Associate Director / Director, Customer Experience Lead, Marketing Analytics

Summary

We are seeking an Associate Director / Director, Customer Experience Lead, Marketing Analytics to drive data-driven decision-making across digital and omnichannel HCP and patient engagement initiatives and define and own enterprise-wide CX analytics strategy across brands and business units.

Responsibilities

• Elevate omnichannel performance visibility through consistent, high-quality dashboards, reporting, measurement standards, and data quality processes, creating enterprise visibility and decision discipline across multiple functions.
• Translate complex digital and omnichannel data into clear narratives and recommendations that drive optimization, strategic action, and longer-term commercial performance improvement.
• Shape and enforce measurement standards, campaign taxonomy, tagging governance, and KPI definitions that improve data quality and enable cross-brand comparability, enterprise governance, and executive confidence in decision-making.
• Help mature Ionis’ capabilities in test-and-learn, AI-assisted insights, audience and journey measurement, and omnichannel optimization, directly contributing to better HCP and patient engagement outcomes, broader capability development, and future-state commercial strategy.
• Customer Experience Analytics and Insights Lead: CX reporting strategy and insight generation, developing a compelling narrative across paid media, web, CRM, and in-field touchpoints to drive both in-quarter optimizations and longer-term strategic planning, cross-brand performance improvement, and enterprise decision-making.
• Translate brand and portfolio objectives into clear decision frameworks, KPIs, targets, and diagnostic views that are comparable across brands, indications, and stages of the customer journey, with clear governance and executive accountability for adoption.
• Synthesize complex performance data into concise, executive-ready narratives and recommendations that guide budget allocation, channel mix, next-best-action decisions, broader omnichannel strategy, and resource prioritization across multiple functions.
• Measurement Frameworks, Dashboards and Automation: Own CX measurement framework strategy, governance, development, enhancement, and continuous evolution across brands and business units, ensuring enterprise consistency and strategic relevance.
• Leverage Power BI, MCI/Datorama, or Domo to automate data flows, QA checks, and insight generation, reducing manual effort and turnaround time for reporting while building scalable analytics capabilities and operating standards for the organization.
• Experimentation and Performance Optimization: Design and socialize experiments and A/B tests to answer priority business questions, pressure-test assumptions, and unlock growth opportunities across key tactics.
• Partner with media agencies and AORs on measurement plans, optimization strategies, and reconciliation of performance views across platforms and datasets as the senior CX analytics lead for external measurement and performance management.
• Translate test results into clear playbooks and optimization guidelines that can be operationalized by activation teams and reused across brands, establishing repeatable enterprise standards and informing future investment choices.
• Stakeholder Partnership and Cross-Functional Leadership: Serve as the principal CX analytics expert and trusted advisor to Brand, CX Strategy, and Omnichannel Operations teams, proactively surfacing risks, opportunities, and trade-offs, and influencing senior stakeholders on strategic choices.
• Lead cross-functional workstreams across CX Operations, Brand, Media, IT, and external partners to ensure aligned roadmaps, timelines, and accountabilities for analytics deliverables, formal decision-making, and resolution of critical issues, operating with broad autonomy and wide latitude in judgment in ambiguous or evolving areas.

Requirements

• 15+ years of related experience with a Bachelor’s degree, or 12 years with a Master’s degree, or 8 years with a PhD, or equivalent experience in analytics, marketing science, commercial analytics, digital analytics, or related fields.
• 10+ years of digital analytics and insights experience across paid media, web, CRM, and omnichannel campaign measurement, including enterprise-level measurement strategy and executive-facing decision support.
• 5+ years of life sciences or pharmaceutical experience, ideally supporting HCP and/or patient marketing across multiple brands, business units, or portfolio priorities.
• Experience leading senior analysts, consultants, or cross-functional analytics workstreams across multiple functions, including directing the activities of others and influencing senior stakeholders.

Core Expertise

• Proven experience translating digital marketing, omnichannel, and portfolio goals into enterprise measurement strategies, KPIs, metrics, benchmarks, success definitions, and learning agendas.
• Strong understanding of the business rules and nuances of digital data processing, including impression and click rules, attribution, de-duplication, viewability, engagement, platform discrepancies, audience overlap, data latency, and the resolution of critical issues where data is incomplete, conflicting, or strategically ambiguous.
• Experience with campaign taxonomy, tagging governance, dashboard QA, and data quality processes across digital channels, including setting enterprise standards and ensuring adoption across functions.
• Demonstrated expertise developing and delivering executive-ready digital marketing and omnichannel reporting and strategic decision support that clearly communicates performance trends, strategic implications, and recommended actions for senior leadership, surfaces enterprise optimization opportunities and testable hypotheses across brands and channels, and is digestible for both technical and non-technical audiences while driving action among diverse stakeholders.
• Prominent data storytelling skills, with the ability to synthesize complex performance data into concise narratives, implications, and recommended actions for executive and senior commercial stakeholders.
• Excellent communication and presentation skills, with the ability to simplify complex concepts and influence decision-making across levels and functions, including executive-level audiences and external partners.
• Proven ability to frame business issues, resolve critical problems, design the right analytical approach or solution, and deliver results with clear recommendations, next steps, and new ideas that shape future direction.

Technical Expertise

• Deep hands-on experience with Google Analytics and/or Adobe Analytics; Power BI, Domo, or similar dashboarding/BI tools; Microsoft Copilot or similar AI-assisted productivity and insight generation tools; and Excel or equivalent analytical tools, with the ability to define tool standards and operating expectations for the function.
• Strong understanding of media platforms and digital datasets, including campaign reporting, platform metrics, naming conventions, data reconciliation across sources, and the interpretation of discrepancies that materially affect business decisions.
• SQL or equivalent experience querying, validating, joining, and troubleshooting marketing performance, CRM, web, or customer engagement datasets.
• Strong familiarity with MCI/Datorama, PLD/NPI activity data, DCM, SA360, HCP365, AIMXR, Meta, LinkedIn, TikTok, and similar media or customer engagement data sources.
• Strong familiarity with CRM platforms such as Veeva and Salesforce Marketing Cloud (SFMC), including the ability to interpret CRM and campaign data within broader omnichannel performance views and advise on strategic action.

Preferred

• Media agency or consulting experience focused on digital analytics, measurement, marketing science, or omnichannel optimization in complex enterprise environments.
• Experience analyzing website performance and making recommendations to optimize content, pathways, conversion, and engagement at scale across brands or business units.
• Experience leading UI/UX optimization, A/B testing, and experimentation for websites at scale across brands or business units.