Director, Customer Journey Insights - (Hybrid - Acton, MA or San Diego, CA)

About the job

Job Summary
The successful candidate for this role will lead development of the long-term business plan to address the core drivers and target key stakeholders across the diabetes community HCPs, the customer/caregiver, community advocacy groups as well as collaborate with the Market Access team on the payer segment. This role will encompass a focus across the full spectrum of strategic medical device marketing to ensure successful and timely execution of core initiatives. This candidate will also be adept at working in a cross-border, global environment and will seek out new market partnerships to extend portfolio awareness. The successful candidate will ensure global alignment with internal functional partners including, Sales, Inside Sales, Market Access, Regulatory/Quality, R&D, Operations, Finance and Legal.

The ideal candidate for this position will be highly self-motivated, a big thinker, a strong team leader who is focused on the quality and measurable results of his/her work. This individual should have demonstrated experience working as a business leader in a cross-border matrix organization with an ability to drive core strategy while simultaneously meeting provincial needs where necessary to ensure successful regional implementation. Candidates must be confident working in an entrepreneurial and fast-paced organization and be able to balance multiple project priorities to meet the demands of our agile Marketing environment. Candidates should ideally have prior medical device or pharmaceutical Marketing experience and should be confident building and presenting strategies and tactics to senior level external and internal audiences. Exceptional verbal and written communication skills are a must.

 Position Overview:

Reporting to the Vice President, Global Insights & Analytics, the Director, Customer Journey Insights will be responsible for operationalizing customer journey insights globally, turning research, behavioral data, and voice-of-customer signals into decisions and actions that measurably improve the experience of people using Insulet products. Sitting within the Global Insights & Analytics team, they will own the global customer journey insights framework: the measurement model, the recurring reporting that tracks journey health across awareness, sales, onboarding, training, and continued service, and the governance that keeps a single view of the journey in use across markets. The successful leader will be a passionate, data-driven advocate for customers who is equally comfortable interrogating a dataset and persuading a cross-functional leadership team to act on what it says. They will partner with leaders across Commercial, Marketing, Customer Success, Product, and the regional General Managers to embed journey insights into scalable business processes and supporting technology, and will play a critical role in connecting enterprise insight to enterprise execution.

• Responsibilities
• Own the global customer journey insights framework for all Insulet products in development and in market, including the journey measurement model, the data sources behind it, and the standards that keep it consistent across regions.
• Translate journey insights into prioritized, actionable recommendations for Franchise PMMs, Global Marketing, and regional teams, and follow those recommendations through to implementation in customer-facing solutions such as portals, surveys, and help content.
• Conduct journey gap and root-cause analyses with DSCX Product Managers, Customer Success, and market teams, identifying where experience is breaking down, quantifying the business impact, and defining what a launch or program change needs to address.
• Gather, integrate, and consolidate quantitative and qualitative signals from across the organization and across markets (Customer Success, Franchise PMs and PMMs, DSCX PMs, UX, Customer Care, Product Support, field teams and other SMEs) into a single, trusted global view of journey performance.
• Build and maintain global journey performance reporting and dashboards, including the core metrics, thresholds, and cadence that leadership uses to track experience health and the return on journey investments.
• Design and run the operating cadence that turns insight into action: recurring journey insight reviews, prioritization forums, and closed-loop tracking that confirms recommended changes were made and had the intended effect.
• Drive cross-functional adoption of journey insights by making them accessible and usable — enabling self-service access where appropriate, coaching partner teams on interpretation, and equipping field, Product Support, and Customer Care leadership with the journey evidence relevant to their decisions.
• Play a key role in product launches, supplying journey insight and baseline measurement to launch and Mock Launch efforts and reporting post-launch on how the journey actually performed.
• Serve as the point of contact for customer journey insight requests, centralizing intake, prioritizing against business impact, and ensuring findings are represented consistently in US and international forums.
• Partner with Data, Analytics, and Technology teams to govern journey data quality, definitions, and instrumentation so that global insights remain comparable and reliable across markets.

• Key Decision Rights
• Decisions on the global customer journey insights framework — which journeys are measured, which metrics define journey health, and how performance is reported
• Prioritization of journey insight work and recommendations, including which findings are escalated for enterprise action and which are handled within a market or function
• Standards for journey data definitions, personas, and segmentation used in global insight and in mock launch planning

• Required Skills and Competencies
• Ability to lead process, technology, and operational evolutions within Insulet so that customer journey insights are consistently acted upon
• Ability to synthesize and interrogate complex, multi-source data to inform prioritization of customer journey improvements
• Ability to design and implement effective global reporting of customer journey performance, including metric definition and dashboard delivery
• Ability to guide dispassionate prioritization of customer journey programs, projects, and enhancements based on data and business impact

• Education and Experience
• 12+ yrs experience in customer insights, customer experience analytics, or journey measurement, including defining customer journeys and the business process and technology enablers behind them
• Deep familiarity with commercial systems (global), the data elements underpinning commercial activity and customer experience, and the research and analytics methods used to measure global customer journeys
• Experience operating across global markets in a regulated environment, ideally medical device, with knowledge of regulatory and quality requirements
• Diabetes experience or knowledge a plus

• Additional Information
• The position can be remote, hybrid or in-person at our Acton, MA headquarters. The preferred location is near Acton, MA or San Diego, CA.
• Travel is estimated at 25% but will flex depending on business need.

Insulet Corporation (NASDAQ: PODD) is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod® Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the disposable and waterproof Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s latest innovation, the Omnipod® 5 Automated Insulin Delivery System, is a tubeless automated insulin delivery system, integrated with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero finger sticks, and is fully controlled by a compatible personal smartphone. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas.

Studies have demonstrated the clinical and lifestyle advantages of insulin pump therapy over multiple daily insulin injections (MDI). However, many people still choose MDI therapy largely due to the complexity, cost, and inconvenience of conventional pump technology. The Omnipod is a discreet and easy-to-use system that eliminates many of the issues associated with conventional pumps. By breaking down the barriers to insulin pump therapy, Insulet hopes to provide both a superior treatment option and life-long health benefits for people with insulin-requiring diabetes.

Insulet was founded in 2000 with the mission to improve the lives of people with diabetes and enable customers to enjoy simplicity, freedom, and healthier lives through innovative technology. The Company’s world headquarters and state-of-the-art automated manufacturing facility are located in Acton, Massachusetts with global offices in the U.K., France, Germany, Netherlands, Canada, Mexico, Australia, and the United Arab Emirates. Omnipod products are available in 24 countries around the world.

Insulet recently concluded its seventh consecutive year of 20% or more revenue growth, and more than doubled its intellectual property portfolio over the last year. Insulet is proud to be recognized as a 2022 Top Workplace USA ; awarded Top Workplaces Cultural Excellence Award for remote work; recognized as a Great Place to Work ® in four international locations in 2023; and ranked as one of America’s most responsible companies by Newsweek . For more information, visit: insulet.com and omnipod.com .

This position is eligible for hybrid working arrangements and requires on-site work from an Insulet office.

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Additional Information:


Compensation & Benefits:

For U.S.-based positions only, the annual base salary range for this role is $187,100.00 - $280,625.00

This position may also be eligible for incentive compensation.

We offer a comprehensive benefits package, including:
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (PTO)
• And additional employee wellness programs

Application Details:
This job posting will remain open until the position is filled.
To apply, please visit the Insulet Careers site and submit your application online.

Actual pay depends on skills, experience, and education.
Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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