Associate Director - Customer Experience Analytics - LillyDirect
BioSpace, Indianapolis, IN, United States
Position Overview
The Associate Director – LillyDirect Data Strategy – Customer Experience Analytics is responsible for measuring, validating, and optimizing the end‑to‑end consumer experience and go‑to‑market performance across LillyDirect digital products and channels.
Collaborates with Consumer Experience, Product, Marketing, and Technology teams to define critical metrics, design data/reporting solutions, deploy experimentation, and translate behavioral data into actionable insights.
Key Responsibilities Customer Journey & Experience Analytics
Analyze end‑to‑end consumer journeys across web and mobile app experiences, including awareness through pre‑Rx, fill, and refill stages.
Evaluate primary (happy path) and exception (failure path) journeys to validate experience performance.
Partner with Consumer Experience teams to translate experience changes into measurable hypotheses.
Measure acquisition, activation, conversion, and retention funnels.
Support campaign, channel, and feature launch measurement.
Reporting, Visualization, and KPI Design
Define clear, decision‑oriented KPIs aligned to CX and GTM objectives.
Maintain consistent KPI logic, documentation, and transparency.
Develop and maintain dashboards and recurring reports.
Enable self‑serve analytics for CX and go‑to‑market partners.
Experimentation and Measurement
Design, deploy, and evaluate A/B and multivariate tests.
Validate test setup, instrumentation, exposure, and downstream impact.
Cross‑Functional Partnership
Translate ambiguous business questions into structured analytics plans.
Partner across analytics, data engineering, and technology teams.
Basic Qualifications
Bachelor's degree in a quantitative field or related field.
4 years of related work experience.
Solid understanding of SQL.
Authorized to work in the United States on a full‑time basis; Lilly does not sponsor work authorization.
Preferred Qualifications
Experience developing and publishing in Power BI or Tableau.
Experience analyzing web/mobile customer journey data, funnels, and drop‑off analysis.
Experience defining and documenting KPIs and data dictionaries as an end‑to‑end analytical product owner.
Hands‑on A/B testing deployment experience.
Experience developing self‑service reporting and data visualization tools.
Strong communication and cross‑team building skills.
Experience supporting business‑critical analytics questions under ambiguity, including diagnosing data gaps or tracking issues.
Experience with Adobe Analytics / Adobe Target.
Programming proficiency in at least one analytical programming language (R/Python).
Experience working in regulated or privacy‑sensitive environments.
Knowledge of causal inference and causal analytics.
Compensation and Benefits Salary range: $127,500 – $187,000. Full‑time employees are eligible for company bonus, 401(k), pension, vacation, medical, dental, vision, prescription drug benefits, flexible benefit accounts, life insurance, leave benefits, and well‑being benefits.
Equal Employment Opportunity Lilly is a proud EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.
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Collaborates with Consumer Experience, Product, Marketing, and Technology teams to define critical metrics, design data/reporting solutions, deploy experimentation, and translate behavioral data into actionable insights.
Key Responsibilities Customer Journey & Experience Analytics
Analyze end‑to‑end consumer journeys across web and mobile app experiences, including awareness through pre‑Rx, fill, and refill stages.
Evaluate primary (happy path) and exception (failure path) journeys to validate experience performance.
Partner with Consumer Experience teams to translate experience changes into measurable hypotheses.
Measure acquisition, activation, conversion, and retention funnels.
Support campaign, channel, and feature launch measurement.
Reporting, Visualization, and KPI Design
Define clear, decision‑oriented KPIs aligned to CX and GTM objectives.
Maintain consistent KPI logic, documentation, and transparency.
Develop and maintain dashboards and recurring reports.
Enable self‑serve analytics for CX and go‑to‑market partners.
Experimentation and Measurement
Design, deploy, and evaluate A/B and multivariate tests.
Validate test setup, instrumentation, exposure, and downstream impact.
Cross‑Functional Partnership
Translate ambiguous business questions into structured analytics plans.
Partner across analytics, data engineering, and technology teams.
Basic Qualifications
Bachelor's degree in a quantitative field or related field.
4 years of related work experience.
Solid understanding of SQL.
Authorized to work in the United States on a full‑time basis; Lilly does not sponsor work authorization.
Preferred Qualifications
Experience developing and publishing in Power BI or Tableau.
Experience analyzing web/mobile customer journey data, funnels, and drop‑off analysis.
Experience defining and documenting KPIs and data dictionaries as an end‑to‑end analytical product owner.
Hands‑on A/B testing deployment experience.
Experience developing self‑service reporting and data visualization tools.
Strong communication and cross‑team building skills.
Experience supporting business‑critical analytics questions under ambiguity, including diagnosing data gaps or tracking issues.
Experience with Adobe Analytics / Adobe Target.
Programming proficiency in at least one analytical programming language (R/Python).
Experience working in regulated or privacy‑sensitive environments.
Knowledge of causal inference and causal analytics.
Compensation and Benefits Salary range: $127,500 – $187,000. Full‑time employees are eligible for company bonus, 401(k), pension, vacation, medical, dental, vision, prescription drug benefits, flexible benefit accounts, life insurance, leave benefits, and well‑being benefits.
Equal Employment Opportunity Lilly is a proud EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.
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