Associate Director / Director, Customer Experience Lead, Marketing Analytics

Associate Director / Director, Customer Experience Lead, Marketing Analytics Responsibilities Drive data-driven decision-making across digital and omnichannel HCP/patient engagement initiatives; define and own enterprise-wide CX analytics strategy across brands and business units.
Elevate omnichannel performance visibility via consistent, high-quality dashboards, reporting, measurement standards, and data quality processes.
Translate complex digital/omnichannel data into clear narratives and recommendations to optimize performance and improve commercial outcomes.
Shape and enforce measurement standards, campaign taxonomy, tagging governance, and KPI definitions for cross-brand comparability and executive confidence.
Lead CX reporting strategy and insight generation across paid media, web, CRM, and in-field touchpoints.
Own CX measurement frameworks and dashboard governance; enable self‑serve performance questions.
Use Power BI, MCI‑Datorama, and Domo to automate data flows, QA checks, and insight generation.
Design and socialize experiments/A‑B tests; set cross‑brand test‑and‑learn agenda and translate findings into future strategy.
Partner with media agencies/AORs on measurement plans, optimization, and reconciliation across platforms/datasets.
Lead cross‑functional workstreams (CX Ops, Brand, Media, IT, external partners) and partner with Commercial Analytics on attribution, next‑best‑action, and marketing mix modeling.
Requirements 15+ years related experience with a Bachelor’s (or 12 years Master’s; 8 years PhD) in analytics/marketing/commercial/digital analytics or related.
10+ years digital analytics/insights across paid media, web, CRM, omnichannel measurement; enterprise‑level measurement strategy; executive‑facing decision support.
5+ years life sciences/pharmaceutical experience supporting HCP and/or patient marketing.
Experience leading senior analysts/consultants and cross‑functional analytics workstreams.
Core/Technical Expertise Omnichannel measurement strategy, KPIs/benchmarks, taxonomy/tagging governance, dashboard QA, data quality.
Hands‑on with Google Analytics and/or Adobe Analytics; Power BI, Domo, Copilot, Excel; strong SQL.
Familiarity with MCI/Datorama, SA360, HCP365, AIMXR, Meta/LinkedIn/TikTok; CRM platforms such as Veeva and SFMC.
Preferred Media agency/consulting experience in digital analytics/measurement/marketing science/optimization.
Website performance optimization, UI/UX experimentation, A/B testing.

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