Interim Director, Customer Experience Analytics

Role: Interim Cx Analytics Director

Client: Major Pharmaceutical Organisation

Location: London hybrid - 2-3 days per week onsite

Duration: Initially to end of December 2025, scope to extend 6 months.

A senior leader to define and drive the customer experience (Cx) analytics strategy across a global Pharmaceuticals business. This role will lead the vision, roadmap, and delivery of advanced analytics capabilities that power better customer engagement, omnichannel performance, and strategic decision-making.

Key Responsibilities

• Define and own the Cx analytics strategy and roadmap, ensuring alignment with business, digital, and data teams.
• Lead the design and delivery of Cx analytics products (e.g., measurement frameworks, segmentation, customer effort score, HCP insights).
• Partner with global, regional, and digital teams to ensure analytics enables omnichannel customer engagement.
• Collaborate with enterprise data, performance analytics, and AI colleagues to align on vision and integrate solutions.
• Act as product owner for select analytics tools, ensuring adoption and value delivery.
• Build and manage a network of third-party partners to deliver projects and ongoing operations.
• Bring external industry insights and innovation into the organisation.

Required Experience:

• Proven leadership in analytics, data strategy, or customer insights (preferably in a complex or regulated industry).
• Strong knowledge of Cx measurement, segmentation, and omnichannel analytics.
• Experience with analytics product ownership and vendor/partner management.
• Ability to influence and collaborate across global and regional stakeholders.
• Passion for applying innovation and best practice in analytics to real-world challenges.

This is an urgent requirement - if interested, please apply asap and any questions, email claire.shipman@1st-executive.com