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.
COMPANY OVERVIEW
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 39,000 employees work to discover and deliver life-changing medicines, 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.
WHO WE ARE
LillyDirect, launched in January 2024, is an innovative, industry-first healthcare experience designed to support and empower patients on their care journey. LillyDirect works to improve access to care, reduce healthcare costs, and provide holistic support to enable better outcomes for people living with chronic disease. Since launch, we've seen rapid growth—signaling the significant unmet needs of people navigating the complexities of the U.S. healthcare system.
Our goal is to create world class experiences that stand alongside the best consumer brands. That means delivering value through thoughtful design, clear communication, and operational excellence at every touchpoint.
THE ROLE
We're looking for an Associate Director, Consumer Experience Strategy to own the experience strategy for LillyDirect's consumer journey, from first awareness through onboarding and long-term engagement.
This role turns consumer pain points into clearly defined problems and opportunities, and sets the vision for what a great experience should look like. You'll bring that consumer perspective directly into our agile product teams (we call them "pods") as an embedded member, drawing on research, customer feedback, analytics, and competitive insights to shape journeys, define problems, and uncover our biggest opportunities.
You'll work as a peer to product, design, and engineering teammates within the pod, helping define, evaluate, and prioritize problems together — always advocating for the consumer.
WHAT YOU'LL WORK ON
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Map the end-to-end consumer journey to identify friction, unmet needs, and opportunities across every touchpoint.
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Apply a consumer-first lens, stepping into the consumer's perspective to define where the experience breaks and where it can meaningfully differentiate.
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Clearly define problems and gaps so they can be evaluated and prioritized alongside other work in the pod.
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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.
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Synthesize qualitative and quantitative data from research, analytics, customer support, and other sources into a clear, actionable point of view.
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Track competitive and market experience benchmarks and translate them into opportunities to differentiate the LillyDirect experience.
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Own funnel health reporting for the consumer journey — tracking conversion, pinpointing areas for improvement, and informing what we prioritize next.
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Translate insights into clear opportunities that help guide our roadmap and business decisions.
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Facilitate cross-functional working sessions to map journeys, surface pain points, and align on opportunities.
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Participate as an active, embedded member of the agile pod — in planning, roadmap reviews, and prioritization — always advocating for the consumer.
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Contribute to high-visibility communications and materials that convey consumer experience strategy and initiatives to internal and executive stakeholders.
WHO YOU'LL WORK WITH
This role works cross-functionally across the agile pod and with the broader organization, including legal, compliance, regulatory, market research, and analytics teams. You'll be the go-to expert on consumer experience strategy — defining the problems and opportunities that shape what we build, and making sure the consumer's perspective is represented in every decision.
BASIC REQUIREMENTS
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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.
ADDITIONAL PREFERENCES
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Demonstrated success working in an embedded product pod or agile product team (required).
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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.
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Proven ability to synthesize complex qualitative and quantitative signals into clear, compelling narratives and actionable recommendations.
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Strong analytical, problem-solving, and strategic planning skills, with strong facilitation skills across cross-functional workshops and initiatives.
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Demonstrated ability to influence and build alignment across a large, cross-functional organization and with outside partners.
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Ability to manage multiple initiatives in parallel under tight deadlines while operating amid shifting priorities and ambiguity.
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Excellent written and verbal communication and presentation skills, with a consumer-first mindset grounded in empathy and curiosity.
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Experience in direct-to-consumer, e-commerce, digital health, or consumer technology.
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Familiarity with agile pod and product operating models and embedded cross-functional ways of working.
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Experience operating within regulated industries or with content and decisions subject to legal, compliance, or usage constraints.
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Understanding of how consumer experience connects to commercial outcomes
OTHER INFORMATION
Location: Indianapolis, San Francisco Bay Area or Remote
Travel: 5–15%
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
$127,500 - $204,600
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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