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Job Description

At Jazz, we are reimagining how we design and deliver more precise customer experiences, enabled by new technologies, modern ways of working, and high performing team behaviors. Through this work, we enable teams to better understand patients, caregivers, and HCPs, anticipate their needs across the enterprise, deliver timely and personalized engagement, and orchestrate seamless, end-to-end experiences as One Jazz.

To power this ambition with both speed and scale, we are embracing a new capability-oriented operating model, allowing business and technology teams to partner side by side in building, advancing, and delivering global capabilities across our enterprise. Cross-functional, empowered Global Capability teams own outcomes—not just outputs—and work from clear capability visions, strategies, and measurable goals. We prioritize user problems, validate solutions through experimentation and data, and iterate quickly to create real value for our users and the business. As part of this model, you’ll collaborate closely with users, stakeholders, and technical teams across the organization, using discovery and delivery practices to ensure we’re building the right things, in the right way, at the right time.

The Senior Director, Customer Analytics & Insights plays a critical role in shaping how Jazz understands and responds to customer needs. This role leads teams responsible for generating integrated, decision-ready insights across HCPs, patients, caregivers, payers, and markets, translating complex data into clear implications that inform strategy, guide execution, and improve customer experience and business performance. It goes beyond reporting to influence how the organization prioritizes, engages, and delivers value, ensuring customer insights are consistently embedded in decision-making across Jazz.
This role will report to the head of Customer Insights & Data in Customer Experience Operations and directly leads a team that includes:
The Global Capability Owner for Analytics & Insights + Global Performance Reporting

A global team of individuals focused on Customer Analytics & Insights, responsible for delivering integrated, decision-ready customer and market insights (e.g., market research, market landscape, customer segmentation,

performance drivers, research synthesis) across key customer types (HCPs, HCOs, patients, caregivers, medical/KOLs, payers), to inform strategy, guide execution, and improve customer experience and business performance across franchises and regions

At Jazz, we believe that effective people leadership is essential to our success. Our people managers play a vital role in creating an environment where teams thrive, and individuals reach their full potential. Jazz invests in people managers to equip them to drive performance, grow individuals, and create belonging. As a result, Jazz people managers champion a culture of collaboration, inclusion, and belonging, ensuring that everyone feels heard and valued. They connect with their teams on a personal level, understanding their unique needs and motivations and providing personalized support to empower every team member to thrive.

Essential Functions/Responsibilities
Key Responsibilities:

Leadership, Strategy, & Vision

• Lead and scale Customer Analytics & Insights capabilities to ensure customer and market insights enable faster, data-driven decisions and improved outcomes by scaling Customer Analytics and Insights to convert insights into actionable strategies and execution

• Lead and develop Team Leads, reinforcing clear decision rights, accountability, and performance expectations. This includes:

• Overseeing Analytics & Insights teams that partner with franchises, functions and regions to define critical business questions and deliver integrated, decision-ready insights that directly inform strategy, execution and customer engagement.

• Holding Global Capability Owners accountable for the performance and outcomes of Customer Analytics & Insights and Global Performance Reporting capabilities, ensuring consistent delivery of high-quality, integrated insights that are trusted, actionable and drive decision-making across brands and regions.

• Partner with the head of Customer Insights & Data on resource planning, talent strategy, and capability development, including attracting, developing, and retaining high-performing analytics and insights talent as capabilities and the operating model evolve.

• Own budget and resource allocation, making investment decisions across the team to maximize impact and performance outcomes.

• Set and evolve the team vision and strategy, aligned to Customer Insights & Data priorities and Jazz Objectives.

• Translate franchise, functional, and regional business strategies into clear, prioritized analytics and insights demand, guiding both Business Partner and Global Capability teams.

• Define and govern how integrated Customer Analytics & Insights capabilities mature over time, balancing near-term execution with long-term standardization, reuse, and scale.

• Manage strategic vendor partners with clear accountability for quality, delivery and outcomes.

• Foster a high performance-driven culture of collaboration, learning, and continuous improvement across the team.

• Cross-Functional & Regional Alignment

• Partner closely with the Activation Leads to ensure user needs, readiness, enablement, and adoption considerations are embedded in Customer Analytics & Insights team strategy and prioritization.

