Director, Customer Insights & CX Analytics

Bristol Myers Squibb; Princeton (NJ); On-site; USD 197,800 - 239,681; Full time

Benefits offered by this job

Health Coverage

Wellbeing Programs

401(k) plan

Job summary

Bristol Myers Squibb in Princeton, NJ seeks a Director of Customer Insights & Engagement to own end-to-end data and measurement strategy across CX solutions, with a focus on real-world data models and patient/provider insights.

This role leads analytics, market research, and digital engagement analytics, partnering with cross-functional teams to translate data into strategic actions and drive patient outcomes.

Qualifications

• Bachelor's degree required; advanced degree in analytics, biostatistics, health economics, market research, or related quantitative field preferred.
• Minimum 8 years in healthcare/pharma analytics, patient services, or customer insights.
• Demonstrated experience building ROI/impact models for patient support programs.
• Strong command of real-world data sources (claims, specialty pharmacy, CRM) and partnering with data science/technology teams.
• Working knowledge of market research methodologies (qualitative and quantitative) and digital engagement measurement.
• Ability to translate complex data into clear, decision-ready narratives for senior stakeholders.

Responsibilities

• Own end-to-end data and measurement strategy for CX, including metrics framework and reporting cadence.
• Lead measurement of CX success metrics (fulfillment, persistency, compliance, NPS) with cross-functional partners.
• Build and refine ROI/impact models underpinning CX solutions as programs mature.
• Conduct root-cause and segmentation analysis to prioritize investments with highest returns.
• Partner with cross-functional teams on integrated data infrastructure across CRM, EHR, and claims.
• Validate AI-driven triage and adherence-phenotyping models for clinical credibility.

Skills

ROI/impact models

Analytics leadership

Market research methodologies

Data storytelling

Senior stakeholders communication

Education

Bachelor's degree

Advanced analytics degree preferred

Job description

Bristol Myers Squibb in Princeton, NJ seeks a Director of Customer Insights & Engagement to own end-to-end data and measurement strategy across CX solutions, with a focus on real-world data models and patient/provider insights.

This role leads analytics, market research, and digital engagement analytics, partnering with cross-functional teams to translate data into strategic actions and drive patient outcomes.