Lilly Market Research – LillyDirect CX Intelligence Operations

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.

Lilly Market Research (LMR) leverages data and technology to deliver actionable insights that benefit patients, healthcare providers, and business partners — fueling smarter decisions across a global enterprise.

Launched in January 2024, LillyDirect is a groundbreaking healthcare initiative designed to support patients throughout their care journey — improving access to care, reducing costs, and enhancing outcomes for individuals managing chronic diseases. As LillyDirect has scaled, consumer insight has evolved from a set of discrete research efforts into a continuous, always-on capability that supports day-to-day decision-making across the organization. This role is at the center of that capability.

This role is embedded and co-located with the LillyDirect Product and Consumer Experience (CX) team, with a strong dotted-line to the Associate Vice President – LillyDirect Product & Consumer Experiences.

This role ensures LillyDirect has fast, reliable, and actionable customer experience intelligence at all times. It leads the execution, tracking, and operational delivery of CX insights that enable the business to move quickly and confidently — serving as the primary intake point for CX measurement and short-turn tactical needs without sacrificing quality or compliance.

The ideal candidate is execution-oriented, highly organized, and energized by maintaining insight rigor in a high-velocity environment. They bring expertise in both HCP and consumer research, CX measurement, and research operations, with a demonstrated ability to partner across teams at scale. They are genuine adopters of AI and emerging technologies — not as a curiosity, but as a core part of how they work.

• CX Measurement & Tracking (Primary Ownership)
• Lead end-to-end execution of LillyDirect CX measurement programs — ongoing surveys, dashboards, and scorecards tracking consumer sentiment, satisfaction, NPS, and experience across key touchpoints
• Run survey fielding, quality control, cadence, and vendor coordination; evaluate the analytical rigor and interpretability of vendor-delivered insights to ensure outputs meet quality standards across the LillyDirect ecosystem
• Calibrate and triangulate signals across multiple feedback sources — surveys, social media, customer call issues, and anecdotal feedback — to distinguish true performance signals and unmet needs from noise
• Monitor CX trends in real time, surface emerging risks or opportunities, and deliver consistent monthly and quarterly readouts that translate data into clear, action-driving narratives
• Maintain and evolve dashboards and scorecards to reflect current business priorities, ensuring interested parties have what they need to move quickly
• Partner closely with Data Analytics counterpart to ensure behavioral insights are appropriately combined with the market research insights to form a cohesive story
• Tactical & Ad Hoc Insight Support
• Serve as the primary intake point for short-turn insight requests spanning messaging, content, UX (partner, not owner), unboxing, delivery, support interactions, pharmacy experience, digital content, third-party experiences, and experience flows
• Design and implement rapid “quick quant” studies and fast-turn qualitative methods that deliver directional answers to live business questions, including pressure-testing assumptions before committing resources
• Evaluate how consumers interpret digital content — tone, clarity, messaging — and translate CX signals into root causes, friction points, and redesign opportunities to support trust and engagement across the experience
• Invest meaningful upfront effort clarifying what is actually being asked — translating ambiguous business questions into something researchable, pressure-testing whether research is the right tool, and aligning on scope before execution begins; triage competing requests to balance speed and quality, intensifying prioritization decisions when broader input is required
• Actively apply AI and emerging research tools to accelerate study design, data collection, and synthesis; bring a test-and-learn attitude to how insight work gets done
• Partner with product managers, UX designers, and business analysts to ensure research is scoped tightly and delivered when it matters most
• Insight Enablement & Reuse
• Maintain insight repositories and documentation that reduce duplication of effort; remain engaged after delivery to address follow-up questions, reconcile findings across studies, and support downstream application in active decisions
• Act as a steward of CX measurement integrity — ensuring metrics, definitions, and comparisons are applied consistently to strengthen shared understanding and prevent misinterpretation across partner groups
• Serve as the go-to resource for “what do we already know?” questions across LillyDirect, synthesizing prior findings to avoid redundant research
• Identify recurring themes across tracking programs and ad hoc studies, advancing cross-cutting findings for broader strategic synthesis
• Collaborate with analytics, VOC, and commercial insights teams to connect qualitative and survey-based findings with behavioral and operational data
• Stay current on AI-powered CX platforms and synthetic research capabilities — evaluating and piloting new methods that improve the speed, quality, or reach of insight delivery
• Research Operations & Governance
• Lead vendor logistics, timelines, and deliverables with precision and accountability once scope is defined
• Oversee purchase order workflows, budget tracking, and project documentation to maintain operational compliance and financial transparency
• Ensure all research adheres to Lilly standards, including appropriate management of adverse event (AE) and product complaint (PC) reporting considerations
• Build efficient operating rhythms that allow the team to scale insight delivery without sacrificing quality or consistency
• Handle the LillyDirect CX Survey as a cross-boundary capability that sits at the intersection of market research and operational outreach — navigating evolving risk thresholds, phased consultation sequencing across Privacy, Legal, AE/PC, MRO, and external partners, and uncharted organizational territory with comfort and credibility

This role is intentionally designed to operate at the execution and operational level. To preserve focus and improve impact, it does not:

• Define the enterprise learning agenda or set long-term insight priorities
• Own foundational or strategic research design (e.g., journey mapping, segmentation, opportunity sizing)
• Arbitrate prioritization across initiatives or business units
• Lead cross-domain or enterprise-level synthesis and strategic POV development
• Represent insights at senior strategic decision forums as a primary voice

While this role does not set enterprise insight strategy, it is frequently relied upon as a final quality and clarity check before insights are shared broadly — a responsibility that carries real influence. Future expansion may include HCP-facing execution support, following the same operational model.

• Speed and reliability of CX insight delivery across measurement and ad hoc workstreams
• Collaborator confidence in the accuracy, consistency, and usability of CX tracking and data
• Reduction in reactive issues driven by gaps in insight coverage or delayed deliverables
• Consistent, high-quality research execution at scale, with strong vendor and compliance management
• Active reuse of existing insights, reducing duplicative research investment

Basic Qualifications

• Bachelor’s Degree
• 5+ years of experience in consumer or CX research, market research operations, or a related field
• 2+ years working cross-functionally in a matrixed organization with internal collaborators and third-party vendors
• 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.

• Innovation mindset: demonstrated willingness to apply AI and emerging research technologies as a core part of how work gets done
• Demonstrated experience designing and driving CX or consumer research studies — survey design, vendor management, and data delivery
• Strong project management skills; ability to handle multiple workstreams simultaneously and maintain quality under tight deadlines
• High degree of critical thinking; comfortable working through ambiguity, distilling complexity, and moving forward conclusively
• Experience synthesizing findings and communicating actionable insights to diverse audiences, including senior leadership
• Working knowledge of statistical concepts (hypothesis testing, significance testing, sample sizing) and experience interpreting quantitative data
• Proficiency with data visualization tools and translating tracking data into clear, compelling narratives
• Persuasive communicator — written and verbal — with the ability to represent the voice of the customer accurately and objectively
• Bias for action and strong sense of operational ownership in fast-moving, ambiguous environments
• Master’s degree in Market Research, Business Administration, Consumer Psychology, or a related field
• Experience with always-on CX tracking programs, including CSAT, NPS, or similar continuous measurement frameworks
• Familiarity with ecommerce KPIs, digital consumer behavior, or direct-to-consumer healthcare or pharmacy services
• Experience working with agile product or UX teams to support iterative design, testing, and optimization
• Hands-on experience with AI-assisted research applications — AI-powered survey analysis, synthetic research methods, or AI-enabled CX platforms

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

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.

#WeAreLilly