Executive Director, Customer Insights & Engagement – Immunology/Cardiovascular

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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