Head of CX Insights & Omnichannel Optimization

Bristol Myers Squibb

Princeton (NJ)

On-site

USD 168,000 - 203,000

Full time

4 days ago

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Job summary

Bristol Myers Squibb is seeking an Associate Director of Customer Experience Measurements & Insights to lead enterprise‑level measurement across omnichannel engagement in Princeton, NJ. The role focuses on standardizing KPIs, governance, and data‑driven optimization of media and campaigns.

The position requires extensive analytics experience in the pharmaceutical sector, proficiency with Python or R, and a proven ability to translate insights into strategic actions that improve customer

Qualifications

Bachelor’s degree in quantitative field required.
Minimum 6 years of experience in omnichannel engagement measurement, advanced analytics, or commercial insights within the pharmaceutical industry.
Strong understanding of HCP and/or patient journeys, including channel interactions and sequencing.
Experience designing measurement frameworks, KPI standardization, and reporting requirements.
Expertise in attribution, experimentation/incrementality, and causal inference.
Ability to translate analytics into clear, actionable recommendations and influence stakeholders.
Proficiency with Python or R.

Responsibilities

Lead measurement strategy, KPI standardization, and governance across omnichannel initiatives.
Oversee monitoring of engagement health and provide optimization recommendations.
Design and operationalize test‑and‑learn approaches to assess impact and scalability.
Partner with marketing, CRM, and field teams to embed insights into campaigns.
Develop executive‑ready dashboards linking engagement to business outcomes.