Manager, Customer Analytics & Insights, EMD

The Manager, Customer Analytics & Insights, plays a key role in delivering data-driven insights that support franchise strategy, performance tracking, and business decisions. Reporting to the Director, Customer Analytics & Insights, this role is responsible for conducting secondary data analytics, supporting primary market research, and translating findings into clear, actionable recommendations. This individual works within a matrixed environment and across multiple customer types to balance analytical execution, insight synthesis, and collaboration to help improve customer experience outcomes.

Essential Functions/Responsibilities

Analytics & Insight Generation

• Conduct in-depth analysis of secondary data sources (e.g., claims, EHR/EMR, specialty pharmacy, Rx, CRM, media/omnichannel ecosystem)
• Synthesize insights across data sources, identifying broader trends and implications to inform brand planning, lifecycle strategy, performance optimization, and HCP/patient journeys.
• Apply advanced data analytics techniques and structured analytical approaches, including segmentation, to distinguish patterns, drivers, and opportunities.
• Develop and maintain standardized dashboards, reports, and analytical tools that enable ongoing monitoring of brand and portfolio performance.
• Support data quality and consistency efforts, including validation and alignment across data sources and reporting outputs.

Market Research & Voice of Customer

• Design and execute qualitative and quantitative primary market research to understand needs and behaviors across customer types (HCPs, HCOs, patients, medical/KOLs, payers).
• Integrate primary research and secondary data insights to provide a comprehensive view of customer perspectives and needs.
• Interpret and communicate research findings to cross-functional stakeholders, translating results into clear implications for brand strategy and execution.
• Perform and interpret strategic market, competitive, and landscape analyses.

Cross-Functional Collaboration & Continuous Improvement

• Partner with stakeholders across Commercial, Medical, and Market Access, to uncover key business questions and deliver relevant, integrated insights.
• Collaborate with data strategy and technology teams to align on data sources, methodologies, and analytical outputs.
• Support the development of standardized analytical frameworks to improve efficiency and capability.
• Identify opportunities to enhance research processes, tools, and best practices with a continuous growth mindset.

Required Knowledge, Skills, and Abilities

• Experience analyzing secondary pharmaceutical data sources, such as claims, EHR/EMR, specialty pharmacy, and/or prescriber-level data.
• Strong proficiency with primary market research methodologies, including qualitative (e.g., interviews, focus groups) and quantitative approaches (e.g., surveys, segmentation).
• Proficiency with analytics, visualization, and querying tools (e.g., Power BI, Tableau, Excel, SQL, Python, R, or SAS).
• Experience with pharma or healthcare datasets (e.g., IQVIA DDD, Xponent, patient claims data)
• Structured problem-solving skills, with the ability to break down complex business questions into practical analytical solutions.
• Track record of being a collaborative team player, self-starter, and adaptive to meeting the evolving needs of a fast-paced matrixed organization.

Required/Preferred Education and Licenses

• Bachelor’s degree in a quantitative, scientific, business, or related field required.
• 4 to 6+ years of progressive experience in analytics, market research, or consulting.
• Advanced degree (MBA or relevant graduate degree) preferred.
• Experience in healthcare, pharmaceutical, or other highly regulated industries preferred.