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.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

$126,000 - $184,800

Lilly Patient Services (LPS) is a center of excellence for U.S. patient services and customer support within our Customer Engagement Hub (CEH). Our responsibilities include the design, execution and support 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. Together, we are accountable for an end-to-end support ecosystem of solutions that minimize abandonment, increase adherence and persistency, and deliver exceptional customer experiences.

As an Associate Director, Digital Solutions you will be responsible for the successful strategy and execution of customer digital solution innovation, including thoughtful integration of digital solutions across the end-to-end support ecosystem that align to our Customer Experience principles and LPS digital strategy. This role will report to the Sr. Director, Digital Solutions in Lilly Patient Services.

Key Responsibilities:

Digital Solutions Execution

Co-Lead the development of the digital solutions patient support strategy as a contribution to the LPS/CEH end-to-end strategy

Supervise the development and execution of business requirements for digital support solutions across the end-to-end support ecosystem

Engage with external parties to ensure an external-in attitude is part of our strategy and roadmap

Lead the assessment of cases assessments and coordinating post-implementation impact analysis that support our strategic roadmap

Engage with other Lilly teams to aid in translating problems into processes, identify gaps in technology’s ability to support expected procedures.

Become an expert in current “in-flight” customer digital solutions and develop plans to monitor points of tension and capability gaps.

This role may also be involved in a wide range of projects focused on building stronger consumer capabilities and bringing new technology to the broader Customer Engagement Hub

Building Relationships and Team Expectations

Foster an inclusive, safe-to-speak culture and working environment consistent with Team Lilly expectations, the Lilly Values and applicable requirements as outlined by Quality, Legal, Ethics and Compliance, and Privacy

Build strong, trusting relationships with peers in the Lilly matrix and third-party partners, specifically key business partners critical to program and organizational success

Actively participate in learning and development opportunities to ensure delivery of exceptional value to our customers and Lilly business partners.

Operate in a state of continuous compliance while meeting key business objectives

Prioritize performance management and development discussions with supervisor and mentors.

Ensure understanding of team priorities and make strategic tradeoffs to meet business objectives while managing time and financial investments. Aim 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 find opportunities to improve operations and team performance and embrace the ability to empower decision making at the appropriate level.

Basic Qualifications:

Bachelor’s degree

4+ years of experience in designing and implementing customer facing digital solutions

3+ years experience successfully leading cross-functional projects that involve both commercial and technical collaborators

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.

Additional Skills/Preferences:

Understanding of new technologies that impact customer service

Understanding of the US Healthcare Ecosystem

Strong network within the digital health ecosystem

Curious mind with demonstrated learning agility and innovation mindset

Experience designing and implementing solutions that leverage AI

Ability to shepherd large change through a matrix organization

Effective problem-solving and analytical skills to evaluate and resolve highly complex or l business and organizational problems

Strong communication skills, ability to clearly communicate highly technical work in a way that aligns to key internal audiences

Experience with tools that support agile teams (i.e. Jira, Figma, Lucid, Teams)

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and 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.

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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