Senior Manager, Customer Analytics Excellence & Governance

Senior Manager, Customer Analytics Excellence & Governance
Location – Hyderabad #LI Hybrid 

Major Accountabilities

• The Senior Manager, AEG serves as the enterprise business owner for patient or customer intelligence frameworks, standards, and governance. 

• This role is accountable for defining how analytics intelligence is structured, governed, standardized, and adopted across the organization.  

• The role establishes common business definitions, decision frameworks, business rules, methodologies, and requirements that enable consistent, trusted, and reusable patient insights across brands, therapeutic areas, and enterprise decision processes. 

Patient / Customer Intelligence Ownership 

• This role will co-own the patient or customer intelligence strategy, standards, business rules, analytics intelligence frameworks, respective KPIs, governance processes, business requirements, and enterprise patient intelligence assets. 

• The role is accountable for defining what patient / customer intelligence capabilities are needed, how they are governed, how success is measured, and how they support enterprise decision making.  

• The SM, AEG will serve as business partner guiding capability intelligence requirements, prioritization, governance, adoption, and value realization. 

Enterprise Analytics Excellence & Roadmap 

• Help define and maintain the enterprise patient intelligence capability strategy and roadmap. 

• Enable alignment of patient intelligence priorities with enterprise analytics, AI, data, and decision intelligence strategies. 

• Identify capability gaps, modernization opportunities, and future-state patient intelligence needs. 

Enterprise Patient Frameworks & Standards 

• Help establish common patient definitions, business rules, KPIs, analytical methodologies, and decision frameworks. 

• Help define and govern reusable patient intelligence assets that scale across brands and therapeutic areas. 

• Standardized approaches for patient opportunity assessment, unmet need identification, care pathway analysis, and patient insights generation. 

Enterprise Customer Frameworks & Standards 

• Help establish common customer, account, HCP, HCO, payer, and network intelligence definitions, business rules, KPIs, analytical methodologies, and decision frameworks. 

• Help define and govern enterprise customer hierarchies, account intelligence standards, affiliation methodologies, engagement intelligence principles, and customer information standards. 

• Standardize customer intelligence approaches that support field orchestration, targeting, deployment, CRM, and commercial decision making.

Patient Intelligence Data Strategy & Stewardship 

• Define business requirements for patient-related data assets, master data, reference data, business rules, and intelligence capabilities. 

• Provide business support for patient intelligence data investigations, business-rule interpretation, KPI validation, and remediation prioritization. 

• Serve as the business steward for patient intelligence definitions, standards, and requirements while SPT retains ownership of technical data strategy, architecture, data engineering, and master data management operations. 

• Collaborate on data investigations, issue resolution, stakeholder communications, and remediation activities impacting patient intelligence capabilities. 

• Support business validation, user acceptance testing, and successful adoption of patient-related data products and capabilities. 

Customer Intelligence Data Strategy & Stewardship 

• Help define business requirements for customer, account, HCP, HCO, payer, network, affiliation, reference, and master data assets required to support customer intelligence capabilities. 

• Provide business support for customer data investigations, business-rule interpretation, KPI validation, stakeholder communications, and remediation prioritization. 
• Serve as the business steward for customer intelligence definitions, standards, and requirements while SPT retains ownership of technical data strategy, architecture, data engineering, and MDM operations.
• Support business validation, user acceptance testing, and successful adoption of customer-related data products and capabilities.

Patient Intelligence Portfolio & Prioritization 

• Partner with business stakeholders, SPT, Analytics Product, Medical, Market Access, Precision Health, and analytics teams to evaluate, prioritize, and sequence enhancement requests, data investments, and capability improvements. 

• Establish governance processes for intake, prioritization, trade-off decisions, and value realization. 

• Support to ensure patient intelligence investments align with enterprise priorities, strategic objectives, capacity constraints, and business value. 

• Evaluate emerging business needs, data opportunities, and technology capabilities to inform future roadmap decisions. 

Customer Intelligence Portfolio & Prioritization 

• Help establish governance processes for intake, prioritization, trade-off decisions, and value realization. 

• Support to ensure customer intelligence investments align with enterprise priorities, strategic objectives, capacity constraints, and business value. 

• Evaluate emerging business needs, data opportunities, and technology capabilities to inform future roadmap decisions.  

• Serve as the business partner of the customer intelligence capability backlog, ensuring priorities, requirements, and delivery plans remain aligned to evolving business needs. 

