Consumer Capabilities Analyst

Eli Lilly and Company; Indianapolis (IN); On-site; USD 66,000 - 154,000; Full time

Benefits offered by this job

401(k)

Vacation benefits

Medical, dental, vision benefits

Well-being benefits

Life insurance

Job summary

Eli Lilly and Company is seeking a Business/Systems role in Indianapolis to support the Consumer Services Hub. You will translate business needs into technical requirements and help design tests and adoption strategies for new capabilities.

The role requires a Bachelor’s degree and US work authorization. No visa sponsorship is provided. Expect collaboration across teams and a focus on patient outcomes and compliance in a fast-paced environment.

Qualifications

• Bachelor's degree required and US work authorization; no visa sponsorship provided.
• Experience gathering and testing business requirements within large platforms.

Responsibilities

• Serve as business SME for assigned capabilities, translating needs to tech and ops teams.
• Groom and draft clear business requirements that require minimal follow-up.
• Translate complex concepts between stakeholders to ensure clarity and quality.
• Build test scenarios and support user acceptance testing with documented results.
• Support change management and adoption of new functionalities.
• Monitor capability performance and surface trends and issues.
• Prepare governance, change control, and validation documentation as needed.
• Maintain understanding of data created by capabilities and escalate data concerns.

Skills

Requirements gathering

Communication skills

Cross-functional work

Learning agility

Education

Bachelor's degree

Tools

CRM platforms

Process modeling

Job description

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.

At Lilly, we believe in the talent of our workforce. One of the best ways to utilize and develop that talent is to use our existing workforce to fill new and/or open positions. If you are looking for a new position within Lilly, you can view and apply to open roles posted in the internal job posting system. You must meet the minimum qualifications outlined in the job description and have/obtain work authorization in the country the position is located in order to be considered. When applying internally for a position, your current supervisor will receive notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.

Path/Level

P1-P3

Note: Roles are posted at the lowest level of a band, however, employees should search across all levels of the band to identify all opportunities. Employees hired on banded positions (ex: P1-P3, R1-R2, B1-B3, etc.) transfer at their current level, despite the level indicated on the job posting. For example, if a P2 candidate is selected for a P1-P3 banded position, the candidate will remain a P2 in the new role.

Position Overview

The Consumer Services Hub (CSH) is acenter of excellence forUSpatient services andcustomersupport. Our responsibilities include thedesignandexecution ofindustry-leading, multi-channel customer support solutions and servicesthatenable better patient outcomes andhelp Lilly achieve business objectives. Members of CSH should deeply understand customer needs and the healthcare ecosystem, and all are expected to contribute to our purpose of connecting people to Lilly products and solutions.Together, we are accountable for an end-to-end support ecosystem of solutions that minimize abandonment, increaseadherence andpersistency, and deliver industry-best customer experiences.

Key Responsibilities

• Serve as the business subject matter expert (BSME) for assigned capabilities, bringing day-to-day process knowledge and utilization expertise to technology and operations teams.
• Groom and draft business requirements that translate a business problem into clear, testable statements that can be approved without extensive follow-up.
• Translate complex business and technical concepts between stakeholders, ensuring requirements are understood clearly enough on both sides that what gets built meets the actual business need without compromising quality or compliance standards
• Build test scenarios and support the coordination and execution of user acceptance testing, documenting results for formal acceptance.
• Support change management activities tied to capability enhancements, helping end users adopt new functionality.
• Execute ongoing monitoring and measurement of capability performance, surfacing trends and issues.
• Support Capability Leads in preparing documentation for governance, change control, and quality and validation activities.
• Maintain a working understanding of the data an assigned capability creates and depends on, escalating data quality or integrity concerns to the Capability Lead.
• Support Capability Leads' response to audit and inspection questions by providing operational context and evidence for assigned capabilities.
• Apply established capability expertise and process fluency when moving into new domains as business priorities evolve.

Partnership, Leading Through Influence, And Flexibility

• Partner closely with the Capability Leads, Technical Leads, and business stakeholders to keep requirements, testing, and change activities moving.
• Facilitate alignment among business and technology stakeholders by clarifying decisions, constraints, dependencies, and next steps throughout delivery.
• Coordinate with team members supporting other capability domains when work intersects, keeping handoffs clean and issues from stalling between teams.
• Approach new capability assignments with curiosity and learning agility, building relationships with new stakeholders as oversight shifts.
• Foster a collaborative, safe-to-speak working environment consistent with Lilly Values and applicable Quality, Legal, Ethics and Compliance, and Privacy requirements.

Basic Qualifications

• Bachelor's degree required;
• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1.

Additional Skills/Preferences

• A degree in Business, Information Systems, Product Management, Healthcare Administration, or similar. A concentration in product management, innovation, customer experience management, or technology management within a Business or related degree also applies.
• Experience gathering, drafting, or testing business requirements within an enterprise platform or shared capability, such as Customer Relationship Management platforms (CRM), case management, master data management, or digital engagement tools
• Experience in Pharma, Healthcare, or other highly regulated environment
• Familiarity with requirements gathering and business analysis techniques, such as those in the BABOK model or similar (IIBA, ISO, etc.)
• Familiarity with process modeling and diagramming techniques, such as BPMN (Business Process Model and Notation), swimlane diagrams, and as-is/to-be flowcharts, to visually capture current and future state workflows
• Experience building and executing test scripts or supporting user acceptance testing
• Strong written and verbal communication skills, with the ability to simplify complex process detail for business and technical audiences alike
• Experience operating in a matrixed environment, coordinating across teams or functions without direct supervisory authority
• High learning agility to navigate changing capability assignments over time

Additional Information

• Travel: 0-10%
• This role is not approved for remote work

Benefits

• Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance).
• eligibility to participate in a company-sponsored 401(k)
• pension
• vacation benefits
• eligibility for medical, dental, vision and prescription drug benefits
• flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts)
• life insurance and death benefits
• certain time off and leave of absence benefits
• well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).

The anticipated wage for this position is

$66,000 - $154,000

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities). Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for employment positions on the B or S paths or at levels M1-M2 or P1-P4.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).

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