Associate - Customer Engagement

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 35,000 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.

Organization Overview;

Lilly Patient Services (LPS) is a center of excellence for US patient services and customer support. Our responsibilities include the design and execution of industry-leading, multi-channel customer support solutions and services that enable better patient outcomes and help Lilly achieve business objectives. Members of LPS should deeply understand customer needs and the healthcare ecosystem, and all are expected to contribute to our purpose of connecting people to Lilly products and solutions. Together, we are accountable for an end-to-end support ecosystem of solutions that minimize abandonment, increase adherence and persistency, and deliver industry-best customer experiences.

The Associate Consultant, Customer Engagement is responsible for the creation and lifecycle management of customer engagement content for customer support program education purposes. This role will report to the Manager, Customer Engagement in Lilly Patient Services.

Responsibilities:

Execution of Customer Engagement Objectives

• Responsible for the creation and maintenance of customer engagement content for customer support program education purposes
• Help to coordinate prioritization of content needs to meet customer education objectives for CSP, working closely with brands and teams across LPS to identify and prioritize solutions with enterprise scalability
• Ensure CSP content and tactic lifecycle requirements are met
• Participate in the measurement of in-market content effectiveness, including the periodic assessment of customer understanding of available customer support program solutions, services, and how to enroll. Help to identify trends and gaps; support the development and rollout of solutions to drive improvement
• Ensure understanding of US CSP end-to-end strategy and solution roadmap, helping to drive LPS and cross-functional awareness and alignment to prioritize
• Participate in the customer planning process for LPS, leveraging the marketing strategic framework and integrating into the US affiliate customer planning cycle

Building Relationships and Team Expectations

• Foster an inclusive, safe-to-speak culture and working environment consistent with Team Lilly expectations, the Lilly Values, CSP Principles and applicable requirements as outlined by Quality, Legal, Ethics and Compliance, and Privacy
• Build strong, trusting relationships with peers in the Lilly matrix and vendor partners, specifically key business partners in US Marketing, CIQ, Marketing Operations, Digital Health, MLR, and other functions critical to program and organizational success
• Participate in learning and development opportunities to ensure delivery of exceptional value to our customers and Lilly business partners, including efforts to obtain expert level of understanding of the healthcare and pharmaceutical environment, trends in patient support programs, innovation in consumer and provider marketing, and best-in-class customer engagements
• Operate in a state of continuous compliance while meeting key business objectives. Provide feedback to peers and leaders to help meet individual and team performance goals.
• Prioritize performance management and development discussions with supervisor and mentors. Help team achieve corporate diversity goals and objectives through active participation in diversity, equity, and inclusion initiatives.
• Ensure understanding of team priorities and make strategic tradeoffs to meet business objectives while managing time and financial investments. Drive to continuous improvement in base operations to reduce operating expenses and fuel innovation
• Leverage support and escalation processes to quickly resolve issues, to trend and proactively prevent issues, and to identify opportunities to improve operations and team performance

Basic Requirements:

• Bachelor's degree or equivalent
• Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position.

Additional Preferences:

• Experience in pharmaceutical or healthcare industry marketing
• Experience in Lilly Patient Services or Global CSP
• US tactic creation and lifecycle management experience

Additional Information:

• Travel: Less than 10%

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively "Lilly") are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( [email protected] ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, 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 help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women's Network, Working and Living with Disabilities. Learn more about all of our groups.

As a condition of employment with Eli Lilly and Company and its subsidiaries in the United States and Puerto Rico, you must be fully COVID-19 vaccinated and provide proof of vaccination satisfactory to the company (subject to applicable law).

#WeAreLilly