimentation learnings into ongoing and future campaign execution.

  • Lead standardized measurement and optimization frameworks for the Omnichannel Orchestration Engine across both personal and non-personal channels, enabling always on, closed loop measurement of execution quality, orchestration effectiveness, and cross channel coordination.

  • Deliver dynamic insights and decision frameworks that enable faster learning, more efficient media spend, and consistent measurement across brands.

  • Measure and optimize content and message performance (e.g., adoption, freshness, affinity, fatigue, segment/channel suitability).

  • Provide recommendations to optimize content mix, creative rotation, channel fit, and sequencing.

  • Serve as a trusted analytics advisor across Marketing, Omnichannel Strategy, Field Excellence, and Commercial stakeholders.

  • Facilitate regular insight feedback loops to refine targeting, orchestration pacing, and engagement strategy.

  • Drive adoption of measurement standards and best practices through training, documentation, playbooks, and stakeholder enablement.

  • Partner with data science, and other partners to pilot and scale advanced analytics capabilities (e.g., clustering/embeddings, pattern detection, content analysis).

  • Enable responsible use of LLMs for insight generation and enablement (e.g., summarization, classification, explanation), ensuring governance, explainability, and compliance.

Qualifications

  • Bachelor’s degree in Computer Science, Data Science, Analytics, Statistics, Economics, or related quantitative field is required.

  • Minimum 6 years of experience in omnichannel engagement measurement, advanced analytics, or commercial insights within the pharmaceutical industry.

  • Strong understanding of HCP and/or patient journeys, including channel interactions, sequencing, pacing, and message effectiveness.

  • Demonstrated experience designing measurement frameworks, KPI standardization, reporting requirements, and analytics governance.

  • Expertise in impact measurement methods including attribution, experimentation/incrementality, and causal inference approaches.

  • Proven ability to translate analytics into clear, actionable recommendations and influence cross-functional stakeholders.

  • Proficiency with Python or R for analysis/modeling and working with modern data environments.

Preferred Experience

  • Applying machine learning techniques, including embedding based clustering, to identify high value channel and journey patterns, content effectiveness, message fatigue, and under or oversaturated channels.

  • Leveraging large language models (LLMs) as an insight and enablement layer on top of core analytics, including prompt design for classification, summarization, explanation of analytical results, and insight generation.

  • Ability to validate AI generated insights with analytical rigor and business logic, ensuring explainability, trust, and compliance.

  • Proficiency in SQL and machine learning modeling in Python (e.g., pandas, NumPy, stats models, causal libraries).

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