Senior Manager, Customer Analytics Excellence & Governance

Overview

Senior Manager, Customer Analytics Excellence & Governance supports the pillar Director in executing, governing, and evolving the enterprise analytics capability strategy across customer and patient capabilities, serving as business owner for customer and patient intelligence frameworks, standards, and governance.

What you'll do

• Co-own the patient and customer intelligence strategy, standards, business rules, analytics intelligence frameworks, KPIs, governance processes, business requirements, and enterprise intelligence assets.
• Help define and maintain the enterprise patient intelligence capability strategy and roadmap, and align it with enterprise analytics, AI, data, and decision intelligence strategies.
• Help establish common patient and customer definitions, business rules, KPIs, analytical methodologies, and decision frameworks, and define and govern reusable intelligence assets that scale across brands and therapeutic areas.
• Help define and govern enterprise customer hierarchies, account intelligence standards, affiliation methodologies, engagement intelligence principles, and customer information standards.
• Define business requirements for patient and customer data assets, master data, reference data, and business rules, and serve as business steward for these definitions while SPT retains technical data strategy, architecture, engineering, and MDM operations.
• Provide business support for data investigations, business-rule interpretation, KPI validation, remediation prioritization, business validation, and user acceptance testing.
• Partner with business stakeholders, SPT, Analytics Product, Medical, Market Access, Precision Health, and analytics teams to evaluate, prioritize, and sequence enhancement requests, data investments, and capability improvements.
• Establish governance processes for intake, prioritization, trade-off decisions, and value realization for patient and customer intelligence investments.
• Serve as business partner of the customer intelligence capability backlog and participate in agile planning, release governance, and roadmap reviews.
• Translate priority business questions and business needs into analytics, data, AI, technology, and workflow requirements, epics, features, and capability enhancements.
• Establish governance processes, decision rights, ownership models, and review mechanisms for patient intelligence capabilities, and monitor adoption, utilization, conformance, and business value realization.
• Enable enterprise understanding of patient opportunity, unmet need, patient journeys, and care pathways, and support compliant patient identification, patient finding, and precision health capabilities.
• Partner with SPT Data Strategy, Data Engineering, and Analytics Product teams to identify, prioritize, resolve, and communicate patient data quality, availability, and business-rule issues, and coordinate business validation and readiness activities.

What you'll need

• Bachelor's degree required.
• 8+ years of leadership experience in analytics, insights, decision intelligence, commercial strategy, capability management, or business transformation.
• Proven success translating enterprise strategy into integrated analytics or decision-intelligence capability roadmaps and measurable outcomes.
• Experience establishing governance, operating models, decision rights, portfolio practices, and value-realization frameworks.
• Experience leading analytics modernization, automation, AI adoption, process transformation, or operating-model change.
• Demonstrated ability to translate business priorities into integrated analytics, data, AI, product, and technology plans.
• Strong track record partnering with senior business and technology leaders in complex matrix organizations.
• Experience with commercial analytics, field effectiveness, CRM-enabled capabilities, customer engagement, or field-orchestration analytics.
• Experience leading and developing senior talent and globally distributed teams.
• Essential: enterprise analytics and capability strategy execution; integrated business capability architecture; executive governance and decision-right design; enterprise portfolio and investment oversight; business-to-product translation; analytics modernization and operating-model transformation; field-orchestration analytics and decision-support capabilities; executive communication, influence, and conflict resolution; global operating-model leadership; responsible AI, data governance, privacy, and risk management; talent and succession leadership.

Nice to have

• Advanced degree in Business, Analytics, Data Science, Engineering, Life Sciences, Public Health, or a related field.
• Pharmaceutical, biotechnology, life sciences, or healthcare experience.
• Experience serving as executive business owner or sponsor for enterprise analytics, digital, AI, CRM, or customer-engagement capabilities.
• Experience with AI-enabled analytics, intelligent automation, decision intelligence, next-best-action, or field-orchestration analytics.
• Experience leading enterprise transformation and capability-adoption programs.
• Desired skills: Analytical Thinking, Brand Awareness, Business Analytics, Change Agility, Cross-Functional Collaboration, Digital Marketing, Marketing Strategies, Media Campaigns, Project Management, Project Planning, Sales, Stakeholder Engagement, Stakeholder Management, Waterfall Model.

Details

• Location: Hyderabad (NKC), India.
• Hybrid work: 3 days a week in office is mandatory.