• Participate in agile planning, release governance, and roadmap reviews to ensure delivery teams are focused on the highest-value business outcomes. 

Business-to-Product Translation 

• Help translate priority business questions into analytics, data, AI, technology, and workflow requirements. 

• Support traceability from business objectives through capability design, implementation, adoption, and value realization. 

• Support integrated business and technology roadmap planning. 

• Help translate prioritized business needs into well-defined epics, features, requirements, and capability enhancements suitable for agile delivery teams. 

Governance, Adoption & Value Realization 

• Establish governance processes, decision rights, ownership models, and review mechanisms for patient intelligence capabilities. 

• Monitor adoption, utilization, conformance, and business value realization. 

• Enable continuous improvement and maturity of enterprise patient intelligence capabilities. 

Patient Opportunity & Precision Health Enablement 

• Enable enterprise understanding of patient opportunity, unmet need, patient journeys, and care pathways. 

• Support the evolution of compliant patient identification, patient finding, and precision health capabilities through clear business requirements, standards, and governance. 

• Enable patient intelligence capabilities to effectively support future commercial and clinical decision making. 

Data Stewardship, Issue Resolution & Business Communications 

• Partner with the SPT Data Strategy, Data Engineering, and Analytics Product teams to identify, prioritize, resolve, and communicate patient data quality, availability, and business-rule issues. 

• Support business assessment of data defects, impacts, root causes, and remediation priorities. 

• Ensure timely stakeholder communication regarding material data issues, enhancements, releases, and capability changes. 

• Coordinate business validation, user acceptance testing, and readiness activities for patient intelligence data assets and related capabilities. 

• Monitor ongoing data health, quality trends, and adoption challenges, escalating risks and driving corrective actions as needed.

Minimum Requirements

Education: Bachelor’s degree required. Advanced degree in Business, Analytics, Data Science, Engineering, Life Sciences, Public Health, or a related field not mandatory but preferred. 

• 8+ years of leadership experience in analytics, insights, decision intelligence, commercial strategy, capability management, or business transformation. 

• Proven success translating enterprise strategy into integrated analytics or decision-intelligence capability roadmaps and measurable outcomes. 

• Experience establishing governance, operating models, decision rights, portfolio practices, and value-realization frameworks. 

• Experience leading analytics modernization, automation, AI adoption, process transformation, or operating-model change. 

• Demonstrated ability to translate business priorities into integrated analytics, data, AI, product, and technology plans. 

• Strong track record partnering with senior business and technology leaders in complex matrix organizations. 

• Experience with commercial analytics, field effectiveness, CRM-enabled capabilities, customer engagement, or field-orchestration analytics. 

• Experience leading and developing senior talent and globally distributed teams. 

Essential Requirements

• Enterprise analytics and capability strategy execution 

• Integrated business capability architecture 

• Executive governance and decision-right design 

• Enterprise portfolio and investment oversight 

• Business-to-product translation 

• Analytics modernization and operating-model transformation 

• Field-orchestration analytics and decision-support capabilities 

• Executive communication, influence, and conflict resolution 

• Global operating-model leadership 

• Responsible AI, data governance, privacy, and risk management 

• Talent and succession leadership 

Preferred Skill Sets 

• Pharmaceutical, biotechnology, life sciences, or healthcare experience. 

• Experience serving as executive business owner or sponsor for enterprise analytics, digital, AI, CRM, or customer-engagement capabilities. 

• Experience with AI-enabled analytics, intelligent automation, decision intelligence, next-best-action, or field-orchestration analytics. 

• Experience leading enterprise transformation and capability-adoption programs. 

Success Measures

• Increased adoption and reuse of enterprise patient and customer intelligence frameworks, standards, and capabilities. 

• Improved consistency, quality, and trustworthiness of patient, customer, account, HCP, HCO, payer, and network intelligence assets. 

• Enhanced visibility into patient opportunity, unmet need, care pathways, and patient outcomes. 

• Strong alignment between patient and customer intelligence priorities and SPT Data Strategy, MDM, CRM, and analytics product roadmaps. 

• Reduced duplication of patient and customer analytics, business rules, definitions, and data assets. 

• Delivery of scalable patient and customer intelligence capabilities that improve decision quality and business outcomes. 

• Prioritized patient and customer intelligence roadmap delivered against strategic business objectives.  

• Stakeholder satisfaction with intake, prioritization, governance, and delivery processes. 

Location: Hyderabad NKC | Hybrid | 3 days a week in office is mandatory.