Vice President, Customer Insights & Engagement Lead

Working with Us

Challenging. Meaningful. Life-changing. Those aren't words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it.

You'll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more:

Position Summary:

The Vice President, U.S. Customer Insights & Engagement is a senior commercial leader responsible for shaping how Bristol Myers Squibb engages with healthcare professionals (HCPs) across the U.S., leveraging both personal and digital channels. This executive partners closely with U.S. Business Unit and brand leads to identify strategic opportunities, serving as a trusted advisor in developing commercial strategies and building the capabilities required for success.

Leading a team of engagement and insights professionals, the VP translates data, customer insights, and market intelligence into actionable strategies that drive growth and competitive advantage. The role also collaborates with Business Insights and Technology Leads to deliver high-impact, AI-driven capabilities tailored to each business unit and brand. This position demands strategic influence, operational excellence, and deep customer understanding to ensure BMS remains at the forefront of evolving healthcare engagement.

Key Responsibilities:

Strategic Partnership & Leadership

* Serve as a strategic advisor to U.S. Business Unit SVPs, understanding business priorities and challenges.

* Lead BU-aligned customer insights teams, ensuring solutions are tailored to each BU while aligned with enterprise frameworks.

* Collaborate with senior cross-functional leaders (Marketing, Market Access, Field Excellence, Medical, Digital) to align customer strategies and capability investments.

* Translate business challenges into clear roadmaps for capability development, analytics integration, and engagement innovation.

Insights, Analytics & AI Leadership

* Oversee the generation and integration of actionable insights to inform brand strategy, customer segmentation, performance measurement, and continuous learning.

* Partner with field and marketing teams to enhance coordination, consistency, and impact of customer interactions.

* Synthesize insights into clear narratives that drive strategic decisions across business units and functions.

* Drive excellence in innovation through partnership within CASA, BI&T, and Brand teams.

* Define needs in the U.S. customer engagement model to enable omnichannel, personalized experiences across brands and therapeutic areas.

* Act as a translator between BU needs and AI use case requirements, ensuring capabilities reflect real-world needs.

* Lead adoption of advanced digital tools, data platforms, and customer journey design practices to enhance engagement effectiveness.

* Demonstrate a proven track record in leveraging AI and analytics to drive business outcomes.

Capability Building & Team Development

* Lead the development of U.S. commercial capabilities, including omnichannel engagement, customer experience design, and advanced analytics.

* Establish consistent frameworks, tools, and best practices to improve effectiveness across teams and therapeutic areas.

* Coach and develop a high-performing team, fostering a culture of innovation, collaboration, and accountability.

* Champion new ways of working and drive change management and adoption across field and home office teams.

Qualifications,

Skills & Experience:

* 15+ years of experience in commercial, marketing, or insights roles within the pharmaceutical, biotech, or healthcare industry.

* Proven success influencing senior leaders and partnering with Business Unit heads to shape commercial strategy.

* Deep expertise in customer insights, omnichannel engagement, commercial analytics, and AI-driven solutions within U.S. healthcare.

* Strong leadership experience managing large, cross-functional or matrixed teams, including BU-specific resources.

* Demonstrated ability to lead complex strategic initiatives and drive organizational change.

* Bachelor's degree required; MBA or advanced degree strongly preferred.

* Exceptional critical thinking, problem-solving, and creative solution development skills.

* Demonstrable results in team development, including recognition, feedback, and organizational design.

* Highly adaptable mindset, balancing growth orientation with attention to detail and execution excellence.

* Ability to…