Omnichannel Customer Experience Consultant

Job Responsibilities

• Assume a high degree of autonomy for the development and implementation of omnichannel strategies, integrating personal and virtual touchpoints in line with Customer Plan solutions.
• Support the therapeutic areas or brands assigned by the Italy Hub Clusters OCE Associate Director and participate in the main phases of Customer Planning, as well as cross‑functional Brand Team activities such as Brand Review, Launch readiness, and CDM meetings.
• Design OCE campaigns in partnership with Marketing, Medical, and PRA, follow the Lilly OCE framework, maximize reuse of existing materials, localize regional best practices, and collaborate with IBU on co‑creation projects.
• Develop compliance guidelines for virtual channels in collaboration with Legal & Regulatory, and ensure adherence to data privacy, Lilly Tech, pharmacovigilance, and other enterprise guidelines.
• Cross‑functional & Brand Team collaboration: act as a member of an affiliate/cluster cross‑functional team, participate in key Brand meetings to understand brand objectives, strategy, and provide OCE input.
• Co‑create and orchestrate omnichannel brand campaigns for assigned brands, aligning with Customer Plan strategy, allocated OPEX, and timelines.
• Drive innovation and lead the transformation according to the IBU OCE strategy; influence marketing, sales, medical, and other internal stakeholders to accelerate the shift from face‑to‑face to a wider omnichannel approach.
• Identify and prioritize omnichannel engagement opportunities and recommend appropriate channel mixes to achieve brand objectives defined by Brand Managers.
• Execute, track, and optimize omnichannel campaigns: drive tactical plans to accomplish KPO and business objectives, define campaign success metrics, monitor project status, and provide regular updates on campaign/project financials.
• Set measurement and tracking frameworks, and derive actionable insights from data to inform business decisions at affiliate, cluster, Italy Hub and IBU levels.
• Understand and leverage the enterprise mar‑tech ecosystem to optimize end‑to‑end omnichannel customer journeys and improve Customer Experience (CX).
• Analyze enterprise channel and capability adoption (e.g., VAE, EWI websites, CET) and promote utilization among relevant internal stakeholders.
• Plan and report digital campaign channels/touchpoints in CET in accordance with enterprise guidelines, ensuring high accuracy and timely delivery.
• Maintain awareness of the digital marketing landscape to identify and drive best practices around digital and OCE.
• Propose local vendors or agencies for omnichannel technologies, collaborate in vendor selection and onboarding, and manage vendor performance and relationships.
• Stay current with developments in mar‑tech, legal frameworks, and customer needs to continuously refine affiliate OCE capabilities.
• Partner with Information & Digital Solutions/Lilly Tech on local implementation of new OCE capabilities.

Equal Employment Opportunity Statement

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