Summary:

The Director, Customer Insights & Analytics is the single accountable owner of the Customer Experience (CX) organization's end-to-end data and measurement strategy - from metrics definition and data architecture through reporting cadence and governance - building rigorous, real-world-data-driven models of what is actually moving fulfillment, persistency, and patient enrollment, and closing the gap between assumption-based estimates and validated in-market performance.

The role carries a secondary, complementary focus on market research (generating and synthesizing patient and provider insight to inform solution design) and digital engagement analytics (measuring how patients and providers interact with digital touchpoints such as SMS programs, webinars, apps, and emerging AI-driven support tools).

This is a highly cross-functional role reporting into the Executive Director, Customer Insights & Engagement, with a dotted line to the VP, Customer Experience, Neuroscience - reflecting the role's dual accountability to the insights & analytics discipline and to the broader CX organization it serves. The Director will directly inform CX strategic planning and the team's shift toward a more frictionless, data-informed patient engagement model.

Responsibilities:

Analytics & Measurement

• Own the CX organization's end-to-end data and measurement strategy - defining the metrics framework, data architecture, and reporting cadence used to track performance across fulfillment, persistency, compliance, and enrollment, and serving as the single point of accountability for data quality and consistency across all CX solutions
• Own end-to-end measurement of CX success metrics - fulfillment, 30-/60-/90-day persistency, compliance, and Net Promoter Score - partnering with brand analytics, real-world data providers, and internal data/technology teams
• Build, validate, and continuously refine annualized impact models underpinning CX solutions (e.g., SMS/refill reminder programs, community resource navigation, nurse support programs, EHR integrations, connected adherence devices), replacing preliminary benchmark assumptions with real-world performance data as programs mature
• Lead root-cause and segmentation analysis on drop-off points across the treatment journey (access delays, early side-effect-related discontinuation, missed follow-up, referral fragility) to prioritize where investment yields the highest return
• Partner with Innovation & Digital teams on integrated data infrastructure work, connecting patient, program, and partner data (CRM, EHR, pharmacy, claims) into a unified analytic view
• Support validation of AI-driven triage and adherence-phenotyping models, ensuring they are statistically sound and clinically credible

Market Research

• Commission and synthesize primary market research (patient/HCP attitudinal and behavioral studies, qualitative pain-point research) to complement claims-based analytics, ensuring solution design stays grounded in lived patient and provider experience
• Maintain a consolidated view of patient experience across the treatment journey, feeding directly into ongoing analysis of why patients don't start or don't stay on therapy
• Translate market-level variation (payer mix, pharmacy infrastructure, provider capacity, social determinants) into segmented insight that informs where and how solutions should flex by geography

Digital Engagement Analytics

• Measure performance and engagement across digital touchpoints - SMS programs, onboarding webinars, social/programmatic media, websites, and emerging AI-driven enrollment and support tools
• Provide the analytic backbone for the shift from opt-in to opt-out enrollment models, tracking adoption, activation, and effectiveness of frictionless enrollment mechanisms
• Partner with digital/innovation teams to instrument new tools with the right measurement from the outset, avoiding retrofit analytics

Cross-Functional & Strategic Support

• Proactively shape strategic planning across the full patient treatment journey by surfacing data-backed recommendations before they're asked for - flagging emerging risks and opportunities early, not just responding to requests
• Lead joint problem-solving with the Patient Access Liaison (PAL) organization - translating field-level signals (prior authorization submission patterns, provider engagement behavior) into territory-level insight paired with concrete, actionable recommendations, and co-owning follow-through to resolution
• Bring a point of view, not just findings: pair every insight presented to senior leadership with a recommended course of action, and drive alignment across stakeholders to move from analysis to decision and execution

Team Development

• Build and mentor analytical talent within the Customer Insights & Engagement function, fostering both technical (analytics, data science) and strategic (storytelling, stakeholder management) capability
• Foster a culture of curiosity, rigor, and continuous improvement

Qualifications:

Required:

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

Preferred:

• Experience with AI/ML-driven segmentation, triage, or adherence-phenotyping models
• Background in behavioral health, psychiatry, or CNS markets
• Prior experience supporting large-scale commercial transformation initiatives, including work with external strategy consultancies
• Familiarity with compliant matrix collaboration across field, market access, and marketing functions

If you come across a role that intrigues you but doesn't perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Compensation Overview:

Princeton - NJ - US: $197,800 - $239,681

The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee's work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit https://careers.bms.com/life-at-bms/.

Benefit offerings are subject to the terms and conditions of the applicable plans in effect at the time and may require enrollment. Our benefits include:

• Health Coverage: Medical, pharmacy, dental, and vision care.
• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.

Work-life benefits include:

Paid Time Off

• US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees)
• Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays

Based on eligibility*, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.

All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

*Eligibility Disclosure: The summer hours program is for United States (U.S.) office-based employees due to the unique nature of their work. Summer hours are generally not available for field sales and manufacturing operations and may also be limited for the capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours, depending on the nature of their work, and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should consult that document to determine if they are eligible. Contractors, leased workers and other service providers are not eligible to participate in the program.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.