Director - Customer Insights and Engagement- Neuroscience

About the role

Working at Bristol Myers Squibb is challenging, meaningful, and life-changing. Here, uniquely interesting work happens every day, transforming 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. Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment, offering a wide variety of competitive benefits, services, and programs that provide employees with resources to pursue their goals, both at work and in their personal lives.

Responsibilities

• Analytics & Measurement
  • 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.
• Market Research
  • 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.
• Digital Engagement Analytics
  • 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.
• Cross-Functional & Strategic Support
  • 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.
• Team Development
  • 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.

Qualifications

• Required
  • 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.
• Preferred
  • 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.

Pay

The starting compensation range for this full-time role in Princeton, NJ is $197,800 - $239,681. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee’s work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.

Benefits

• Health Coverage
  • Medical, pharmacy, dental, and vision care.
• Wellbeing Support Programs
  • 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
  • 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 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 Year’s 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.

Eligibility Disclosure: The summer hours program is for United States (U.S.) office-based employees due to the unique nature of their work. Summer hours are generally not available for field sales and manufacturing operations and may also be limited for the capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours, depending on the nature of their work, and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should consult that document to determine eligibility. Contractors, leased workers, and other service providers are not eligible to participate in the program.

Schedule

This role follows an on-site protocol where the occupancy type is determined by the nature and responsibilities of the position:

• Site-essential roles require 100% of shifts onsite at your assigned facility.
• Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. Onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive company culture.
• Field-based and remote-by-design roles require the ability to physically travel to visit customers, patients, or business partners and to attend meetings on behalf of BMS as directed, which is an essential job function.