Director - Customer Knowledge & Measurement

Job description

Job Description Director - Customer Knowledge & Measurement, Digital Human Health (DHH) This role sits within the Customer Knowledge & Measurement vertical of Digital Human Health (DHH), India Hub. CK&M is the HCP and customer-centric vertical, owning the analytics arc from knowing the customer (HCP, account, consumer) → engaging them (omnichannel, field, campaign) → measuring the result (performance, KPIs, dashboards, ROI). The Director will be responsible for developing and communicating data-driven, actionable insights that drive deeper customer and market understanding to inform launch and go-to-market strategies, support omnichannel and field activation, and meet inline commercial objectives. The role partners closely with US Brand Marketing leaders, Sales Operations, Field Operations, Customer Engagement, Marketing Operations, Medical Affairs, IT and Finance to inform executive decision-making and increase commercial rigor through every phase of customer engagement and brand performance measurement. The Director will lead a team of 40+ engaged in Customer Behavior Analytics (segmentation, propensity, ICP, KOL identification, patient profiling, content affinity) and Field & CRM Engagement (HCP targeting, sales-force sizing, field alerts / NBA, DSA campaign measurement, performance reporting, launch dashboards, KPI development). The candidate must be able to lead direct teams and orchestrate cross-functional insights pods drawing on Data Strategy & Solutions, Data Visualisation, Commercial AI, Brand Strategy - proactively "connecting the dots" across DHH capability functions. The role is partners closely with BU engagement leads to proactively shape and inform portfolio level brand strategy while advancing capabilities through systematization, automation and AI. The Director is accountable for evolving the India Hub's positioning from delivery support to strategic analytics partner across the customer-engagement value chain. This role will be part of DHH SP&ID and Oncology leadership teams. Role OverviewThe Director will be a strategic partner to commercial leadership across DHH, US Brand Marketing, Sales Operations, Field Operations, Customer Engagement, Marketing Operations, Medical Affairs and Finance. The individual will engage, influence, and where needed challenge commercial partners. The role demands consistently strong leadership, the ability to work objectively and deal well with ambiguity, and strong partnership skills. The Director will empower a growth mindset and a culture of continual learning, develop the next generation of leaders within DHH, and embed diversity, equity, and inclusion in every team practice. The preferred candidate will have an entrepreneurial spirit, a consultative and strategic mindset, demonstrated experience in commercial customer analytics for pharma / biotech (HCP targeting, segmentation, sales-force effectiveness, omnichannel measurement, productised customer-analytics platforms), curious about technology (AI, agentic systems, GenAI applied to customer analytics and field activation), and a track record of producing actionable insights from analytics. The Director should have a deep appreciation of the US pharma secondary data ecosystem - claims, EMR / EHR, Rx, activity / promotional data, CRM data, and the ability to translate ambiguous business questions into advanced, scalable analytical solutions. Key Responsibilities· Customer-engagement analytics ownership: Engage with US disease-aligned brand teams, Sales Operations and Customer Engagement leaders to understand strategic priorities across the customer-engagement value chain - from customer knowledge (segmentation, ICP, KOL identification) through engagement planning (targeting, micro-segmentation, NBA, content affinity) to measurement (performance reporting, launch dashboards, KPIs). Translate priorities into a unified CK&M book of work and enable interconnected problem-solving at the portfolio level. · Strategic partnership at the executive level: Be a thought leader and strategic partner for senior US brand and franchise leaders, Sales Ops and Field Ops leadership, governance forums and launch steering committees. Establish and manage close relationships across DHH, Marketing, Sales, Customer Engagement, Marketing Operations, Field Operations and Finance. Communicate complex analytics with executive presence and commercial framing. · Insight generation strategy and roadmap: Develop and own the customer-engagement insight strategy and roadmap for CK&M, adopting the latest technological advances - AI, agentic systems to strengthen efficiency, productivity and the quality of customer insights. Define what "good" looks like for customer modelling, field activation, and measurement and drive standardisation across business units. · Team leadership and talent development: Lead direct teams and cross-functional insights pods comprised of stakeholders from across DHH and the wider Human Health organisation. Develop talent, mentor, coach, and create a team culture that focuses on "things that matter", empowers urgent action, encourages innovation, and runs on continuous learning and feedback. · Productivity & Operational Excellence: Drive productivity at scale by simplifying processes, standardizing analytics solutions and frameworks, and embedding automated workflows across the insight generation lifecycle. Act as a catalyst to activate reusable assets, streamline business rules and methodologies, minimize duplication, and enhance consistency, quality, and efficiency across engagements. · Demand prioritisation and value tracking: Understand the full book of work underway and planned for each business unit. Work with marketing and sales-ops leadership to prioritise against DHH capacity. For prioritised work, engage cross-functional teams to articulate the value and impact of each piece. · Stakeholder collaboration and communication: Drive proactive, transparent engagement with cross-functional partners to co-create solutions, align on organizational priorities, and set clear expectations. Provide internal and business stakeholders with forward-looking visibility into key programs to inform milestones, prioritization, risk mitigation, and aligned decision-making. · AI strategy and responsible use: Articulate how CK&M will adopt agentic AI and GenAI across customer modelling, NBA generation, field-alert reasoning, and measurement automation. Maintain awareness of opportunities, limitations, and responsible use of AI in a regulated environment. Education RequirementsMasters (or equivalent) in Data Science, Mathematics, Computer Science, Statistics, Decision Science, Marketing, Engineering, Management or an equivalent commercial discipline. Advanced degree (MBA, MS, PharmD, PhD) is preferred Required Experience and Skills· 10+ years of total experience, with relevant experience in commercial customer analytics, marketing insights, sales-force analytics, advanced analytics or related roles within the pharmaceutical or biotechnology industry; including delivery of complex analytical projects for US Region. · 5+ years of people leadership experience, with a proven track record of managing dynamic, high-performing teams; including leading other leaders. · Customer-engagement capability ownership: strong knowledge of the US customer-engagement value chain - segmentation, targeting, sales-force analytics, field activation (NBA / Field Alerts), campaign measurement, promotional attribution, performance reporting, launch dashboards and KPI design. · Executive storytelling and stakeholder influence: story-telling and executive presence with senior leaders; effective interpersonal, communication and stakeholder management skills, including experience collaborating in a matrixed organisation and aligning stakeholders on data-driven decisions. · Strong business acumen and consultative skill