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. Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us . Summary: 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 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. 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 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. 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