Director, CX Advanced Analytics and Digital Experimentation

Location: Remote USA (East Coast)
Job Type: Analytics

IQ Workforce is a leading recruiting firm for the engineering, analytics, and data science communities.

Our client a science-led global healthcare company with a special purpose to improve the quality of human life by helping people do more, feel better, live longer. They aim to impact the health of 2.5 billion people over the next 10 years. Their bold ambitions for patients are reflected in new commitments to growth and a step-change in performance.

Their Customer Experience & Digital Innovation (CXDI) team is developing new capabilities that will prepare US Pharmaceuticals to lead in the future healthcare environment that continues to be disrupted and transformed. This role is crucial to helping the company disrupt by setting the Customer Experience Experimentation and Advanced Analytics agenda and developing innovative capabilities that fuel improvements to customer experiences for their US Pharmaceutical business.

This role will be a key influencer and leader across the organization, regularly interacting with other Directors and Sr. Directors across CXDI, Capabilities Insights and Operations (CIO) and brand marketing teams to ensure a hypothesis-led, data-driven approaches that deliver upon the vision and creating insights needed for effective CX decision-making.

The role has a broad scope, informing digital strategy and marketing campaign management tactics required for digital marketing, digital optimization, and digital customer experience across the enterprise including all promoted brands and US Pharma businesses.

Establish development plans for team members to enable them to grow their capabilities with advanced analytical and statistical techniques

Guide the identification and prioritization of opportunities for analysis efforts that deliver meaningful business impact

Develop and promote a model-based, hypothesis driven approach to digital performance measurement that leads to actionable insights. Drive performance modeling insights to advance solution development and deliver customer focused reports.

Research and evaluate advanced analytics solutions, included but not limited to custom audience segmentation, propensity modeling, media mix, and forecasting.

Develop the requirements, use cases and best ways to leverage AI/ML solutions and statistical modelling that enhance Customer Experiences to create a competitive advantage for the organization.

Apply advanced visualization techniques to communicate insights to both technical and non-technical audiences.

Oversee team members and external partners in the scoping, experimental design, execution, and interpretation of key analysis initiatives

Creates, executes and communicates the Experimentation Roadmap for digital channels including websites, targeted marketing, and paid media channels.

Oversees test development, execution, measurement, analysis and communication, centered around a common testing strategy

In partnership with others in CXDI-O, develops relevant site metrics and key performance indicators to evaluate website and funnel performance and identifies opportunities for optimization

Executes on testing plan partnering closely with technology, analytics, legal/compliance and other marketing stakeholders to remove bottlenecks, ensure feasibility of tests, drive proper resourcing levels, and realize efficiency and effective practices.

Communicates testing roadmap, outcomes and recommendations to cross-functional stakeholders and executive leaders across the organization

Helps set testing strategy and approach leveraging conversion rate optimization best practices.

Establishes and refines current methodologies and approaches to ensure the continued evolution of onsite testing and site optimization best practices.

Drives process improvement changes to maximize team efficiency and output.

Stays abreast of advances on Digital (both technical and experiential) and look for ways to appropriately integrate these advances

Works collaboratively with technology stakeholders to assist with successful test implementation and planning

In collaboration with technology and analytics counterparts participates in analytics, testing and personalization technology vendor reviews, recommendation and implementation as needed

Manages and mentors a team as needed

BA/BS in Business, Marketing, or Statistics, or equivalent experience

7+years of experience managing web and digital analytics, testing and optimization activities

Demonstrated experience with the application of statistical methods such as linear and logistic regression, ANOVA/MANOVA, first difference, and diff-in-diff

Demonstrated experience creating and using SQL to retrieve data from databases with complex schemas

Experience working with data using a programming language such as Python or R

Experience using advanced features of a BI platform (Power BI, Tableau, etc.)—connecting to data sources, transforming data within the platform, developing shareable deliverables

Direct experience implementing and using analytics, testing and personalization platforms (e.g. Adobe Analytics, Google Analytics, Adobe Audience Manager, Adobe Target, Optimizely, etc.)

Expertise in executing and measuring performance of A/B and multivariate tests.

Strong verbal and written communication skills, with the ability to present analysis/insights to senior management.

Master’s degree in analytics, data science or related field

Experience working within the Microsoft Azure cloud environment

Product Management experience, ideally in Lean/Agile/DevOps environments

Demonstrated strategic thinking, analysis, technical and decision-making skills

Proven ability to manage multiple priorities, and keep projects on track to meet deadlines

Able to work independently, with minimal direction