Cx Manager Jobs in Indiana (NOW HIRING)

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.
Position Overview
This Director role is the senior business product owner for consumer personalization on the Adobe Experience Platform (AEP), responsible for scaling Lilly's consumer experience (CX) capabilities and accelerating the delivery of personalized, data-driven experiences across Lilly-owned and operated platforms. Reporting into Commercial Analytics and operating as a senior member of the Personalization Center of Excellence (COE), this leader partners with TA/brand teams, capability owners, IT, Privacy, and Legal to translate consumer experience strategy into a performant, well-governed personalization platform - embedding personalization into brand strategy, campaign planning, and the broader CX lifecycle.
In addition to driving consumer personalization on AEP, this leader is the business owner of consumer 1st party data production - ensuring the data feeding personalization is privacy-by-design, audience-ready, and aligned with HIPAA, CCPA/CPRA, and other applicable obligations. As new consumer use cases emerge, the Director builds the requirements, data models, governance posture, and value-generating analytic patterns that make 1st party data a sustained competitive advantage for Lilly.
The role leads two direct reports - Consumer Personalization Product Owner (Business) plus a Lilly India (LBI) team that delivers configuration, audience build data product enablement, journey assembly, and use-case execution. As the consumer personalization function scales onshore and offshore, this leader is a key voice in shaping the long-term operating model and ensuring Lilly is the most trusted pharmaceutical company in how it stewards consumer relationships and the data that powers them.
Key Objectives

• Own consumer personalization on AEP. Drive the consumer use-case library, capability roadmap, and product responsibilities in activation workflow -design, build, launch, and measurement - to deliver target use-case volume and incremental impact in line with COE goals
• Scale consumer experience velocity. Establish repeatable patterns, fast-track paths for standard use cases, and a healthy, well-prioritized backlog managed in partnership with brand and capability teams.
• Lead the consumer personalization squad. Direct the Consumer Personalization Product Owner (Business), Consumer Personalization Product Owner (Technical), and the LBI delivery team - set goals, develop talent, manage capacity and throughput, and ensure clear accountability and handoffs across the team.
• Partner with TA/brand HCP/Consumer Leads. Translate brand strategy into AEP audiences, journeys, and personalization moments by aligning on customer segments (KPS), problems to solve (KPO), and high-value actions (HVA); coach brand teams on what "personalization-ready" inputs look like.
• Steward consumer 1st party data production. Partner with Data Engineering, MDM, Identity, and Consent teams to ensure 1st party signals are captured, governed, and surfaced into AEP with privacy-by-design controls; serve as the business owner for the consumer 1st party data domain.
• Embed privacy and compliance by design. Ensure compliance with HIPAA, CCPA, CPRA, and other applicable privacy obligations across all consumer personalization activities; align with NPP/ACE consent frameworks where applicable; partner with Privacy, and Legal on emerging use cases.
• Represent the consumer personalization function on COE governance bodies. Active member of the Product Board, and Technical Review Board; bring the consumer voice and 1st party data perspective into capability prioritization and platform decisions.
• Drive measurement discipline. Lead ROI, attribution, experimentation design, and CX KPI frameworks to translate personalization activity into measurable business impact; ensure analytic stories become actionable insights for brand and leadership audiences.
• Identify and prioritize capability investments. Champion investments that unlock new consumer use cases and CX maturity - real-time decisioning, AI/agentic decisioning, advanced audience modeling, server-side identity, content supply chain integration.
• Manage the development balance sheet. Recommend resource optimization across capital and operational expenditure to support the consumer personalization roadmap; build business cases that frame trade-offs in business terms.
• Maintain an external best-practice mindset. Bring in best-in-class personalization, identity, and consent practices from outside pharma; ensure Lilly's approach evolves ahead of regulatory and platform change.
• Partner with Lilly IT and platform owners. Lead change across DevOps and platform engineering to enable governance at scale through both software-driven (policy-as-code) and human-driven controls.
• Other key initiatives and special projects as needed.

Basic Requirements

• Bachelor's degree in Business, Marketing, Computer Science, Information Systems, Mathematics, Finance, or related field
• 5+ years in a consumer-facing industry - healthcare, regulated CPG, or consumer financial services
• Experience with Adobe Experience Platform or comparable enterprise CDP platform (e.g., Salesforce CDP, Segment, Treasure Data)
• 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 or visas for this role, including but not limited to F-1 CPT, F-1 OPT, F-1 STEM OPT, J-1, H-1B, TN, O-1, E-3, H-1B1, or L-1

Additional Preferences

• People leadership experience including managing onshore and offshore/global delivery teams
• Product or business ownership experience including backlog management and partnering with technical teams
• Experience with 1st and 3rd party data sources - CDP, DMP, CRM, identity, and consent management platforms
• Working knowledge of HIPAA, CCPA/CPRA, and regulated-industry data governance
• Consumer media and optimization consulting background
• Strong written and verbal communication; able to frame technical decisions for senior business audiences
• Ability to lead and influence across all organizational levels and functions including brand, IT, data, legal, and agency partners
• Experience driving clarity through governance, decision frameworks, and operating model design

Other

• 10-20% travel depending on business need.

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 proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, 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 are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women's Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.
Actual compensation will depend on a candidate's education, experience, skills, and geographic location. The anticipated wage for this position is
$154,500 - $226,600
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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