Amgen Commercial Strategy & Analytics, Voice of the Customer Director in Thousand Oaks, California

The Voice of the Customer Lead is responsible for establishing the vision, strategy and execution of best-in-class methodologies, solutions and services to capture the voice of the customer while facilitating meaningful and differentiated customer experiences through omnichannel engagement. As a key member of the US Commercial Strategy and Analytics (CS&A) leadership team, this position must be a relentless champion of insights-driven strategy, objective, evidence-based decision making, and continuous innovation.

He or she is tells powerful stories through complex data, generating deep insight into the needs, motivations, passions, challenges and lives of our audiences, and impact of our sales and marketing initiatives in eliciting valuable customer behavior and driving business results. This position employs current and emerging methodologies to harness the voice of the customer: primary market research, competitive intelligence, social monitoring and search analytics.

This position reports to the Head of US Commercial Strategy & Analytics. Job responsibilities include:

  • Overall responsibility for the primary market research strategy and planning across Amgen's US portfolio to ensure the voice of healthcare providers and patients is central to Amgen's decision making

  • Develop Amgen's capabilities in social monitoring, analyses of structured and unstructured data from various Amgen call centers and search analytics

  • Lead and develop a team of market researchers and competitive intelligence experts to provide critical insights to the entire organization

  • Provide thought leadership and vision to connect voice of the customer insights to brand and tactical performance

  • Develop an environment of best practice sharing and standardization across brands

  • Identify new and creative ways to derive insights from customers, continually exploring new technologies, methodologies and approaches to adapt to a rapidly evolving healthcare ecosystem

  • Lead processes to identify primary market research / voice of the customer vendors for all brands in the Amgen portfolio

  • Prioritize VOC opportunities to focus on the areas that will drive the greatest impact for Amgen

  • Some Travel Required

Basic Qualifications:

  • Doctorate degree and 4 years of primary market research, social monitoring, market analytics, consulting and/or marketing experience


  • Master's degree and 8 years of primary market research, market analytics, social monitoring, consulting and/or marketing experience


  • Bachelor's degree and 10 years of primary market research, market analytics, social monitoring, consulting and/or marketing experience


  • 4 years of managerial experience directly managing people and/or leadership experience leading teams, brands, projects, programs or directing the allocation of resources

Preferred Qualifications

  • Executive presence: can quickly establish credibility with and influence ED / VP level staff

  • Strong leadership with a demonstrated ability to build and develop high performing teams, deliver results, and shape the future

  • Demonstrated ability to think strategically about issues impacting an entire portfolio of therapeutics, connecting how shifts in customer behavior and thinking may be tied to tactic and brand performance

  • Excellent oral, written and presentation skills with ability to explain complex concepts and controversial findings clearly to a variety of audiences, including senior management

  • Strong knowledge of primary research approaches including quantitative and qualitative market research

  • Demonstrated ability to identify and implement new innovative methodologies and to enhance Amgen's insights identification capabilities

  • Skill in handling multiple responsibilities, priorities, tasks and projects simultaneously

  • Strong Business Acumen: understands both the markets, brands and broader context (internal and external) of the business - can translate research insights and findings into realistic, actionable recommendations

  • Experience managing outside vendors

  • Experience with creative advertising agencies, US market payor / access environment and relevant Amgen therapeutic knowledge

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.