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.