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 …