Associate Director, Customer Experience Measurements & Insights

Job Title

Associate Director, Customer Experience Measurements & Insights
Location

Princeton, NJ, USA
Requisition ID

R1604428
Job Summary

Lead enterprise‑wide measurement, experimentation and optimization for personal and non‑personal engagement across media and campaign activities. Provide analytical leadership to synthesize campaign performance data, historical learnings, advanced analytics and decision science outputs into actionable insights that inform campaign design, channel mix, sequencing, pacing and in‑flight optimization.
Responsibilities

Define and govern standardized measurement frameworks, KPI governance and reporting standards to ensure consistency and scalability across brands and markets.
Oversee ongoing monitoring of engagement health and translate performance trends into actionable optimization recommendations.
Design and operationalize test‑and‑learn approaches (A/B tests, lift studies, incrementality experiments) to assess impact and scalability of innovations.
Lead measurement and optimization for the Omnichannel Orchestration Engine, providing closed‑loop measurement of execution quality and orchestration effectiveness.
Measure content, message and personalization performance, enabling evaluation of AI‑driven strategies and providing recommendations for content mix and creative rotation.
Facilitate regular insight feedback loops with Marketing, Omnichannel Strategy, Field Excellence and Commercial stakeholders to refine targeting, pacing and engagement strategy.
Partner with data science and other teams to pilot and scale advanced analytics capabilities (e.g., clustering, embeddings, content analysis) and to enable responsible use of large language models.
Qualifications

Bachelor’s degree in Computer Science, Data Science, Analytics, Statistics, Economics or related quantitative field.
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, 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.
Proficiency in Python or R for analysis/modeling and working with modern data environments.
Proficiency in SQL and machine learning modeling in Python (pandas, NumPy, statsmodels, causal libraries).
Preferred experience with machine learning techniques (embedding‑based clustering), large language models for insight generation and prompt design for classification, summarization and explanation.
Compensation

Princeton – NJ – US: $167,540 – $203,013 (base) plus eligible incentive cash and stock opportunities. Final compensation determined based on demonstrated experience.
Benefits

Health coverage (medical, pharmacy, dental, vision), 401(k) plan, paid time off, flexible work options, employee assistance programs, and additional benefits such as wellbeing support and financial wellness programs.
Equal Employment Opportunity

All qualified applicants will receive equal consideration for employment. For the full EEO statement, visit https://careers.bms.com/eeo-accessibility.

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