Sr. Director, Customer Engagement and Insights, Neuro

At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it.

Summary:

The Senior Director, Customer Engagement & Insights owns the full customer insights and analytics capability that enables commercial decision-making across the Neuroscience portfolio.

This role oversees and guides the development, integration, and governance of industry-leading customer insight, market intelligence, and analytics — framing business problems and opportunities to shape future-proofed strategies and unlock the full commercial value of the portfolio.

Reporting to the Executive Director, Customer Insights & Engagement, the Senior Director partners directly with the Business Unit Head, brand marketers, and cross-functional leaders to translate insights into actionable strategies.

The role carries end-to-end accountability for HCP, patient, and payer audience understanding, and leads a team of insights professionals and data scientists. Neuropsychiatric or neurodegeneration experience is strongly preferred.

Responsibilities:

Customer Insights & Market Intelligence

• Oversee and guide the development and integration of industry-leading customer insights and market intelligence, framing business problems and opportunities to shape future-proofed strategies across HCP, patient, care partner, and payer audiences.
• Lead the primary market research agenda — qualitative and quantitative — to generate deep understanding of prescriber beliefs, patient experience, and competitive dynamics; synthesize findings into integrated insight frameworks that inform brand strategy and go-to-market execution.
• Collaborate with cross-functional teams to develop and execute brand strategies, including product positioning, messaging, and promotional tactics validation.

Analytics, Dashboards & Self-Service

• Define and govern key business metrics, build automated dashboards and analytic self-service capabilities, and develop narratives to articulate key messages from analyses through storytelling — enabling leaders across the organization to act with speed and confidence.
• Establish the measurement architecture for commercial performance across the portfolio: HCP engagement, patient access and adherence, launch tracking, and program effectiveness; own data governance standards and reporting cadences.

Predictive Analytics & Modeling

• Guide the build-out of advanced algorithms and statistical predictive models to evaluate commercial scenarios, predict outcomes, and generate strategic insights that enable program optimization.
• Apply segmentation, adherence risk modeling, and behavioral analytics to support targeting, patient support program design, and payer strategy — ensuring outputs translate into decisions the field and brand teams can act on.

Launch Excellence & Portfolio Analytics

• Lead sustainable and efficient business analytics processes to support the organization, including standardized launch measurement frameworks and KPI definitions that scale across current and future Neuroscience assets.
• Serve as the senior insights lead for launch planning and execution; track real-time performance signals and provide course-correction recommendations to brand and commercial leadership.

Team Leadership & Capability Building

• Set the vision, hire, build, and coach a highly productive team of insights professionals, analytics managers, and data scientists; foster a culture of intellectual rigor, curiosity, and commercial impact.
• Build scalable analytics infrastructure and ways of working; represent the function in key planning forums including brand strategy reviews, national sales meetings, and executive business reviews.

Qualifications:

• Minimum 12 years in pharmaceutical commercial analytics, market research, or customer insights; demonstrated team leadership and analytics strategy ownership at a brand, franchise, or enterprise level.

• Advanced degree preferred (MBA, MS, MPH, PharmD, or PhD); bachelor's required. Deep expertise across primary market research and secondary data analytics in pharma.

• Proven track record on major product launches; experience building predictive models, segmentation, and self-service analytics dashboards for cross-functional teams.

• Strong people leadership and executive presence; ability to translate complex data into clear, action-oriented narratives for VP- and C-suite audiences.

• US pharma commercial experience required; strong understanding of HCP, patient, and payer dynamics in specialty therapeutic areas.

Preferred

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