Senior Director, CX Insights & Measurement

Bristol Myers Squibb EU Policy; Princeton (NJ); On-site; USD 168,000 - 203,000; Full time

Benefits offered by this job

Flexible Time Off

11 paid company holidays

Comprehensive benefits

Job summary

Bristol Myers Squibb seeks an Associate Director, Customer Experience Measurements & Insights to lead enterprise measurement, experimentation, and optimization across personal and non-personal engagement. You will establish standardized frameworks, KPI governance, and closed-loop insights translating engagement into improved customer experience and business outcomes.

The role synthesizes campaign performance data and decision science outputs to guide campaign design, channel mix, sequencing, and

Qualifications

• Bachelor’s degree in Computer Science, Data Science, Analytics, Statistics, Economics, or related quantitative field is required.
• Minimum 6 years of experience in omnichannel engagement measurement within the pharmaceutical industry.
• Strong understanding of HCP and/or patient journeys, including channel interactions, sequencing, pacing, and message effectiveness.
• Demonstrated experience designing measurement frameworks, KPI standardization, reporting requirements, and analytics governance.
• Proficiency with Python or R for analysis and modeling in modern data environments.

Responsibilities

• Lead measurement strategy, KPI standardization, and governance across enterprise engagement.
• Monitor engagement health and provide optimization recommendations for orchestration and channel use.
• Design and operationalize test-and-learn approaches to assess impact and scalability.
• Lead Omnichannel Engine measurement for always-on, closed-loop insights across channels.
• Measure content performance and evaluate personalization strategies for impact.
• Partner with Marketing, CRM, and Commercial teams to enable insights adoption.
• Drive AI/LLM-enabled insight generation with governance and compliance.

Skills

Omnichannel measurement

Attribution

Experimentation

Python or R

SQL

Data analysis

Decision science

Education

Bachelor’s degree in Computer Science or related quantitative field

Tools

Python

SQL

Pandas

NumPy

Job description

Bristol Myers Squibb seeks an Associate Director, Customer Experience Measurements & Insights to lead enterprise measurement, experimentation, and optimization across personal and non-personal engagement. You will establish standardized frameworks, KPI governance, and closed-loop insights translating engagement into improved customer experience and business outcomes.

The role synthesizes campaign performance data and decision science outputs to guide campaign design, channel mix, sequencing, and