Associate Director, Customer Experience Measurements & Insights

At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it.

Summary:

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.

Responsibilities:

Measurement Strategy, KPI Standardization & Governance Lead

• Standardized measurement frameworks for customer experience and omnichannel performance across field and digital engagement.
• Develop campaign intelligence frameworks that synthesize historical performance, decision science outputs (MMx/KDA), and advanced analytics to inform digital campaign planning and optimization at BMS.
• Define and govern enterprise KPIs, measurement logic, metric definitions, and reporting standards to ensure consistency and scalability across brands and markets.
• Establish closed-loop measurement approaches that evaluate execution quality, orchestration effectiveness, and cross-channel coordination.

Performance Monitoring & Optimization Insights

• Oversee ongoing monitoring of engagement “health” (e.g., reach, frequency, engagement, opt-outs, execution signals) and identify early indicators of deviation or opportunity.
• Translate performance trends into actionable optimization recommendations for orchestration logic, channel utilization, workload balance, and pacing.
• Develop and maintain executive-ready dashboards and narratives that connect engagement activity to customer experience and business outcomes.

Experimentation & Incrementality (Test & Learn)

• Design and operationalize test-and-learn approaches (e.g., A/B tests, lift studies, incrementality experiments, matched control designs) to assess impact and scalability of innovations.
• Define success metrics, measurement windows, and analytical methods; ensure results are translated into decisions on what to scale, refine, or stop.
• Partner with media, CRM, and activation teams to embed experimentation learnings into ongoing and future campaign execution

Omnichannel Orchestration Engine Measurement

• Lead standardized measurement and optimization frameworks for the Omnichannel Orchestration Engine across both personal and non-personal channels, enabling always on, closed loop measurement of execution quality, orchestration effectiveness, and cross channel coordination.
• Oversee continuous monitoring of omnichannel execution health—including reach, frequency, engagement, optouts, and recommendation execution signals—and assess performance trends and early indicators of deviation.
• Translate insights into actionable optimization recommendations to improve channel mix, sequencing, pacing, workload balance, and content delivery, while providing analytical feedback to Omnichannel Engine, Salesforce, and Field Excellence partners.
• Deliver dynamic insights and decision frameworks that enable faster learning, more efficient media spend, and consistent measurement across brands.

Content, Message & Personalization Measurement

• Lead measurement of content and message performance (e.g., adoption, freshness, affinity, fatigue, segment/channel suitability).
• Enable evaluation of AI-driven personalization/NBA strategies and their impact on customer experience and downstream outcomes.
• Provide recommendations to optimize content mix, creative rotation, channel fit, and sequencing.

Stakeholder Partnership & Enablement

• Serve as a trusted analytics advisor across Marketing, Omnichannel Strategy, Field Excellence, and Commercial stakeholders.
• Facilitate regular insight feedback loops to refine targeting, orchestration pacing, and engagement strategy.
• Drive adoption of measurement standards and best practices through training, documentation, playbooks, and stakeholder enablement.

Innovation, AI & Responsible Insight Enablement

• Partner with data science, and other partners to pilot and scale advanced analytics capabilities (e.g., clustering/embeddings, pattern detection, content analysis).
• Enable responsible use of LLMs for insight generation and enablement (e.g., summarization, classification, explanation), ensuring governance, explainability, and compliance.

Qualifications:

• 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, experimentation/incrementality, and causal inference approaches.
• Proven ability to translate analytics into clear, actionable recommendations and influence cross-functional stakeholders.
• Proficiency with Python or R for analysis/modeling and working with modern data environments.

Preferred Experience

• applying machine learning techniques, including embedding based clustering, to identify high value channel and journey patterns, content effectiveness, message fatigue, and under or oversaturated channels.
• Practical experience leveraging large language models (LLMs) as an insight and enablement layer on top of core analytics, including prompt design for classification, summarization, explanation of analytical results, and insight generation.
• Ability to validate AI generated insights with analytical rigor and business logic, ensuring explainability, trust, and compliance. Proficiency in SQL and machine learning modeling in Python (e.g., pandas, NumPy, stats models, causal libraries).

#CASA

We hire for skills and capabilities, not just credentials – if this role excites you, but doesn’t perfectly match your resume, we encourage you to apply anyway.

Princeton - NJ - US: $167,540 - $203,013

The starting pay range(s) listed above is for full-time employees (FTE). You may also be eligible for additional discretionary incentive cash and stock opportunities. We determine starting pay thoughtfully – carefully considering the nature of the role, required skills, work location, schedule and the knowledge and experience you bring. Final compensation is guided by pay equity principles and applicable employment laws. Compensation programs are reviewed on an ongoing basis and may be adjusted over time to reflect evolving market factors, and individual, team or Company performance.

Benefits:

Subject to the terms and conditions of the applicable plans then in effect, you may be eligible to participate in our comprehensive benefit plans – including wellbeing support, retirement and financial protection benefits, and insurance offerings (medical, dental, vision, life and disability).

U.S.-based exempt employees are eligible for Flexible Time Off (FTO), which provides paid time off without a set accrual limit, subject to manager approval, along with 11 paid company holidays each year.

Non-exempt employees, RayzeBio employees, and employees located in Puerto Rico receive 160 hours of paid vacation annually for new hires (subject to manager approval), 11 paid company holidays, and 3 optional holidays.

Depending on eligibility, employees may also have access to additional time-off benefits, including paid sick leave, up to two paid volunteer days per year, summer hours flexibility, and leaves of absence for medical, personal, parental, caregiver, bereavement, or military needs. Eligible employees also enjoy an annual Global Shutdown between Christmas Day and New Year's Day.

U.S.-based job seekers can explore full benefit offerings at https://careers.bms.com/benefits

How We Work

Where you work matters – because collaboration, innovation and patient impact happen in many settings. Our roles are structured across four work models: site-essential, site-by-design, field-based and remote-by-design. The model assigned to this role is based on its core responsibilities. Learn more at https://careers.bms.com/ways-of-working.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to [email protected]. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

For roles based in Los Angeles County only:  If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If this posting is missing required information required by local law or incorrect, contact BMS at [email protected]with the Job Title and Requisition number. Do not send application-related inquiries to this email. To check your application status, please login to your Candidate Home Account.

R1605942 : Associate Director, Customer Experience Measurements & Insights