Associate Director – Lilly Market Research (LMR) – LillyDirect CX Research ID-22039
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.
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Lilly Market Research (LMR) uses data and technology to bring innovative solutions to market, improving patient outcomes and driving global success. We focus on delivering actionable insights that benefit patients and healthcare providers, while fostering a culture of excellence and strategic growth.
This role would have a strong dotted-line to the Associate Vice President - LillyDirect Product & Consumer Experiences and be embedded and co-located with the LillyDirect Product and Consumer Experience team.
Launched in January 2024, LillyDirect is a groundbreaking healthcare initiative designed to support patients throughout their care journey. By improving access to care, reducing healthcare costs, and offering comprehensive support, LillyDirect aims to enhance outcomes for individuals handling chronic diseases. The rapid growth of LillyDirect underscores the significant needs of patients navigating the US healthcare system.
Core Responsibilities /Scope
- The Associate Director will lead consumer research efforts that shape the end-to-end experience of LillyDirect. This role is embedded within the product and consumer experience team and is responsible for generating rapid, actionable insights that improve consumer and commerce flows, content resonance, and overall customer satisfaction. The ideal candidate brings expertise in consumer research, e-commerce, and consumer behavior with a strong bias for experimentation and iteration.
- Work with a startup attitude being flexible, resourceful, and creative.
- They will act as a strategic partner to product managers, UX designers, and business analysts, designing and performing qualitative and quantitative research, guiding AB testing strategies, and championing the voice of the consumer across all touchpoints. This includes representing the needs of patients, providers, and caregivers while identifying key friction points and opportunities for deeper engagement.
What You’ll Do
Plan (scope), design, implement primary Consumer Research and communicate key takeaways and implications to support LillyDirect customer understanding and experience.
- Design and execute market research to support LillyDirect's customer understanding. Collaborate with various teams to address business questions and identify solutions with a focus on digital experience, ecommerce behaviors, and product usability.
- Develop research approaches based on customer, market, and competitive insights to inform product and experience strategies.
- Lead design discussions for sophisticated projects and implement innovative research methods.
- Identify unmet customer needs and behavioral trends to inform new features, content, or experience improvements that lead to high volume, best-in-any-class commerce experiences and valuable services.
- Design and implement research tools/methods with partners, agencies, etc., to collect fast, actionable insights adapting methods to fit tight deadlines and evolving questions.
- Lead large-scale and small projects with tight deadlines and multiple partners within a fast-paced agile environment, anticipating and handling changes
- Evaluate how consumers interpret and respond to digital content (incl. Tone, clarity and messaging) to ensure language supports understanding, builds trust and drives engagement across the experience.
- Design consumer surveys designed to inform on consumer sentiment and offer directional insights to guide future site experience enhancements.
Strategic Consultation: Communicate and Influence Decisions
- Deliver fast, actionable insights that directly shape prioritization and iteration of the LillyDirect experience. Provide strong strategic guidance to teams based on customer and market insights for key decisions.
- Communicate effectively in both verbal and written documents to accurately and objectively represent the voice of the customer in important business decisions.
- Synthesize and Communicates research findings and insights through clear narratives that influence product direction and strategic decisions across a variety of audiences, including senior leadership.
- Join sprint rituals, planning meetings, and design sessions to proactively insert consumer insight into the development process.
- Help product and experience teams define the right questions to ask — and figure out best research or test method to get fast, directional answers
- Frame recommendations with clear business implications — helping partners see how insight translates into value, risk reduction, or consumer growth.
Synthesize insights and distill implications and develop learning plan
- Leverage Lilly resources to mine across multiple studies and data sources to answer business questions. Independently applies and consults on approaches to triangulate findings, account for bias, and appropriately interpret data
- Synthesize learning across studies, geographies, and key players to develop deeper insight into the market and customer; inspire critical thinking and solution development.
- Develop and maintain robust learning plans that align with product priorities, test strategies, and market events, ensuring the right questions are answered at the right time.
- Build insight repositories that track evolving consumer behaviors, struggles, and motivators across the digital journey ensuring teams stay grounded in real-time context.
- Continuously identify gaps in consumer understanding and proactively scope new research to close them.
- Collaborate with analytics, VOC, and commercial insights teams to connect qualitative insights with behavioral data.
Secondary MR and analytics support
- Effectively bring to bear secondary market research and resources from different sources (e.g., industry benchmarks, analyst reports, consumer behavior studies) to distill implications for best-in-any-class e-commerce and ongoing support services.
- Collaborate closely with analytics teams to explore patient flows, conversion behavior, retention trends, and other critical patterns that inform digital experiences and product development.
- Know the latest with emerging consumer research practices, tools, and digital trends, bringing innovative methods and external benchmarks to the team.
- Elevate, identify, and act on ways to integrate insights across the organization to bring products and value to the business. Find opportunity to develop coaching and mentoring potential to contribute to the broader LMR and marketing communities.
Basic Qualifications
- Bachelor’s Degree
- 5+ years of experience leading consumer experience research, digital experience strategy, or e-commerce optimization with internal and external partners.
- 2+ years working multi-functionally with collaborators in a matrixed organization and with 3rd party partners.
- 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 and/or visas for this role.
Additional Skills/Preferences
- Ability to work independently and cross-functionally in multi-functional teams, and supply to a strong, data and insight driven team culture.
- High degree of critical thinking skills; enjoys and thrives in complexity and can lead through ambiguity, distill with clarity, and move forward.
- Persuasive communication skills and ability to influence without authority including senior leadership and across the value chain.
- Experience with analyzing and diagnosing complex business challenges, formulating insights and recommendations, and motivating the broader organization to action
- Ability to adjust quickly, prioritize efficiently, and run multiple projects at the same time, assessing urgency and ensuring efficiency
- Curiosity and adaptability in applying new research tools, technologies, and methodologies.
- Understanding of statistical concepts (e.g., hypothesis testing, regression analysis)
- Experience with data visualization tools, statistics, measurement, and summarizing insights into clear, compelling, and actionable business narratives, including written memos and executive presentations
- Demonstrated ability to design and execute research that directly informs digital products and experience decisions.
- Experience working with agile product or UX teams to support iterative design and testing
- Comfort operating in ambiguous, fast-moving environments with a bias for action.
- Understanding of ecommerce critical metrics and digital consumer behavior patterns.
- Outstanding interpersonal skills and strong written communication skills
- Master's degree in Market Research, Business Administration (MBA), or a related field.
- Experience with global market research models focused on acceleration and reaching the right customers, at the right time, in the right way.
- Understanding Artificial Intelligence (AI) or related technologies.
- Travel Percentage: Willingness to travel 5-15% of the time for business purposes.
Location: US, Indianapolis
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 Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.
Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is
$122,250 - $179,300
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.
