Associate Director, Voice of Customer & Experience Insights
Boehringer Ingelheim, Duluth, GA, United States
Overview
As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development and delivery of our products to our patients and customers. Our global presence provides opportunities for all employees to collaborate internationally, offering visibility and the chance to directly contribute to the company’s success. We recognize that our strength and competitive advantage lie with our people and support them through a healthy working environment, meaningful work, mobility, networking, and work‑life balance.
What Makes This Role Exciting
Own the Voice of Customer capability across the omnichannel ecosystem, ensuring customer signals from veterinarians, consumers and partners systematically inform engagement strategies and experience improvements.
Turn customer feedback and behavioral insights into prioritized action, partnering with Analytics & Insights and business teams to translate signals into measurable improvements across journeys and touchpoints.
Build the customer intelligence engine of Commercial Excellence, enabling the organization to move from fragmented feedback to a structured system that continuously improves customer experience and commercial performance.
About the Department Within Commercial Excellence, the Omnichannel Engagement organization connects digital platforms, engagement channels and customer insights to improve how veterinary professionals and consumers interact with the company. The Voice of Customer (VoC) capability ensures that customer understanding is captured consistently and translated into actionable insights that strengthen engagement strategies and improve customer experience across the ecosystem.
Duties & Responsibilities The Associate Director, Voice of Customer & Experience Insights owns the Voice of Customer capability within the Omnichannel operating model. The role designs and leads the VoC framework across customer types and stakeholder groups, ensuring that feedback and behavioral signals are systematically captured, analyzed and translated into prioritized improvement opportunities. Working in close partnership with Analytics & Insights, the role transforms customer signals into meaningful insights that guide decision making across engagement initiatives.
The position collaborates with Marketing, Sales, Retail teams and other touchpoint owners, ensuring that customer insights inform both strategic decisions and experience improvements across digital and field engagement.
What You Will Help Build
A scalable Voice of Customer framework capturing feedback across engagement touchpoints and stakeholder groups
Cross‑customer experience intelligence across veterinary professionals, consumers and retail partners
Closed‑loop improvement mechanisms ensuring insights translate into concrete actions and measurable outcomes
Customer experience scorecards and insight narratives that support leadership decision making
Customer‑centric ways of working that embed customer feedback into engagement strategies and execution
Who We Are Looking For We are looking for an insights‑driven leader with a strong passion for customer experience and customer understanding.
Experience in Voice of Customer programs or customer feedback frameworks
Experience in customer experience strategy or journey insights
Experience in customer research or experience analytics
Experience in retail or consumer environments where customer experience is a key differentiator
Cross‑functional collaboration and stakeholder influence
Requirements
Bachelor’s degree required; advanced degree preferred
7+ years relevant experience
Project management
Optimization mindset
Collaboration
Communication
Analytical mindset
Stakeholder management
Adaptability
High learning agility and resilience in a fast‑paced environment
Eligibility Requirements
Must be legally authorized to work in the United States without restriction
Must be willing to take a drug test and post‑offer physical (if required)
Must be 18 years of age or older
Why Boehringer Ingelheim? With us, you can develop your own path in a company where differences are our strengths and where innovation drives millions of lives to better health. Your development is our priority – we support you in building a career in an independent, authentic, and bold workplace that values and welcomes everyone. We also provide programs and groups that ensure your health and well‑being are looked after, as we invest in global access to healthcare. As part of a constantly innovating team, you’ll help transform lives for generations. Learn more at https://www.boehringer-ingelheim.com.
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What Makes This Role Exciting
Own the Voice of Customer capability across the omnichannel ecosystem, ensuring customer signals from veterinarians, consumers and partners systematically inform engagement strategies and experience improvements.
Turn customer feedback and behavioral insights into prioritized action, partnering with Analytics & Insights and business teams to translate signals into measurable improvements across journeys and touchpoints.
Build the customer intelligence engine of Commercial Excellence, enabling the organization to move from fragmented feedback to a structured system that continuously improves customer experience and commercial performance.
About the Department Within Commercial Excellence, the Omnichannel Engagement organization connects digital platforms, engagement channels and customer insights to improve how veterinary professionals and consumers interact with the company. The Voice of Customer (VoC) capability ensures that customer understanding is captured consistently and translated into actionable insights that strengthen engagement strategies and improve customer experience across the ecosystem.
Duties & Responsibilities The Associate Director, Voice of Customer & Experience Insights owns the Voice of Customer capability within the Omnichannel operating model. The role designs and leads the VoC framework across customer types and stakeholder groups, ensuring that feedback and behavioral signals are systematically captured, analyzed and translated into prioritized improvement opportunities. Working in close partnership with Analytics & Insights, the role transforms customer signals into meaningful insights that guide decision making across engagement initiatives.
The position collaborates with Marketing, Sales, Retail teams and other touchpoint owners, ensuring that customer insights inform both strategic decisions and experience improvements across digital and field engagement.
What You Will Help Build
A scalable Voice of Customer framework capturing feedback across engagement touchpoints and stakeholder groups
Cross‑customer experience intelligence across veterinary professionals, consumers and retail partners
Closed‑loop improvement mechanisms ensuring insights translate into concrete actions and measurable outcomes
Customer experience scorecards and insight narratives that support leadership decision making
Customer‑centric ways of working that embed customer feedback into engagement strategies and execution
Who We Are Looking For We are looking for an insights‑driven leader with a strong passion for customer experience and customer understanding.
Experience in Voice of Customer programs or customer feedback frameworks
Experience in customer experience strategy or journey insights
Experience in customer research or experience analytics
Experience in retail or consumer environments where customer experience is a key differentiator
Cross‑functional collaboration and stakeholder influence
Requirements
Bachelor’s degree required; advanced degree preferred
7+ years relevant experience
Project management
Optimization mindset
Collaboration
Communication
Analytical mindset
Stakeholder management
Adaptability
High learning agility and resilience in a fast‑paced environment
Eligibility Requirements
Must be legally authorized to work in the United States without restriction
Must be willing to take a drug test and post‑offer physical (if required)
Must be 18 years of age or older
Why Boehringer Ingelheim? With us, you can develop your own path in a company where differences are our strengths and where innovation drives millions of lives to better health. Your development is our priority – we support you in building a career in an independent, authentic, and bold workplace that values and welcomes everyone. We also provide programs and groups that ensure your health and well‑being are looked after, as we invest in global access to healthcare. As part of a constantly innovating team, you’ll help transform lives for generations. Learn more at https://www.boehringer-ingelheim.com.
#J-18808-Ljbffr