Director, Customer & Message Optimization Princeton - NJ - US R1603171 Posted

Position: Director, Customer & Message Optimization Princeton - NJ - US R1603171 Posted a day ago
## Director, Customer & Message Optimization Princeton - NJ - USFind out how well you match with this job
** 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:
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* Summary:

** The Director, Customer & Message Optimization is the platform owner and capability leader for message development, concept testing, and customer segmentation research within BMS's Global Market Research Center of Excellence (CoE). This role is responsible for building, governing, and continuously improving the shared platforms and capability frameworks that Therapeutic Areas (TA) and Business Units (BU) Market Research (MR) teams use to develop, test, and optimize brand messaging, value propositions, and customer engagement strategies across BMS's portfolio.

This leader ensures that the platforms, tools, and capability infrastructure available to TA/BU MR teams are robust, consistent, and evolving in step with the AI-enabled future of rapid concept and message testing. The most consequential near-term responsibility of this role is building and governing AI-enabled self-serve message testing and concept optimization capabilities that allow teams to move faster, test more, and make better-informed messaging decisions without sacrificing rigor or comparability.

The Director, Customer & Message Optimization reports directly to the Executive Director, Global Market Research, and operates as an advisor to TA and BU MR leads, providing platform expertise and capability support that amplifies the methodology expertise those teams already hold.
** Responsibilities:
**** Own the Enterprise Message and Concept Testing Capability Platform
*** Build and govern the shared platform infrastructure that TA and BU MR teams use to design, field, and analyze message testing, concept evaluation, value proposition development, and customer segmentation research
* Define and maintain the platform's structural elements, output formats, and analytical frameworks that are built into message and concept testing tools to ensure cross-TA comparability without constraining TA-level design flexibility
* Own the platform governance model (the rules, documentation standards, and escalation processes that govern how TA teams configure, adapt, and report from CoE message and concept testing platforms)
* Partner with the Director, CoE Strategy & AI Innovation on message and concept testing platform vendor requirements and preferred supplier selection, ensuring vendors are governed in a manner consistent with the CoE's broader capability architecture and AI roadmap
** Lead the AI-Enabled Message Testing Capability Build
*** Own the platform development roadmap for AI-enabled and self-serve message testing and concept optimization tools, sequenced against TA/BU capability needs and CoE platform priorities
* Define the platform validation framework for AI-enabled message and concept testing, establishing how AI-generated outputs are tested for reliability and decision-readiness before teams adopt new platforms for live programs
* Work in close partnership with the Director, CoE Strategy & AI Innovation to ensure the AI message testing platform roadmap is grounded in the practical realities of how teams currently design and use message and concept research
* Support TA/BU MR teams through the adoption of new message testing platforms, providing capability…