Associate Director, Customer Experience Measurements & Insights

Working with Us

Challenging. Meaningful. Life‑changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it.

You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high‑achieving teams. Take your career farther than you thought possible.

This role will lead enterprise‑wide measurement, experimentation, and optimization across personal and non‑personal engagement, with a strong focus on media, campaign optimization and is accountable for establishing standardized measurement frameworks, KPI governance, and closed‑loop insight generation that translate engagement and media activity into improved customer experience, orchestration performance, and business outcomes. The Associate Director serves as a strategic analytics and insight leader – synthesizing campaign performance data, historical learnings, experimentation results, and decision science outputs (MMx/KDA, attribution) to generate actionable intelligence that informs campaign design, channel mix, sequencing, pacing, and in-flight optimization.

This role plays a critical stewardship function for the Omnichannel Orchestration Engine, ensuring execution quality, orchestration effectiveness, and continuous optimization of both orchestrated and non-orchestrated campaigns. Partnering closely with Brand Analytics, Media & Digital Marketing, Omnichannel Orchestration/Engine teams, CRM Insights Enablement, Field Analytics, BI&T, and Commercial stakeholders, the Associate Director delivers dynamic campaign optimization insights and decision frameworks that enable faster learning, more efficient media spend, and consistent measurement across brands – while operating within a highly regulated healthcare environment.

• 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 at BMS.
• 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.

• 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.

• 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.

• 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,…