Associate Director, Customer Analytics & Insights

Mass Digital Health; Waltham (MA); Hybrid; USD 122,000 - 219,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Wolters Kluwer in the United States is seeking a Business Analysis Associate Director to lead a team of analysts transforming data into actionable insights for product and customer success teams. You will work directly with customers, guide executive-level analytics discussions, and influence product decisions across CDSP, International, and PHT segments.

You’ll drive adoption analytics, validate feature value, and partner with cross-functional teams to deliver strategic insights.

Qualifications

• 8+ years of experience in business analytics or customer success/delivery of analytics products to customers.
• Bachelor’s degree in related field or equivalent work experience.
• Strong ability to engage directly with customers to understand workflows and adoption behavior.
• Exceptional written and verbal communication skills, with the ability to present to senior stakeholders and align cross-functionally.

Responsibilities

• Lead translating customer value into actionable analytics.
• Engage with customers directly on analytical insights and collect feedback.
• Evaluate analytics and reporting for product and customer success; ensure clear insights.
• Partner with product teams to ensure insights accompany new features.
• Lead a team of business analysts to respond to cross-segment data needs.
• Develop new data models to support product direction.
• Test analytics with customers to verify needs are met.
• Provide strategic insights to executive leadership and drive execution.
• Develop end-to-end process mappings and identify improvement opportunities.
• Travel up to 10% as needed.

Skills

Data analytics

Process optimization

Executive communication

Strategic PM

Business strategy

Leadership

Education

Bachelor’s degree

Tools

Power BI

Job description

LOCATION: Hybrid – 8 days a month in the office (Chicago, Indianapolis, Waltham, Dallas, Philadelphia, Kennesaw

OVERVIEW

As a business analysis associate director, you will lead a team of business analysts to create and optimize the way our product and customer success teams analyze use of our products and present insights to our customers. Your primary role will be to transform the vast data assets of UpToDate, Lexidrug and Patient/Member Engagement into actionable insights for our internal teams and external customers.

You will provide expert guidance to the business analysis team and meet directly with customers. Your work will help drive product and engineering decision-making. You will also lead the way in which we use data to communicate with our customers across all levels, from individual users to health system executives.

This role supports all products within the CDSP, International and PHT segments.

RESPONSIBILITIES

• Lead translating what value means for our customers into actionable analytics
• Engage with customers directly on analytical insights to hear feedback and continuously improve. Customer conversations should be a huge part of daily activities.
• Continuously evaluate analytics and reporting for product, customer success and customers to ensure insights are easily interpreted and value is evident
• Partner with innovation teams as new features are brought into the product to ensure that product, customer success and customers will have the right insights into adoption and the value of new features
• Manages team of business analysts to respond to cross-segment data needs
• Drives development of new data models as required to support the product direction
• Lead with a customer-centric view
• Test analytics directly with customers to ensure they meet needs
• Fully understand the value and outcomes of new product releases so that can be reflected in analytical insights
• Partner with user-facing teams to advise on playbooks based on analytical insights produced by the business analytics team
• Develop process analyses, end to end process mappings and identifies opportunities for improvement.
• May track, maintain and provide current information on business operations.
• Contribute to the development of functional data and analytics strategy
• Provide expert analysis and present strategic insights to executive leadership.
• Ensure that strategic business recommendations are successfully executed and monitored for impact.

Skills:

• Expert data analysis: deep expertise in data analytics and insights generation.
• Process innovation: advanced skills in process design and optimization.
• Executive communication: excellent presentation and communication abilities. Can present to customers and to internal teams with ease
• Strategic project management: capability to lead and manage high-impact projects.
• Advanced analytical tools: general familiarity with Power BI and/or comparable analytics platforms. Understanding of impact of database structure on analytic capabilities.
• Business strategy: deep expertise in aligning analytics with business strategy.
• Critical leadership: strong analytical, problem-solving, storytelling, and leadership skills.

Other Duties

• Participates in department meetings; provides updates, insights, and discussion topics proactively.
• Develops personal development plans and demonstrates progress toward goals.
• Performs other duties as assigned.

QUALIFICATIONS

Education: Bachelor’s degree in related field, specialized training, or equivalent work experience.

Experience: 8+ years of experience in business analytics or customer success/delivery of analytics products to customers

Other Knowledge, Skills, Abilities or Certifications:

• Demonstrated experience working with new features, early-stage products, or pilots / beta programs
• Experience translating product capabilities into real customer workflows and implementation approaches
• Strong ability to engage directly with customers to understand workflows, challenges, and adoption behavior
• Exceptional written and verbal communication skills, with the ability to: present to senior stakeholders; facilitate cross-functional alignment; clearly articulate tradeoffs and recommendations
• Clinical or provider/healthcare segment expertise strongly preferred

TRAVEL: Up to 10% travel; as needed based on customer needs and internal meetings

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

$122,300.00 - $218,550.00 USD This role is eligible for Bonus.

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.