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.
The Customer Insights Manager is an individual contributor role responsible for delivering high‑quality insights, analytics and Sales Force Effectiveness (SFE) support to enable strong commercial decision‑making and execution across the affiliate. The role partners closely with sales, marketing and cross‑functional stakeholders to translate data into practical insights across performance measurement, forecasting, CRM enablement and incentive programs. Working in a matrixed environment, the Customer Insights Manager collaborates with regional and global teams to ensure alignment with broader analytics priorities and standards. Success in the role is defined by the ability to turn complex data into clear, actionable insights that are embedded into day‑to‑day commercial decision‑making and drive continuous improvement.
Responsibilities
Sales force effectiveness and commercial enablement
Drive the delivery of Sales Force Effectiveness (SFE) initiatives, including sizing, targeting, territory alignment and call plan optimisation, using advanced analytics and business intelligence to support field force execution and excellence.Oversee the design, governance and ongoing management of incentive compensation programs aligned with brand strategy and sales forecasts, working closely with GOSO (Global Operations Strategy Organization) and the Incentives Committee.
Customer insights, performance and decision support
Forecasting, planning and market understanding
Lead the development of short‑ and long‑range patient and epidemiology forecasts, including scenario modelling and assumption development, to support key business processes such as Business Planning, regular Forecast cycles and Customer Planning.Ensure forecasts and insights are grounded in a deep understanding of market dynamics, customer behavior and competitive activity.Continuous improvement and implementation
Lead the design, implementation and continuous improvement of CRM systems, analytics tools and supporting processes to enable commercial objectives and effective decision‑making.Drive implementation of analytics tools and processes, ensuring outputs are trusted, understood and embedded into day‑to‑day commercial decision‑making, as well as conducting necessary training.Partner with regional and global counterparts to support the local execution of Data & Analytics roadmaps, aligning affiliate needs with broader platform and capability strategies.Leadership, collaboration and ways of working
Provide coaching and guidance for insights and analytics team members (onshore and offshore), focusing on quality, timeliness and business impact.Lead and influence team members located overseas, driving collaboration and outcomes without direct authority through strong communication, relationship‑building and stakeholder management.Drive knowledge sharing and best‑practice adoption across insights, analytics, data modernisation and visualisation, including the development of guidance and standards at affiliate level.Governance, compliance and data integrity
Ensure all analytics, insights and data usage adhere to internal governance standards, privacy requirements and relevant industry codes, embedding responsible, compliant and ethical use of data.Promote high standards of data quality, transparency and documentation to ensure confidence in insights and decision‑making.Qualifications
Experience and domain knowledge and education
Minimum 7 years’ relevant experience in customer insights, analytics, business intelligence, data science or commercial analytics within pharma or biotechStrong understanding of pharma/biotech data sources (e.g. Veeva CRM, IQVIA, AIHW, epidemiology), with the ability to select and combine the right data to answer commercial business questions.Demonstrated experience supporting commercial decision‑making, such as SFE, performance tracking, forecasting or brand planning.Degree in Business, Economics, Statistics, Engineering, Life Sciences or related degree preferred. MBA would be highly desirable.Business partnering and collabration skills
Excellent strategic thinking skills, with the ability to synthesise large volumes of information into clear, logically structured and visually compelling insights.Strong stakeholder management and collaboration skills, with the ability to work effectively across functions and with senior leaders.Highly effective communication and presentation skills, particularly in executive and leadership‑level forums.Comfortable operating in environments with ambiguity, competing priorities and imperfect data, while still forming sound recommendations.Proven ability to work effectively in matrixed organisations, including influencing and guiding offshore or global teams without direct line authority.Demonstrated learning mindset and commitment to continuous improvement, best‑practice sharing and capability uplift across analytics and insights.Analytical and technical capability
Deep understanding of Veeva CRM, and similar reporting systems.Have the ability to drill into data in different databases to diagnose issues by querying data, creating flows and visualizing data patterns, anomalies, gaps and quality issues.Working knowledge of SQL, MS Fabric and PowerBI, to extract, manipulate, analyse and present data. Experience with Python, Redshift and Knime would be beneficial.Previous experience as Data Steward, such as creating hierarchical data (alignments, customer targeting) & creating Veeva reports (extracting and cleaning CRM data and understanding CRM data structures) would be a plus.Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.
Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.
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