Associate Vice President - Consumer Journey Owner

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Position Description 

The Consumer Journey Owner (CJO) role is akin to a Product Owner: equal parts transformational strategist, practical doer, and consumer-obsessed change maker. The CJO is responsible for (1) setting the strategy for the disease state / therapeutic area end-to-end consumer journey; (2) operationalizing end-to-end journey design, delivery, and monitoring; and (3) driving new capabilities and ways of working through a cross-functional journey squad in support of consumer-first reorientation.  

The CJO is knowledgeable across functions (e.g., brand marketing, consumer research, experience design, digital delivery, service delivery) with deep expertise in agile practices, defining and delivering a roadmap in a matrixed operating model, and rapidly responding to consumer and market feedback. They work closely with business and functional leaders – primarily in the affiliate but also globally – to ensure their squad’s efforts are aligned with broader enterprise strategies and easily scaled. The CJO is accountable primarily for CX critical metrics (some of which are consistent across Disease State (DS)/Therapeutic Area (TA), some specific to DS/TA), e.g., improvements in full funnel flow, CSAT for comprehensive service delivery. This position reports to SVP Consumer Experience Hub (Lilly USA). 

Responsibilities 

• Set visionary, ambitious strategies for consumer experience in a DS/TA, (e.g., Alzheimer’s, Dermatology, Metabolic Health) 

• Deeply understand DS/TA specific consumers and their experiences across the end-to-end journey; actively gather lived experiences 

• Derive actionable and proprietary consumer insights via qualitative (ethnographic research, field trips, survey-based voice-of-consumer) and quantitative (journey analytics) research 

• Translate vision and insights into strategic plans that create clarity for cross functional squads (including consumer marketing, patient services, insights and analytics, market research, technology, and others) 

• Lead the cross-functional squad in creating and testing concepts for how to achieve the vision 

• Own and lead the backlog of concepts and define both the long-term roadmap and near-term sprint plan, ensuring drive to CX critical metrics and link to business value 

• Collaborate with business and capability leaders (e.g., LillyDirect™, Tech@Lilly) to ensure alignment and plan delivery 

• Drive “in-squad” execution and orchestrate “outside-squad” execution, providing insight to leadership via sprint demos 

• Set and monitor CX KPIs and communicate regular updates to business and cross-functional partners 

• Accountable for overall consumer experience performance (e.g., full funnel, omnichannel, consumer satisfaction) 

Basic Qualifications 

• Bachelor’s degree 

• Minimum of 10 years of Consumer Journey Owner, CX experience, or related transferrable experience 

Required Key Skills and Competencies: 

Insight Backed Strategic Planning 

• Ability to set a compelling and daring vision for great end-to-end consumer experiences in a DS/TA (e.g., Alzheimer’s, Dermatology, Metabolic Health) 

• Desire to understand deeply the consumer experience through qualitative and quantitative research, including own ‘field’ research 

• Clarity to translate vision and insights into a strategic plan that encourages cross-functional journey squads 

Domain Expertise 

• Experience with experience and service design, consumer marketing, and cx measurement 

• Confirmed knowledge of standard concepts and practices in life sciences patient experience 

• Proven knowledge and understanding of consumer-facing digital technology solutions 

• Understanding and knowledge of roles relevant to consumer experience within pharmaceutical companies 

• Strong collaborator with cross-functional teams from tech, design, and business 

Agile Experience 

• Experienced in facilitating agile cadence, handling backlog/release plan, tracking team metrics, removing blockers 

• Experienced in navigating matrixed organizations 

• Experienced in advocating for consumer needs and facilitating positive trade-off outcomes 

Individual Skills 

• Strong leader, collaborator, teammate, and individual contributor 

• Strong communication skills with teams, strong storytelling with business partners 

• Strong problem solver with ability to manage and lead the team to push the solution and progress 

• Skilled in building relationships 

Attitude and Behaviors 

• Passion to challenge status quo and find new solutions and drive out of the box ideas – loves and adopts change 

• Believes in a non-hierarchical culture of collaboration, clarity, safety, and trust 

• Not afraid to “roll up the sleeves” and seeks to go outside comfort zone to learn – pushes teams to do the same 

• Empowers others to fail, learn, and grow 

• Experimental approach to drive innovation 

• Excited to orchestrate cultural change within an organization 

Additional Information: 

• Estimated travel of 25%

• Lilly currently anticipates that the base salary for this position could range from between $217.500-319,000 and will depend, in part, on the successful candidate’s qualifications for the role, including education and experience. Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Of course, the compensation described above is subject to change and could be higher or lower than the range described above. Further, Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees. 

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( Lilly_Recruiting_Compliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

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