As the Director of Customer Experience & Insights, you will partner directly with the VP of Commercial to architect and lead the evolution of our client engagement model. You will serve as a key strategic operator, transforming how we deliver value to our partners and moving beyond traditional account management to become a strategic extension of their R&D teams.
In this role, you will bridge the gap between complex AI capabilities and the critical business questions facing pharma leaders today. You will not only lead the delivery team but also work lock-step with leadership to shape our commercial strategy, ensuring our post-sales operations are scalable, data-driven, and aligned with our aggressive growth goals.
Join us if you’re excited to
- Co-Architect Commercial Strategy: Work closely with the VP of Commercial to define the future of our customer journey. You will help shape our retention and expansion strategies, turning high-level commercial goals into concrete, operational plans that the team can execute.
- Define the “Insights” Standard: Lead the transition from reactive support to proactive strategic advisory. You will ensure that every deliverable produced by the CXI team meets a top-tier management consulting standard—data-backed, narrative-driven, and actionable.
- Partner with Industry Leaders: Own and deepen relationships with senior stakeholders (VP/Director level) across our enterprise accounts. You will act as a trusted thought partner, helping them interpret AI outputs to make high-stakes decisions in clinical research.
- Scale High-Performing Teams: Mentor, manage, and expand a talented team of Associates and Engagement Managers. You will build the operational playbooks, training modules, and delivery frameworks required to scale the team’s capacity while maintaining excellence.
- Drive Commercial Impact: Oversee the health and growth of our customer portfolio. You will partner closely with Business Development to ensure a seamless handoff and identify expansion opportunities, ensuring high retention and organic growth within existing accounts.
What you’ll bring to the team
- Strategic Pedigree: Approx. 7–10+ years of professional experience, ideally with a background in Strategy/Management Consulting (top-tier or specialized boutique) or a strategic commercially-focused role within the Pharmaceutical/Life Sciences industry.
- Operational Excellence: You have experience bridging the gap between strategy and execution. You can take a 12-month commercial vision and break it down into quarterly operational mandates for a team.
- Domain Fluency: You possess a strong understanding of the Clinical Development lifecycle. You are “operational day one” when speaking with R&D executives and understand the complexities of drug development, clinical operations, and the regulatory landscape.
- Analytical Storytelling: You are comfortable working with complex data sets. You can look at an analytical model and discern the “so what?”—and then teach others how to communicate that narrative effectively to a non-technical audience.
- Leadership Experience: You have a proven track record of managing teams. You are a mentor who enjoys up-skilling talent, fostering a culture of intellectual curiosity, and driving operational efficiency.
- Education: An Advanced Degree (MBA, PhD, or MSc in a relevant field) is required.
What’s in it for you
- Executive Partnership: You will work side-by-side with the VP of Commercial, gaining significant exposure to organizational strategy and the opportunity to influence the company’s trajectory.
- Mission-Driven Work: You will be part of a mission to bring novel therapies to patients faster and more efficiently by applying Data Science to drug development.
- Ownership & Impact: You will not just execute a process; you will build it. This is a unique opportunity to define an emerging function at the intersection of AI and Healthcare.
- Competitive Compensation: We offer a competitive base salary and performance-based bonus, along with participation in the company’s equity plan, aligning you with the future success of the organization.
- Growth Environment: Work alongside some of the most exceptional minds in data science, engineering, and drug development in an environment that offers autonomy, challenging goals, and rapid career acceleration.
As part of our dedication to the diversity of our workforce, Intelligencia is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion.
