Associate Director, Customer Insights & Engagement, Immunology

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Summary:

The Associate Director, Customer Insights and Engagement contributes to the generation of actionable customer insights and translates them into strategic recommendations that drive brand performance, customer experience, and commercial impact. Acts as a key partner to marketing, sales, and market access teams, supporting and helping to shape the broader customer engagement strategy under the guidance of senior leadership.

Responsibilities:

Market Research & Analytics Leadership Develop and execute comprehensive primary and secondary market research plans focused on actionable insights and identification of potential brand opportunities.

Oversee synthesis of data from multiple sources (APLD, IQVIA, SHS, Claims, Patient chart data, Brand Impact) to extract meaningful business insights that inform marketing strategies.

Deliver clear, concise presentations that synthesize disparate data and demonstrate a deep understanding of market dynamics, competition, and brand performance.

Support omnichannel engagement strategy (personal and non-personal promotion). Contribute to optimizing customer journeys and touchpoints. Translate insights into targeting, segmentation, and messaging recommendations

Cross-Functional Partnership Collaborate extensively with the AI Forecasting organization as well as the Centers of Excellence to ensure a unified and comprehensive approach to insights generation.

Partner with Brand Leads to proactively answer business questions, provide data-based solutions to strategic choices, and support senior leader presentations.

Innovation & Advanced Analytics Identify opportunities and lead the development and deployment of innovative approaches and techniques in insight generation that reflect best practice

Lead adoption and application of advanced analytics capabilities, including AI, machine learning, and other innovative methodologies to enhance insights generation and support strategic decision-making.

Strategic Leadership Serve as a thought leader for market research and advanced analytics, proactively identifying emerging trends, innovative methodologies, and best practices to continuously elevate the organization’s insights capabilities

Represent Customer Insights & Engagement in BU-level forums, collaborating with cross-functional partners to shape and influence long-term commercial strategies

Champion the integration of advanced analytics (including AI and machine learning) into business processes, fostering a culture of innovation and data-driven decision-making.

Leadership & Governance Ensure adherence to all BMS operating policies and governance standards

Qualifications:

Minimum 5 years of experience in pharmaceutical analytics or market research

Bachelor’s degree required; advanced degree (Master’s or PhD) preferred.

Proven ability to synthesize complex data sources—primary research, secondary data, and competitive intelligence—into actionable insights for senior leadership.

Strong stakeholder management and consultative partnership skills, with experience influencing cross-functional teams and governance forums.

Excellent communication and presentation skills, capable of delivering clear, concise recommendations to senior executives.

Proficiency with industry-standard data sources and tools (e.g., IQVIA, SHS,…