Associate Director, Customer Experience Measurements & Insights
Core
Lead enterprise-wide measurement, experimentation, and optimization for customer experience and omnichannel engagement in a highly regulated healthcare environment.
Role type
Associate Director, Strategic Analytics & Insight Leader
Builds
Actionable intelligence for campaign design, channel mix, sequencing, pacing, and in-flight optimization; executive dashboards connecting engagement to business outcomes.
Domain
Healthcare / Pharmaceutical Marketing & Omnichannel Orchestration
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Omnichannel engagement measurement, advanced analytics, KPI standardization, attribution modeling, experimentation design (A/B, lift studies), causal inference, Python/R, SQL, stakeholder enablement
Preferred skills
Machine learning (embedding-based clustering), Large Language Models (LLMs) for insight generation, prompt design, content analysis
Technologies
Python, R, SQL, pandas, NumPy, stats models, causal libraries, Salesforce, LLMs
Responsibilities
Define and govern enterprise KPIs and measurement logic; design and operationalize test-and-learn approaches; lead measurement frameworks for the Omnichannel Orchestration Engine; translate performance trends into optimization recommendations; enable responsible use of AI/LLMs for insight generation.
Seniority
Senior, hands-on IC with strategic leadership
