Customer Insights Manager

THE POSITION

Take the lead in proactively identifying and integrating crucial customer and business insights within the brand planning process, inclusive of the Integrated Asset Plan (IAP) and the Integrated Customer Plan (ICP). Establish the direction and assume complete responsibility for all facets of executing primary market research plans, leveraging robust business acumen to amalgamate various sources of business and customer intelligence to generate insights. Exhibit clear leadership in the insight management process by setting key performance indicators for brand and ICP execution, and inspiring organizational excellence to promptly address gaps and opportunities. Ensure a profound understanding of the customer's voice and its centrality to strategic and tactical business decision-making across all functional teams. Constructively challenge assumptions and stimulate the activation of insights at all leadership levels, both locally and globally, to achieve business objectives.

Responsibilities

Strategic Mindset & Integrated Customer Planning:

• Establish and maintain a deep understanding of customer and market dynamics as they relate to brand strategy, identification and prioritization of strategic unmet customer needs (SUNs) within the Integrated Multi-Customer Care Pathway (IMC), and identification of business risks and opportunities via performance management
• Generate and share insight summary report to kick off Integrated Asset Planning, specifically informing the development of local SWOT, validation or refinement of critical success factors and strategic imperatives, and contributing to customer SUNs, in partnership with brand partners
• Coach and mentor cross functional partners on their understanding of relevant customer insights, to ensure all are well-informed of drivers and barriers of the Critical Success Factors (CSFs)
• Consult with ICP leads for marketing, medical, sales, access and Customer Experience Operations (CxO) to ensure insights are built into the ICP to produce strong, omnichannel plans
• Lead insight planning workshops for pipeline assets to ensure optimal and cost-effective intelligence-gathering for Launch Readiness across all functional teams, including Clinical Development and Operations (CD&O), regulatory, medical affairs, Health Economics Outcomes Research (HEOR), epidemiology, healthcare solutions, marketing and CxO
• Gather critical market and customer understanding to fuel forecast assumptions, investigate business development opportunities, and help inform long-term business planning and life cycle management
• Represent the CxO team for pipeline assets to ensure our department’s activities are triggered appropriately throughout the implementation of Early and Strategic Engagement (EASE) and Launch Readiness Review (LRR) frameworks

Execution and Performance:

• Lead development of performance monitoring plan for brand strategy and tactical implementation by selecting relevant metrics, setting appropriate performance benchmarks, ensuring results are available, monitored, interpreted effectively, and activated quickly.
• Key role in design and implementation of regular business review meetings to ensure objectives are met (facilitate review of results vs KPIs, interpretation, and prioritization of insights to be actioned)
• Present results to KPIs in Business Review meetings / Performance Review and Action Meetings
• Continuously explore and quickly share emergent customer and market intelligence to help the asset team stay on top of new trends and evaluate risks and opportunities
• Accountable for development of primary research plans for therapeutic area, plus contribution to above-across brand research plans
• Manage all primary market research studies for asset team, and lead select above-brand research projects, as needed. Adhere to all local and global requirements for Non-Trial Activities.
• As needed, act as the backup for the Non-Trial Activities (NTA) Manger role for NTA assessments and flow of NTAs through the approvals system
• Demonstrate a growth mindset and drive innovation for new ways to gather, generate and share insights across the organization, with a continuous focus on quality and efficiency.

Leadership and Collaboration:

• Collaborate with functional team members to proactively uncover new business questions, assess intelligence gaps and align on best approach to address prioritized gaps
• Lever existing global and local intelligence whenever possible from all reliable sources to maximize efficiencies and minimize local resources, working in close partnership with global Primary Market Research (PMR) and Therapeutic Area (TA) leaders
• Champion new research techniques and business questions that require intelligence to EUCAN (Europe, Canada, Australia and New Zealand Region) Analytics & Insights (A&I) team and corporate PMR leads. Frequently presenting local insights and showcasing new approaches for global colleagues
• Coordinate with CxO partners (analytics, Cx, omnichannel, Learning and Development (L&D), etc) to ensure key deliverables for brand teams are aligned with high standards of quality and efficiency
• Ensure cross functional brand partners are enabled to lever relevant insights to make informed business decisions, and consistently challenge assumptions and potential biases related to customer insights at all levels of leadership

This position is based in the Burlington, Ontario office located at 5180 South Service Road and is flexible .
Employees in flexible roles are required to be at the office a minimum of 50% of the time each month and must report to the office when requested and required by their Manager/Department.

Requirements

• University degree or equivalent
• Post-graduate degree or diploma with focus on research or social sciences a plus
• Minimum 7 years of direct experience in customer insights management
• Demonstrated expertise in all types of market research, including qualitative and quantitative studies
• Mastery of intelligence integration using various sources to develop relevant customer and market insights
• Proven track record in levering customer insights to influence business decision-making at all levels
• High degree of understanding of social science (psychology, behavioural science and / or anthropology)
• Strong analytical skills and knowledge of the application of multivariate analysis and data science
Strong communication skills (verbal, written, presentation) including story-telling and facilitation

Total Rewards

We offer a competitive salary, generous amount of paid time off (vacation, personal days, contingency paid time off days for Long Term Contract Employees), comprehensive and flexible benefits plan, Defined Contribution Pension Plan with company matching of RRSPs, Employee and Family Assistance Plan, employee and leadership development programs, and programs to support overall health and wellness for employees.

Visit https://www.boehringer-ingelheim.com/ca/careers/benefits-rewards

READY TO APPLY?

Click the "Apply Now" button below to submit your application. We thank all applicants for their interest in our company. Please note that only candidates selected for an interview will be contacted. Boehringer Ingelheim Canada is committed to providing accommodations for people with disabilities to support their participation in all aspects of the recruitment and selection process. If you require accommodation, we will work with you to meet your needs.

DEADLINE FOR APPLICATIONS

Applications for this position will be accepted until August 11, 2025.

Not exactly the position you are looking for but have someone else in mind? Share it via the button on the bottom of the page with friends or colleagues who might be interested.