Associate Director, Customer Experience Measurements & Insights

Working at Bristol Myers Squibb offers challenging, meaningful, life-changing work. Unique and innovative projects occur every day across all departments, from optimizing production lines to advancing cell therapy breakthroughs. This role provides opportunities to grow and thrive alongside high-achieving teams.

Summary
This associate director will lead enterprise-wide measurement, experimentation, and optimization across personal and non-personal engagement. Focus includes media, campaign optimization, and establishing standardized measurement frameworks, KPI governance, and closed-loop insight generation that translate engagement and media activity into improved customer experience, orchestrated performance, and business outcomes. The associate director synthesizes campaign performance data, historical learnings, experimentation results, and decision science outputs to generate actionable intelligence that informs campaign design, channel mix, sequencing, pacing, and in-flight optimization. They also steward the Omnichannel Orchestration Engine, ensuring execution quality, orchestration effectiveness, and continuous optimization of orchestrated and non-orchestrated campaigns. They partner closely with multiple cross-functional teams to deliver dynamic campaign optimization insights and decision frameworks that enable faster learning, more efficient media spend, and consistent measurement across brands within a 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.

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.

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).

Compensation Overview
Princeton – NJ – US: $167,540 – $203,013. The starting compensation range is listed above for a full-time employee. Additional incentive cash and stock opportunities may be available. Final, individual compensation will be determined based on demonstrated experience.

Benefits

Health Coverage: Medical, pharmacy, dental, and vision care.

Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).

Financial Well‑being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.

Work-life Benefits Include
Paid Time Off

US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays – not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio).

Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays.

Based on eligibility, additional time off may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs, and an annual Global Shutdown between Christmas and New Years Day. All global employees, full and part-time, who are actively employed at and paid directly by BMS at the end of the calendar year are eligible for the Global Shutdown. Eligibility details for the summer hours program and other specific eligibility considerations are available on the careers site.

On-site Protocol
BMS has an occupancy structure that determines where an employee is required to conduct their work. Roles may be Site-essential, Site-by-design, Field-based, or Remote-by-design. Site-essential roles require 100% onsite shifts. Site-by-design roles may be eligible for a hybrid model with at least 50% onsite. Field-based and Remote-by-design roles require travel to customers, patients, or business partners and attendance at meetings as needed.

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. Applicants may request accommodations prior to accepting an offer. For questions about accommodations, contact adastaffingsupport@bms.com. For our Equal Employment Opportunity statement, visit careers.bms.com/eeo-accessibility.

Candidate Rights
BMS will consider qualified applicants with arrest and conviction records pursuant to applicable laws. For Los Angeles County information, visit 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. For more information on protecting yourself, see https://careers.bms.com/fraud-protection. All data processed in connection with applications will be treated in accordance with applicable privacy policies and regulations. If you believe the posting is missing required information, contact BMS at TAEnablement@bms.com (providing Job Title and Requisition number). Inquiries about application status should be directed to Chat with Ripley.

R1604428 : Associate Director, Customer Experience Measurements & Insights

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