Associate Director, Consumer Experience Strategy

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us. 

• Map the end-to-end consumer journey to identify friction, unmet needs, and opportunities across every touchpoint.
• Apply a consumer-first lens, stepping into the consumer's perspective to define where the experience breaks and where it can meaningfully differentiate.
• Clearly define problems and gaps so they can be evaluated and prioritized alongside other work in the pod.
• Set and hold the point of view on what a great end-to-end experience should be, in current state and as the platform evolves.
• Synthesize qualitative and quantitative data from research, analytics, customer support, and other sources into a clear, actionable point of view.
• Track competitive and market experience benchmarks and translate them into opportunities to differentiate the LillyDirect experience.
• Own funnel health reporting for the consumer journey — tracking conversion, pinpointing areas for improvement, and informing what we prioritize next.
• Translate insights into clear opportunities that help guide our roadmap and business decisions.
• Facilitate cross-functional working sessions to map journeys, surface pain points, and align on opportunities.
• Participate as an active, embedded member of the agile pod — in planning, roadmap reviews, and prioritization — always advocating for the consumer.
• Contribute to high-visibility communications and materials that convey consumer experience strategy and initiatives to internal and executive stakeholders.

• Bachelor's Degree

• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1.

• Demonstrated success working in an embedded product pod or agile product team (required).
• 5+ years in consumer experience strategy, marketing, digital, or product, with a track record of mapping and improving end-to-end customer experiences and driving measurable results.
• Proven ability to synthesize complex qualitative and quantitative signals into clear, compelling narratives and actionable recommendations.
• Strong analytical, problem-solving, and strategic planning skills, with strong facilitation skills across cross-functional workshops and initiatives.
• Demonstrated ability to influence and build alignment across a large, cross-functional organization and with outside partners.
• Ability to manage multiple initiatives in parallel under tight deadlines while operating amid shifting priorities and ambiguity.
• Excellent written and verbal communication and presentation skills, with a consumer-first mindset grounded in empathy and curiosity.
• Experience in direct-to-consumer, e-commerce, digital health, or consumer technology.
• Familiarity with agile pod and product operating models and embedded cross-functional ways of working.
• Experience operating within regulated industries or with content and decisions subject to legal, compliance, or usage constraints.
• Understanding of how consumer experience connects to commercial outcomes

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 is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia (AMECA), Black Employees at Lilly (BE@Lilly), Chinese Culture Network (CCN), EnAble, Evolve, Lilly Indian Network (LIN), Organization of Latinx at Lilly (OLA), Pride (LGBTQ+ Allies), Veterans Leadership Network (VLN) and Women’s Initiative for Leading at Lilly (WILL).

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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