IBU Omnichannel Operations - Consultant/Senior Consultant

Job description

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us. IBU Omnichannel Consultant / Senior Consultant **Job description:** We are building and scaling a next-best action recommendation engine and omnichannel engagement capability to enable more agile, personalized sales and marketing execution across the International Business Unit (IBU). This capability brings together customer data, analytics, decisioning, and campaign orchestration to help commercial teams deliver the right engagement, through the right channel, at the right time. The platform integrates multiple data sources, generates next-best action recommendations, supports personalized marketing models, and connects with sales force and marketing platforms to improve decision making and customer experience at the individual healthcare professional level. As an IBU Omnichannel Consultant or Senior Consultant, you will help operate and continuously improve omnichannel capabilities that support campaign execution, personalization, and commercial effectiveness. You will work across business, analytics, data science, and technology teams to translate omnichannel strategy into scalable operational solutions. Depending on experience, the role may be scoped at Consultant or Senior Consultant level, with deeper ownership of workstreams, stakeholder management, and delivery oversight expected at the Senior Consultant level. **Key responsibilities:** - Support the design, execution, and continuous improvement of omnichannel programs and campaign operations across IBU markets. - Translate business requirements into actionable omnichannel workflows, platform configurations, and operational processes. - Partner with commercial, brand, sales, marketing operations, analytics, data science, and IT teams to enable personalized engagement and next-best action execution. - Monitor campaign and journey performance, identify optimization opportunities, and support test-and-learn initiatives across channels. - Help ensure quality, consistency, and timely execution across omnichannel activities, including issue resolution and process improvement. - Contribute to Agile delivery ceremonies, backlog refinement, user story development, and cross-functional coordination. - For Senior Consultant level, lead workstreams independently, manage stakeholder communication, and drive delivery across complex initiatives. **Required qualifications:** Consultant or Senior Consultant level depending on the candidate’s experience, depth of subject matter expertise, and ability to independently own delivery. - Bachelor’s degree in Engineering, Information Systems, Business, Marketing, Operations, or a related field. - Relevant experience in omnichannel operations, digital marketing operations, commercial excellence, marketing technology, or consulting within life sciences, healthcare, or other complex regulated environments. - Hands-on experience working with omnichannel and commercial platforms such as Veeva, Salesforce Marketing Cloud, Adobe, CRM, campaign management, or related tools. - Strong understanding of the digital marketing ecosystem, including customer data, segmentation, content operations, analytics, journey orchestration, and A/B testing. - Good understanding of how data, analytics, and decision engines can enable more personalized and effective customer engagement. - Experience working in Agile or Scrum environments and using tools such as JIRA for delivery management. - Strong communication, problem-solving, and stakeholder management skills, with the ability to work across business and technical teams. - For Consultant level, experience supporting execution of omnichannel or digital marketing programs with growing independence. - For Senior Consultant level, experience independently leading workstreams, managing stakeholders, and driving delivery for complex omnichannel or commercial operations initiatives. **Preferred qualifications:** - MBA or master’s degree in Marketing, Business, Analytics, Operations, or a related discipline. - Experience in pharmaceutical or healthcare omnichannel engagement, including HCP-focused email, web, rep-triggered, remote, or peer-to-peer channels. - Exposure to next-best action, recommendation engines, personalization, or decisioning platforms such as ZAIDYN or similar capabilities. - Experience working with cross-functional teams spanning commercial, brand, analytics, data science, and technology. - Knowledge of campaign measurement, customer engagement KPIs, and continuous improvement approaches in omnichannel programs. - Process improvement or project delivery certifications are a plus. **Note:** When applying internally for a position your current supervisor receives notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying. Lilly 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. #WeAreLilly 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 t