Associate Director, Customer Experience Measurements - Princeton NJ

Job Description

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Unless specifically stated otherwise, this role is "On‑Site" at the location detailed in the job post.

This role will lead enterprise‑wide measurement, experimentation, and optimization across personal and non‑personal engagement, with a strong focus on media, campaign optimization and accountable for establishing standardized measurement frameworks, KPI governance, and closed‑loop insight generation that translate engagement and media activity into improved customer experience, orchestration performance, and business outcomes. The Associate Director serves as a strategic analytics and insight leader – synthesizing campaign performance data, historical learnings, experimentation results, and decision science outputs (MMx/KDA, attribution) to generate actionable intelligence that informs campaign design, channel mix, sequencing, pacing, and in‑flight optimization.

This role plays a critical stewardship function for the Omnichannel Orchestration Engine, ensuring execution quality, orchestration effectiveness, and continuous optimization of both orchestrated and non‑orchestrated campaigns. Partnering closely with Brand Analytics, Media & Digital Marketing, Omnichannel Orchestration/Engine teams, CRM Insights Enablement, Field Analytics, BI&T, and Commercial stakeholders, the Associate Director delivers dynamic campaign optimization insights and decision frameworks that enable faster learning, more efficient media spend, and consistent measurement across brands – while operating within a highly regulated healthcare environment.

Measurement Strategy, KPI Standardization & Governance Lead:
Standardized measurement frameworks; develop campaign intelligence frameworks; define and govern enterprise KPIs and reporting standards; establish closed‑loop measurement approaches.

Performance Monitoring & Optimization Insights:
Oversee ongoing monitoring of engagement “health”; translate performance trends into actionable optimization recommendations; develop and maintain executive‑ready dashboards and narratives.

Experimentation & Incrementality (Test & Learn):
Design test‑and‑learn approaches; define success metrics, measurement windows, and analytical methods; partner with media, CRM, and activation teams to embed learning into ongoing campaigns.

Omnichannel Orchestration Engine Measurement:
Lead standardized measurement and optimization frameworks; oversee continuous monitoring; translate insights into actionable recommendations.

Content, Message & Personalization Measurement:
Lead measurement of content and message performance; enable evaluation of AI‑driven personalization; provide recommendations to optimize content mix and creative rotation.

Stakeholder Partnership & Enablement:
Serve as trusted analytics advisor; facilitate regular insight feedback loops; drive adoption of measurement standards through training and enablement.

Innovation, AI & Responsible Insight Enablement:
Partner with data science to pilot advanced analytics; enable responsible use of LLMs for insight generation; ensure governance, explainability, and compliance.

Bachelor’s degree in Computer Science, Data Science, Analytics, Statistics, Economics, or related quantitative field is required.
Minimum 6 years of experience in omnichannel engagement measurement, advanced analytics, or commercial insights within the pharmaceutical industry.
Strong understanding of HCP and/or patient journeys, including channel interactions, sequencing, pacing, and message effectiveness.
Demonstrated experience designing measurement frameworks, KPI standardization, reporting requirements, and analytics governance.
Expertise in impact measurement methods including attribution,…