Position Overview:The Consumer Services Hub (CSH) is a center of excellence for US patient services and customer support. Our responsibilities include the design and execution of industry-leading, multi-channel customer support solutions and services that enable better patient outcomes and help 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, increase adherence and persistency, and deliver industry-best customer experiences.
The Consumer Capabilities Analyst is responsible for translating business needs into effective capabilities that advance the organization's consumer priorities. The role builds practical expertise in assigned capabilities by drafting and refining requirements, developing and executing test scenarios, and socializing change. Through this work, the role helps improve patient outcomes, strengthen end-user experiences, enhance execution quality, and increase efficiency across supported platforms and capabilities.
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
Note: When applying internally for a position your current supervisor receives notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.
Actual compensation will depend on a candidate's education, experience, skills, and geographic location. 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.
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