• Align with franchise, functional and regional stakeholders including senior leadership to define clear priorities, balancing regional differences in maturity with global standards.

• Drive alignment across data, insights, franchise, and core commercial functions, with support from Technology, Legal, and Compliance, to ensure customer and market insights are consistently embedded in decision-making across Jazz.

• Represent the Customer Analytics & Insights team in cross-functional forums to drive alignment and resolve dependencies.

• Lead resolution of complex, cross-team issues affecting performance or adoption of Customer Analytics & Insights global capabilities.

• Required Knowledge, Skills, and Abilities

• Technical Skills

• Deep understanding of qualitative and quantitative research and analytical approaches, including market research, segmentation, patient journey analysis to understand customer behavior and market dynamics.

• Strong ability to synthesize insights across diverse data sources (e.g. primary research, secondary data, real-world data engagement data) to uncover customer needs, perceptions, behaviors and experience gaps.

• Ability to translate complex customer and market insights into clear implications and compelling narratives that inform strategic and tactical decision-making across brands, functions, and leadership.

• Experience working within Agile product development teams and product operating models.

• Experience leveraging AI, automation, or agentic workflows to deliver enterprise analytics, insights, and performance reporting that improve CX decision‑making.

• Experience leading and developing a high-performing team, including resource planning, performance management, and talent development to support evolving business needs.

Business Skills

• Digital-first Mindset — ability to look for opportunities to streamline and improve the customer experience and Jazz performance through digital tools, data and automation to create better, faster and more scalable outcomes

• Strategic Storytelling— the ability to craft purposeful, compelling narratives that make sense of change, inspire action, and align people around a shared direction

• Cross functional Matrix Collaboration – ability to work fluidly across teams and reporting lines respecting SME, coordinating shared work, ensuring progress even when accountability is distributed – supporting decisions with professional alignment and focus on collective success. Deeply understands and values unique capabilities and perspectives of diverse functions.

• Systems Thinking - The ability to understand how actions create upstream and downstream effects across the organization, seeing patterns and interdependencies to improve the whole ecosystem, not just individual parts.

• Continuous Improvement — ability to regularly improve processes/capabilities through reflection and iteration, generates new options and approaches when constraints exist, growth mindset, challenges status quo.

Required/Preferred Education and Licenses
Qualifications:

Bachelor's degree in business, healthcare, technology, or related field.
12+ years of experience in customer analytics, market research, or insights roles,
•5 years in pharma with proven expertise in synthesizing qualitative and quantitative data to deliver actionable insights for HCPs, patients, payers, and KOLs across global and regional contexts.

6-8 years of experience leading people, including managing and developing high-performing teams and driving accountability across functions.

Preferred / Additional Qualifications:

• Advanced degree (MBA or relevant graduate degree) preferred.

• Experience working in the capability operating model

• Experience partnering with enterprise platform teams or global capability teams supporting digital and operational capabilities.

• Experience working in rare disease or specialty brands, with strong understanding of unique stakeholder dynamics.

• Experience leading and developing distributed, matrixed teams including onshore/offshore models, with strong ability to align resources, drive accountability and ensure consistent delivery standards.

• Working Requirements:

• 20-30% travel will be required.

• Jazz Expected Behaviors

• Demonstrates ownership and accountability, taking responsibility for outcomes and driving work forward with urgency, clarity, and a focus on impact.

• Leads with curiosity and a Growth Mindset, actively exploring user needs, emerging technologies, and new ways of working to elevate capability and innovation.

• Embraces change as a learning opportunity, adapting quickly, modeling resilience, and helping others navigate dynamic environments.

• Acts with a One Jazz mindset, prioritizing global value, breaking down silos, and building strong, trust-based partnerships across teams.

• Delivers high performance results, setting ambitious goals, challenging assumptions, and consistently driving measurable business impact.

• Models inclusive, collaborative leadership, creating space for diverse perspectives and empowering others to contribute their best work.

• Invest in continuous learning, developing personal skills while coaching and elevating the capabilities of colleagues and cross functional partners.

• Navigates ambiguity with confidence, using sound judgment, data, and user insights to make informed decisions even when information is incomplete.

• Communicates with clarity and influence, simplifying complexity, aligning stakeholders, and ensuring shared understanding of priorities and outcomes.