Senior Director, Analytics and Insights

Senior Director, Customer Analytics & Insights

Location: San Francisco, CA / Remote

Industry: Pharmaceutical / Biopharmaceutical

Compensation: US$232,000–US$348,000 base salary, plus potential bonus, equity, and benefits

Travel: 20–30%

Overview

A leading global biopharmaceutical organization is seeking a Senior Director, Customer Analytics & Insights to lead the development and delivery of integrated, decision-ready customer and market insights across HCPs, patients, caregivers, payers, KOLs, and markets.

This senior leadership role will shape how customer and market insights are translated into strategic priorities, business decisions, customer engagement, and improved commercial performance. The position will lead Customer Analytics & Insights capabilities across franchises and regions, moving beyond reporting to deliver actionable insights that influence strategy and execution.

The role reports to the Head of Customer Insights & Data and leads a global team responsible for Customer Analytics & Insights and Global Performance Reporting.

Key Responsibilities

Leadership, Strategy & Vision

• Lead and scale Customer Analytics & Insights capabilities to enable faster, data-driven decision-making and improved business outcomes.
• Establish the vision, strategy, priorities, and success measures for the Customer Analytics & Insights organization.
• Lead and develop team leaders while establishing clear decision rights, accountability, and performance expectations.
• Oversee analytics and insights teams partnering with franchises, functions, and regions to identify critical business questions and deliver integrated insights.
• Ensure Global Capability Owners are accountable for the performance and outcomes of Customer Analytics & Insights and Global Performance Reporting.
• Partner with senior leadership on resource planning, talent strategy, capability development, and organizational growth.
• Own budget and resource allocation, making investment decisions that maximize business impact.
• Translate franchise, functional, and regional strategies into prioritized analytics and insights requirements.
• Define how Customer Analytics & Insights capabilities evolve, balancing immediate business needs with long-term standardization, scalability, and reuse.
• Manage strategic external vendors and partners, ensuring quality, delivery, and measurable outcomes.
• Build a high-performance culture focused on collaboration, learning, innovation, and continuous improvement.

Cross-Functional & Regional Collaboration

• Partner with Activation Leads to ensure customer needs, readiness, enablement, and adoption are incorporated into analytics and insights priorities.
• Collaborate with franchise, functional, regional, and senior leadership stakeholders to establish priorities while balancing regional requirements with global standards.
• Drive alignment across data, insights, franchise, and commercial functions, working closely with Technology, Legal, and Compliance.
• Represent Customer Analytics & Insights in cross-functional forums and enterprise planning discussions.
• Resolve complex cross-functional issues affecting the performance, adoption, and scalability of analytics and insights capabilities.

Required Knowledge, Skills & Abilities

Technical Skills

• Deep expertise in qualitative and quantitative research and analytical methodologies, including market research, segmentation, and patient journey analysis.
• Strong ability to synthesize insights from diverse data sources, including primary research, secondary data, real-world data, and customer engagement data.
• Proven ability to translate complex customer and market insights into clear implications and compelling narratives that influence strategic and tactical decisions.
• Experience working within Agile product development environments and product operating models.
• Experience leveraging AI, automation, or agentic workflows to enhance enterprise analytics, insights, and performance reporting.
• Demonstrated experience leading and developing high-performing teams, including resource planning, performance management, and talent development.

Business Skills

• Digital-first mindset: Identifies opportunities to improve customer experience and business performance through digital tools, data, and automation.
• Strategic storytelling: Communicates complex insights through compelling narratives that align stakeholders and drive action.
• Cross-functional collaboration: Effectively operates across matrixed teams and reporting lines while coordinating shared priorities and maintaining accountability.
• Systems thinking: Understands organizational interdependencies and downstream impacts to improve the broader business ecosystem.
• Continuous improvement: Regularly evaluates and improves processes and capabilities while challenging established approaches and identifying new solutions.

Qualifications

• Bachelor's degree in business, healthcare, technology, or a related field.
• 12+ years of experience in customer analytics, market research, or customer insights.
• 5+ years of experience in the pharmaceutical industry, with demonstrated expertise synthesizing qualitative and quantitative data to generate actionable insights for HCPs, patients, payers, KOLs, and other stakeholders.
• 6–8 years of people leadership experience, including developing high-performing teams and driving accountability across functions.

Preferred Qualifications

• Advanced degree such as an MBA or relevant graduate degree.
• Experience working within a capability-oriented operating model.
• Experience partnering with enterprise platform or global capability teams supporting digital and operational capabilities.
• Experience within rare disease or specialty pharmaceutical brands.
• Experience leading distributed and matrixed teams, including onshore/offshore operating models.
• Strong understanding of global and regional stakeholder dynamics.

Working Requirements

• Approximately 20–30% travel required.
• Remote working arrangement.

Compensation & Benefits

The base salary range for this position is US$232,000–US$348,000, depending on qualifications, experience, skills, and other relevant factors.

The total compensation package may also include annual bonus or incentive compensation, equity opportunities, and a comprehensive benefits package.