AVP Consumer Brand Strategy & Experience
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.
The AVP Consumer Brand Strategy & Experience is a visionary, consumer-obsessed leader responsible for architecting and operationalizing a future-ready consumer strategy across the U.S. Affiliate Therapeutic Area. This leader will drive innovation, challenge conventions, and foster a culture where consumer needs and experiences are at the heart of every decision.
Reporting directly to the Group VP of U.S. CMH, this role leads a dynamic team that spans consumer journey design, consumer marketing, and consumer support. The AVP will champion seamless, personalized, and emotionally resonant experiences, leveraging agile squads and modern operating models to accelerate impact and scale best-in-class solutions.
Key Responsibilities
Consumer Experience Strategy & Vision
- Set an audacious, TA-specific, consumer-obsessed vision for experience transformation, inspired by world-class exemplars (e.g., "experiences like Disney, through an integrated platform like Amazon)
- In partnership with LVA, create industry-leading consumer affordability and support services strategies : Innovate strategies and partner with Consumer Services Hub (CSH) on solutions that ensure seamless access and exceptional consumer experiences.
- Own the end-to-end consumer journeys relentlessly seeking opportunities to simplify, personalize, and elevate every touchpoint.
- Lead the evolution of the Consumer Operating Model, embedding agile squads and governance forums to accelerate delivery, scale innovation, and maximize consumer impact
- Partner with CSH to deliver seamless, omnichannel experiences and innovate across patient affordability, patient support services, telehealth, digital health, and direct-to-consumer models.
Consumer Marketing Strategy & Message Development :
Lead the development of consumer marketing strategies, ensuring alignment with brand objectives and successful product launches.Drive the creation of insight-based messaging and creative platforms in partnership with agencies and market research, enabling seamless consumer engagement and retention.Champion culturally competent and multicultural marketing initiatives, leveraging consumer insights to inform strategic brand development and media planning.Oversee the planning, execution, and measurement of brand tactics across channels, ensuring all activities are data-driven and deliver a positive, differentiated consumer experience.Operating Model & Squad Orchestration :
Stand up and lead a cross-functional team, integrating marketing, digital, analytics, and consumer services.Drive agile ways of working : facilitate sprint planning, stand-ups, reviews, and retrospectives to ensure rapid iteration, continuous improvement, and fast scaling of successful innovations.Streamline collaboration and decision-making, creating a single source of truth for consumer strategy and prioritization.Measurement & Accountability :
Define and monitor consumer experience KPIs (e.g., CSAT, journey analytics, VOC pulse surveys), linking metrics to business outcomes and incentives.Leverage dashboards and scorecards to drive accountability and fuel innovation.Report regularly to executive leadership and governance forums on progress, impact, and opportunities for improvement.Leadership :
Build and lead a high-performing, cross-functional Consumer Experience team, including Consumer Journey Leaders, Consumer Marketing, and Consumer Support roles.Integrate team members within the U.S. TA Lead Team, collaborating with the Consumer Services Hub, GCO, and other central capabilities to align with therapeutic area priorities and ensure consistent, non-contradictory consumer experiences.Champion a culture of innovation, experimentation, and continuous learningempowering the team to pilot new programs, rapidly respond to market dynamics, and deliver exceptional consumer / patient experiences end-to-end (awareness ? education ? diagnosis ? treatment ? ongoing support).Identify and incubate disruptive solutions that transform consumer engagement, leveraging digital, data, and design thinking.Basic Qualifications :
Bachelor's DegreeLeadership experience in healthcare or life sciencesExperience leading innovation and transformation initiatives in complex, matrixed organizations (e.g., new product launches, digital program rollouts, or process redesigns).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 and / or visas for this role.Preferences :
Track record of building and leading cross-functional teams, including setting priorities, defining KPIs, and achieving performance goals.Ability to develop and implement strategic plans, analyze performance metrics, and run customers across multiple business units.Hands-on experience applying agile methodologies, conducting consumer research, designing customer experiences, and delivering digital solutions.Strong communication and collaboration skills, with experience presenting to executive leadership and coordinating diverse teams.Experience implementing improvements that delivered measurable outcomes (e.g., increased patient engagement, cost savings, or improved customer satisfaction).MBA degree preferredKey Competencies :
Visionary Thinking & Consumer ObsessionInnovation Leadership & ExperimentationAgile Squad OrchestrationMeasurement & Data-Driven Decision MakingChange Management & Cultural TransformationCollaboration, Influence, and Relationship Building