Director, Customer Insights & Engagement- Immunology

About the role

The Director, Customer Insights & Engagement will serve as a strategic leader within the Customer Insights & Engagement organization, driving the design and execution of advanced analytics and market research insights and capabilities that optimize engagement and performance across the US Immunology business.

This role is accountable for delivering end-to-end analytics and insights, ensuring alignment with brand objectives and enterprise commercial strategies. As a senior leader, the position will partner closely with cross-functional stakeholders—including Brand Leads, Sales, Finance, Medical and Access Leads—to integrate insights into broader go-to-market plans and enable data-driven decision-making.

Responsibilities

• Market Research & Analytics Leadership
  • Develop and execute comprehensive primary and secondary market research plans focused on actionable insights and identification of potential brand opportunities.
  • Oversee synthesis of data from multiple sources (APLD, IQVIA, SHS, Claims, Patient chart data, BrandImpact) to extract meaningful business insights that inform marketing strategies.
  • Deliver clear, concise presentations that synthesize disparate data and demonstrate a deep understanding of market dynamics, competition, and brand performance.
• Cross-Functional Partnership
  • Collaborate extensively with the AI Forecasting organization as well as the Centers of Excellence to ensure a unified and comprehensive approach to insights generation.
  • Partner with Brand Leads to proactively answer business questions, provide data-based solutions to strategic choices, and support senior leader presentations.
• Innovation & Advanced Analytics
  • Identifies opportunities and leads the development and deployment of innovative approaches and techniques in insight generation that reflect best practice.
  • Advocate for the adoption and application of advanced analytics capabilities, including AI, machine learning, and other innovative methodologies to enhance insights generation and support strategic decision-making.
  • Drive continuous improvement in analytics processes through innovation and capability building.
• Strategic Leadership
  • Serve as a thought leader for market research and advanced analytics, proactively identifying emerging trends, innovative methodologies, and best practices to continuously elevate the organization’s insights capabilities.
  • Represent Customer Insights & Engagement in BU-level forums, collaborating with cross-functional partners to shape and influence long-term commercial strategies.
  • Champion the integration of advanced analytics (including AI and machine learning) into business processes, fostering a culture of innovation and data-driven decision-making.
  • Lead the development and adoption of standardized reporting frameworks and predictive models to support strategic planning and resource allocation.
• Leadership & Governance
  • Manage, and mentor the team to deliver high-quality integrated solutions.
  • Ensure adherence to all BMS operating policies and governance standards.

Qualifications

• Minimum 8 years of experience in pharmaceutical analytics or market research.
• Bachelor’s degree required; advanced degree (Master’s or PhD) preferred.
• Proven ability to synthesize complex data sources—primary research, secondary data, and competitive intelligence—into actionable insights for senior leadership.
• Strong stakeholder management and consultative partnership skills, with experience influencing cross-functional teams and governance forums.
• Excellent communication and presentation skills, capable of delivering clear, concise recommendations to senior executives.
• Demonstrated ability to lead and mentor teams, fostering collaboration and ensuring quality control of deliverables.
• Proficiency with industry-standard data sources and tools (e.g., IQVIA, SHS, advanced analytics platforms) and comfort operating in ambiguous environments.
• Strong grasp of analytical disciplines such as market research, secondary data analytics, or marketing science, as well as a good general knowledge of how other functions relate and inform one another.
• Ability to connect analytics with overarching business questions and understand the link between brand strategy and analytic insights.
• Demonstrate a continuous commitment to the QC process to ensure quality of deliverables meets or exceeds team standards.
• Leadership Attributes:
  • 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.

Benefits

Summary: Unique opportunities for growth and impact. Competitive benefits package including health coverage, wellbeing support, financial well-being and protection, and work-life benefits.