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Associate Director, Voice of Customer & Experience Insights

Boehringer Ingelheim

Duluth, GA

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JOB DETAILS
SKILLS
Analysis Skills, Compensation and Benefits, Concrete, Continuous Improvement, Cross-Functional, Customer Experience, Customer/Client Research, Customer/Consumer Behavior, Decision Support, Ecosystems, Establish Priorities, Leadership, Marketing, Problem Solving Skills, Project/Program Management, Retail, Safety/Work Safety, Sales, Scorecarding, Storytelling, Veterinary Medicine
LOCATION
Duluth, GA
POSTED
30+ days ago
Description


As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in a number of ways to foster a healthy working environment, meaningful work, mobility, networking and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.


What makes this role exciting


Own the Voice of Customer capability across the omnichannel ecosystem , ensuring customer signals from veterinarians, consumers and partners systematically inform engagement strategies and experience improvements.


Turn customer feedback and behavioral insights into prioritized action, partnering with Analytics & Insights and business teams to translate signals into measurable improvements across journeys and touchpoints.


Build the customer intelligence engine of Commercial Excellence , enabling the organization to move from fragmented feedback to a structured system that continuously improves customer experience and commercial performance.


About the department


Within Commercial Excellence , the Omnichannel Engagement organization connects digital platforms, engagement channels and customer insights to improve how veterinary professionals and consumers interact with the company. The Voice of Customer (VoC) capability ensures that customer understanding is captured consistently and translated into actionable insights that strengthen engagement strategies and improve customer experience across the ecosystem.


Duties & Responsibilities


The Associate Director, Voice of Customer & Experience Insights owns the Voice of Customer capability within the Omnichannel operating model. The role designs and leads the VoC framework across customer types and stakeholder groups, ensuring that feedback and behavioral signals are systematically captured, analyzed and translated into prioritized improvement opportunities. Working in close partnership with Analytics & Insights , the role transforms customer signals into meaningful insights that guide decision making across engagement initiatives.


The position collaborates with Marketing, Sales, Retail teams and ot ensuring that customer insights and other touchpoints owners, ensuring that customer insights inform both strategic decisions and experience improvements across digital and field engagement.


What you will help build


+ A scalable Voice of Customer framework capturing feedback across engagement touchpoints and stakeholder groups

+ Cross-customer experience intelligence across veterinary professionals, consumers and retail partners

+ Closed-loop improvement mechanisms ensuring insights translate into concrete actions and measurable outcomes

+ Customer experience scorecards and insight narratives that support leadership decision making

+ Customer-centric ways of working that embed customer feedback into engagement strategies and execution


Who we are looking for


We are looking for an insights-driven leader with a strong passion for customer experience and customer understanding .


Successful candidates typically bring experience in:


+ Voice of Customer programs or customer feedback frameworks

+ Customer experience strategy or journey insights

+ Customer research or experience analytics

+ Retail or consumer environments where customer experience is a key differentiator

+ Cross-functional collaboration and stakeholder influence


The ideal candidate combines analytical thinking, structured problem solving and strong storytelling capabilities , with the ability to translate insights into business impact.


Requirements


+ Bachelor’s degree required

+ Advanced degree preferred

+ 7+ years relevant experience

+ Project management

+ Optimization mindset

+ Collaboration

+ Communication

+ Analytical mindset

+ Stakeholder management

+ Adaptability

+ High learning agility and resilience in a fast-paced environment


Eligibility Requirements:


+ Must be legally authorized to work in the United States without restriction.

+ Must be willing to take a drug test and post-offer physical (if required).

+ Must be 18 years of age or older.


AHCE26
All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.

About the Company

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Boehringer Ingelheim