Associate Director - Customer Experience Analytics - LillyDirect

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Organization Overview

Launched in January 2024 for people in the U.S. living with obesity, migraine, and diabetes, LillyDirect is an industry-first digital healthcare experience designed to support and empower patients on their care journey. Through this new operating model, Lilly aims to improve patient access to care, help reduce healthcare costs, and enable better outcomes for people living with chronic disease. The rapid uptake of LillyDirect since its launch underscores the significant unmet need of people struggling to navigate the complex U.S. healthcare system. As such, we are seeking to expand our offerings and scale business operations to enable better outcomes for patients.

Within LillyDirect, the Performance Operations and Data Strategy team is accountable for developing the LillyDirect data strategy to power the consumer experience, derive insights across LillyDirect verticals for data-driven business decisions and optimization, and build a strategy for demonstrating the value of LillyDirect externally to key collaborators.

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.

This role partners closely with Consumer Experience, Product, Marketing, and Technology teams to define critical metrics, design data/reporting solutions, deploy experimentation, and translate behavioral data from web and mobile experiences into actionable insights. The role emphasizes journey analytics, experimentation rigor, critical metric design, and reporting enablement.

Is this the type of work that engages and energizes you?

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
• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1
  
  
  

Preferred Qualifications

• Experience developing and publishing in Power BI or Tableau
• Experience analyzing web/mobile customer journeys and digital experiences including event 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 teamwork building skills
• Experience supporting business-critical analytics questions under ambiguity, including diagnosing data gaps or tracking issues
• Experience with Adobe Analytics / Adobe Target
• Coding 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
  
  
  

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an 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.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is

$127,500 - $187,000

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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