Consumer Experience Insights Lead

SUMMARY: Leads the evolution from traditional web analytics to an insight-driven approach that connects customer behavior to business action. This role is the bridge between analyst reporting and product management. The individual ensures Therapeutic Area (TA) and Direct-to-Consumer (DTC) Product Managers have the consumer intelligence needed to make better decisions faster, shifting the team from reactive reporting to proactive web experience design.  

HIERARCHY: Practice Area Manager – Agency Services 

PRIMARY DUTIES: 

• Turn Data into Story: Synthesize behavioral, journey, and performance data into clear, actionable insights; build narratives connecting site activity to consumer challenges and business outcomes; deliver recurring, tailored insight packages to stakeholders.  
• Own the Customer Journey: Map and analyze end-to-end digital experiences to identify friction, drop-off points, and unmet needs; maintain a portfolio-level experience health dashboard.  
• Drive Action & Optimization: Partner with product, marketing, UX, and engineering to prioritize improvements; lead test-and-learn strategies (A/B testing, personalization); measure the impact of post-launch changes.  
• Champion the Customer Voice: Integrate Voice of Customer (VoC), behavioral analytics, and qualitative insights into a unified understanding; proactively surface insights to DTC Product Managers.  
• Influence Strategy: Advocate for customer-first thinking; make complex data accessible for leadership; apply industry trends and competitive benchmarks to elevate capabilities.  

COMPETENCY: 

• Digital analytics and journey analysis  
• Storytelling and executive communication  
• Experimentation and optimization frameworks  
• Cross-functional leadership  
• Customer-centric thinking  

REQUIRED EDUCATION: Bachelor’s degree in Marketing Analytics, Digital Marketing, Data Science, Human-Computer Interaction (HCI), or a related field.  

EXPERIENCE: 

• 5+ years in digital analytics, consumer experience insights, or a similar insights-to-action role.  
• Hands-on proficiency with GA4 and Adobe CJA (custom explorations, segments, attribution analysis).  
• Experience with Medallia heatmaps/surveys or comparable VoC platforms.  
• Demonstrated ability to deliver prioritized, actionable recommendations.  
• Proven skill communicating complex findings to non-technical stakeholders.  
• Strong understanding of web UX, journey mapping, and conversion optimization.  

LANGUAGE SKILLS: Proficient in English and communication 

QUALIFICATIONS: 

• Additional Preferences: Pharmaceutical/healthcare digital experience (including regulated content review), familiarity with Adobe Target/AEP, experience with visualization tools (Power BI, Tableau, Looker), knowledge of SEO analytics, familiarity with Agile/SAFe frameworks, and understanding of CMS platforms (Adobe AEM).  

PHYSICAL DEMANDS: REMOTE. Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment. Regular, repetitive movements such as typing, mouse movements, and scrolling. Ability to hear and understand spoken communications, both in person and via remote communication tools. Ability to see and read computer screens and printed documents, as well as adjust focus. This includes prolonged periods of looking at a computer screen.  

WORK ENVIRONMENT: Remote  

EXPECTED HOURS OF WORK: Monday-Friday, Standard Business Hours (EST)

TRAVEL: potential for occasional/once a year for a conference.  

ADA Statement 

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.