Executive Director, Customer Insights - Princeton

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 lin ...

Job description

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:

Summary:

The Executive Director, Customer Insights & Engagement is a senior strategic leader and the enterprise voice of the customer (healthcare professionals, payers, and patients) to Commercial and cross-functional leadership.

This role reports directly to the Vice President, Customer Engagement & Insights. The Executive Director is accountable for shaping and embedding actionable insights—derived from market research, secondary analytics, and omnichannel engagement—into decision-making at all levels of the organization.

The role leads the end-to-end insights and customer engagement agenda, from identifying business questions to integrating learnings into strategy and execution, and drives capability development in partnership with Centers of Excellence (CoE), with a particular focus on AI, insight generation, digital innovation, and best practice adoption.

The Executive Director also champions customer engagement and talent development, acting as both a player and coach, and fosters a high-performing, collaborative culture that reflects BMS's core values of passion, innovation, urgency, accountability, inclusion, and integrity.

Responsibilities:

Strategic Partnership & Leadership

• Serve as a trusted advisor to Commercial and cross-functional leaders, championing the voice of the customer (HCP, payer, patient) in all strategic and operational decisions.
• Partner closely with business unit and brand leads to identify strategic opportunities, translate business questions and challenges into clear roadmaps, and ensure solutions are tailored to business needs while aligned with enterprise frameworks.
• Collaborate with senior leaders across Marketing, Market Access, Field Excellence, Medical, and Digital to align customer strategies and capability investments based on deep customer knowledge and understanding.

Insights, Analytics & AI Leadership

• Oversee the generation and integration of actionable insights from market research and secondary analytics to inform brand strategy, execution and performance measurement to drive continuous customer understanding at a segment and individual level.
• Synthesize insights into clear narratives that drive strategic decisions across business units and functions.
• Act as a translator between business needs and AI/analytics use case requirements, ensuring capabilities reflect real-world needs.
• Support the adoption of advanced digital tools, data platforms, and customer journey design practices to enhance engagement effectiveness.

Customer Engagement & Omnichannel Excellence

• Identify white space to drive the development and execution of customer engagement strategies, ensuring the organization remains closely connected to the evolving needs and perspectives of healthcare professionals, payers, and patients.
• Advance the customer engagement model to enable omnichannel, personalized experiences across brands and therapeutic areas.
• Facilitate direct and ongoing engagement with key stakeholders (TA commercial, medical and MAx leadership) to inform business decisions, product strategies, and go-to-market approaches.
• Champion a culture of customer-centricity, embedding the voice of the customer into all aspects of business planning and execution.

Capability Building & Team Development

• Lead the development of insight generation capabilities to address commercial capabilities, including customer experience design and omnichannel engagement.
• Establish consistent frameworks, tools, and best practices to improve effectiveness across teams and therapeutic areas.
• Coach and develop a high-performing team, fostering a culture of innovation, collaboration, and accountability.
• Champion new ways of working and drive change management and adoption across field and home office teams.
• Cross-Functional Leadership & Culture Collaborate with Centers of Excellence (CoE) and Business Insights & Technology (BI&T) to deliver high-impact, AI-driven capabilities tailored to each business unit and brand.
• Partner across the CASA organization and broader enterprise to achieve the organizational vision, fostering a culture of continuous improvement, knowledge sharing, and diversity.
• Model and promote BMS's core values and leadership attributes, including strategic collaboration, customer-first mindset, enterprise thinking, and empowerment of others.

Qualifications:

• Bachelor's degree required; MBA or advanced degree strongly preferred.
• Minimum 12 years of progressive experience in commercial, marketing, insights, analytics, customer engagement, or related fields within the pharmaceutical, biotech, or healthcare industry.
• Deep expertise in customer insights, omnichannel engagement, commercial analytics, and AI-driven solutions within U.S. healthcare. Proven success influencing senior leaders and partnering with business unit heads to shape commercial strategy.
• Strong leadership experience managing large, cross-functional or matrixed teams, including BU-specific resources.
• Demonstrated ability to lead complex strategic initiatives and drive organizational change.
• Exceptional critical thinking, problem-solving, and creative solution development skills.
• Demonstrable results in team development, including recognition, feedback, and organizational design.
• Highly adaptable mindset, balancing growth orientation with attention to detail and execution excellence.
• Ability to build strong relationships with internal and external stakeholders, including all field-based customer-facing roles.
• Commitment to BMS's core values: Integrity, Innovation, Inclusion, Accountability, Passion, and Urgency.
• Leadership Attributes Strategic Collaborator: Trusted advisor to senior executives, bridging insights, strategy, and execution.
• Customer-First Mindset: Champions understanding and serving customers across all engagement touchpoints.
• Enterprise Leader: Balances BU-specific needs with broader enterprise priorities and capabilities. Innovative Thinker: Anticipates future trends and applies new tools and technologies to strengthen engagement.
• Empowering Collaborator: Builds high-performing teams and develops future leaders across the organization.

If you come across a role that intrigues you but doesn't perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Compensation Overview:

$273,870 - $331,866

The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee's work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience. 

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit
 

Benefit offerings are subject to the terms and conditions of the applicable plans in effect at the time and may require enrollment. Our benefits include:

• Health Coverage: Medical, pharmacy, dental, and vision care.

• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).

• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.

​Work-life benefits include:

Paid Time Off

• US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees)

• Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays

Based on eligibility*, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.

All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown. 

*Eligibility Disclosure: The summer hours program is for United States (U.S.) office-based employees due to the unique nature of their work. Summer hours are generally not available for field sales and manufacturing operations and may also be limited for the capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours, depending on the nature of their work, and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should consult that document to determine if they are eligible. Contractors, leased workers and other service providers are not eligible to participate in the program.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as "Transforming patients' lives through science ", every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to Visit to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: 

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If you believe that the job posting is missing information required by local law or incorrect in any way, please contact BMS at Please provide the Job Title and Requisition number so we can review. Communications related to your application should not be sent to this email and you will not receive a response. Inquiries related to the status of your application should be directed to Chat with Ripley.

R : Executive Director, Customer Insights & Engagement – Immunology/Cardiovascular