Associate Director​/Director, Customer Experience Lead, Marketing Analytics

Job Summary

We are seeking an Associate Director / Director, Customer Experience Lead, Marketing Analytics to drive data‑driven decision‑making across digital and omnichannel HCP and patient engagement initiatives and define and own enterprise‑wide CX analytics strategy across brands and business units.

This role may be filled at the Associate Director or Director level depending on the selected candidate’s experience, demonstrated capabilities, and organizational needs. At the Director level, the role is expected to define enterprise standards, operate with broad autonomy in ambiguous environments, and influence strategic decisions across brands, business units, and key external partners.

• Elevate omnichannel performance visibility through consistent, high‑quality dashboards, reporting, measurement standards, and data quality processes, creating enterprise visibility and decision discipline across multiple functions.
• Translate complex digital and omnichannel data into clear narratives and recommendations that drive optimization, strategic action, and longer‑term commercial performance improvement.
• Shape and enforce measurement standards, campaign taxonomy, tagging governance, and KPI definitions that improve data quality and enable cross‑brand comparability, enterprise governance, and executive confidence in decision‑making.
• Help mature Ionis’ capabilities in test‑and‑learn, AI‑assisted insights, audience and journey measurement, and omnichannel optimization, directly contributing to better HCP and patient engagement outcomes, broader capability development, and future‑state commercial strategy.
• Lead CX reporting strategy and insight generation, developing a compelling narrative across paid media, web, CRM, and in‑field touchpoints to drive both in‑quarter optimizations and longer‑term strategic planning, cross‑brand performance improvement, and enterprise decision‑making.
• Translate brand and portfolio objectives into clear decision frameworks, KPIs, targets, and diagnostic views that are comparable across brands, indications, and stages of the customer journey, with clear governance and executive accountability for adoption.
• Synthesize complex performance data into concise, executive‑ready narratives and recommendations that guide budget allocation, channel mix, next‑best‑action decisions, broader omnichannel strategy, and resource prioritization across multiple functions.
• Own CX measurement framework strategy, governance, development, enhancement, and continuous evolution across brands and business units, ensuring enterprise consistency and strategic relevance.
• Govern metric definitions, filters, views, and decision rules so stakeholders can self‑serve performance questions while preserving consistency and data quality at enterprise scale.
• Leverage Power BI, MCI/Datorama, or Domo to automate data flows, QA checks, and insight generation, reducing manual effort and turnaround time for reporting while building scalable analytics capabilities and operating standards for the organization.
• Design and socialize experiments and A/B tests to answer priority business questions, pressure‑test assumptions, and unlock growth opportunities across key tactics.
• Set the cross‑brand test‑and‑learn agenda and direct how findings are translated into future strategy.
• Partner with media agencies and AORs on measurement plans, optimization strategies, and reconciliation of performance views across platforms and datasets as the senior CX analytics lead for external measurement and performance management.
• Translate test results into clear playbooks and optimization guidelines that can be operationalized by activation teams and reused across brands, establishing repeatable enterprise standards and informing future investment choices.
• Serve as the principal CX analytics expert and trusted advisor to Brand, CX Strategy, and Omnichannel Operations teams, proactively surfacing risks, opportunities, and trade‑offs, and influencing senior stakeholders on strategic choices.
• Lead cross‑functional work streams across CX Operations, Brand, Media, IT, and external partners to ensure aligned roadmaps, timelines, and…