Director, Customer Journey Insights - Remote/Hybrid (Acton, MA or San Diego, CA)

For our client, we are seeking a Director, Customer Journey Insights - Remote/Hybrid (Acton, MA or San Diego, CA) to join the team of a leader in the Pharmaceuticals & Biotech space. This leader will own the global customer journey insights framework and turn customer experience data into clear actions that improve marketing and product outcomes. The role will partner closely with marketing and product teams, combining quantitative and qualitative inputs to identify where the journey breaks down and where performance can improve. It will also build the reporting, dashboards, and operating rhythm needed to keep leadership aligned and insights moving into execution. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $187,100 – $280,625 annually Responsibilities Own the global customer journey insights framework for the company's products Translate insights into actionable recommendations for marketing and product teams Conduct gap analyses to identify breakdowns in customer experience Integrate quantitative and qualitative data into a unified view of journey performance Build and maintain performance reporting and dashboards for leadership Design and run operating cadences to ensure insights lead to action Qualifications 12+ years in customer insights or experience analytics, with a focus on customer journey measurement Strong understanding of commercial systems and data elements related to customer experience Experience in regulated environments, preferably in medical devices Familiarity with research and analytics methods for global customer journeys Knowledge of diabetes is a plus Benefits Medical, dental, and vision insurance 401(k) with company match Paid time off (PTO) Employee wellness programs Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.