Senior Associate Consultant - Social Listening CoE

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.

At Lilly, we believe in the talent of our workforce. One of the best ways to utilize and develop that talent is to use our existing workforce to fill new and/or open positions. If you are looking for a new position within Lilly, you can view and apply to open roles posted in the internal job posting system. You must meet the minimum qualifications outlined in the job description and have/obtain work authorization in the country the position is located in order to be considered. When applying internally for a position, your current supervisor will receive notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying. 

Path/Level: 

P1
Note:  Roles are posted at the lowest level of a band, however, employees should search across all levels of the band to identify all opportunities.  Employees hired on banded positions (ex: P1-P3, R1-R2, B1-B3, etc.) transfer at their current level, despite the level indicated on the job posting.  For example, if a P2 candidate is selected for a P1-P3 banded position, the candidate will remain a P2 in the new role.
 

About the Job

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.

Senior Associate Consultant, Social Listening
Position Overview

At Lilly, we know that delivering positive experiences for our customers – patients, caregivers, health care providers, and payers – is critical to making life better for people around the world. Lilly has created a Global Customer Office (GCO), an integrated, global capabilities organization focused on innovation readiness, content effectiveness and acceleration, removing friction for patients, insights and analytics, leveraging our corporate brand and global communications to support our objectives, and upskilling talent through training and development. With customer expectations evolving faster than ever and new medicines expected to launch in all of our therapeutic areas over the next several years, Lilly has a tremendous opportunity to get our medicines to more patients faster. The Global Customer Office aims to accelerate our reach and scale efforts to help 150 million by 2030.
Customers possess an increasingly digital mindset, and the majority expect real-time answers in their life. The need to engage in digital and social media channels to connect and communicate with consumers continues to grow and become more complex by the day. The Social Media Arena, in particular, is continuously evolving – demonstrated by new entrants in the marketplace, policy updates and user experience (UX) changes to existing platforms, shifts in user loyalty, new ways to use data, design and content creation … all to deliver remarkable and relevant experiences. Amid such a dynamic environment, Lilly recognizes the need to keep a continuous pulse on the social media landscape to ensure we best-in-class as we strive to meet the needs of today’s customers when and where they want to engage with us.
Building on recent Social Media Campaign launch successes, Lilly is reimagining and reinvigorating a Social Media Center of Excellence comprised of Social Care, Social Listening, Capabilities and Social Strategy. This team is charged with formalizing the build of valuable channel-specific marketing expertise, processes, innovation and knowledge-sharing. This will best enable the enterprise to interact with and learn from customers in Social Media as they make important healthcare decisions that impact their lives.

Lilly is looking for a social listening analyst who will be responsible for gaining a deeper understanding of our customers, uncovering valuable insights, and developing actionable recommendations to optimize social media performance for global brand teams. This role will be accountable for owning reporting and insights development for priority brands across global markets, refining key metrics and best practices, and presenting complex analytical reports to internal business teams in a compelling and digestible manner. This position will report directly to the BI&A lead at LCCI with a dotted line into the social listening lead on the US Consumer Marketing Social Media team.

Responsibilities
This role will provide consultative social listening services and deliver strategic social insights to global brand, Medical Affairs, and Clinical Research teams. Responsibilities include strategic storytelling, project management, thought leadership and deep knowledge and use of social media analytic tools.
 

Analytical

• Maintain and update queries, ensuring queries for social listening are pulling relevant information and filtering out spam.
• Synthesize insights from social media data and other digital data sets; creates meaningful insights and clear implications for action.
• Proactively integrate social listening analyses with other customer research and data insights to maximize value and minimize investment for Lilly.

Social Listening Platform & Industry Knowledge

• Working knowledge of social listening platforms such as NetBase, Brandwatch, Sprinklr, Spredfast, Crimson Hexagon, Sprout Social, Meltwater, Hoot Suite, Talkwalker
• Ability to assimilate extensive amounts of detailed data and to see the big picture, providing actionable and influential recommendations.
• Pharmaceutical Industry Knowledge across different geographies and the ability to understand data that could impact Lilly and Lilly brands, what is going on and react quickly.
• Research Skills: Basic knowledge of research methods and statistics, and qualitative research skills including the ability to interpret unstructured data and translate it into actionable insights
• Social Media expertise: stay up to date with the latest social media trends and technologies

Social Listening and Social Monitoring

• Social Listening Experience: Leverage technology to proactively explore and discover insights from online conversations made by users to understand “the why” which can inform strategic decision making. Examples include category analysis, competitive analysis or a brand health analysis.
• Social Monitoring: Leverage social technology to react and respond to topics or specific posts made by users on social networks. Monitoring can tell you the “so what” and enhance brand engagement. Examples include new product launch, campaign launch, crisis management, conference monitoring.

Cross-Functional Work

• Independently research questions or issues. When needed escalate issues for assistance within the broader social listening team.
• Work within the set service level agreements for Global Marketing, Medical and clinical research teams across all brands as prioritized by social listening lead.
• Design, conduct and deliver standard and custom social listening and monitoring reports.
• Ability to recognize opportunities, formulate hypotheses, plan research, identify insights, and drive recommendations relevant to the business goals and objectives.
• Accountable for deciphering what is important and meaningful data and then communicate a concise story in a way that allows the business to make decisions based off of the communicated reports.
• Communicates clearly using dashboards, PowerPoint presentations, or simple text depending on the amount of information that needs to be relayed.

The position will operate in an agile team concept designed to allow flexibility to execute the above job responsibilities as either dedicated, partially dedicated, and/or working for multiple brands across geographies. The incumbent should expect the alignment to a specific brand and/or therapeutic area and/or geography to change based upon business need and the duration of alignment will vary.
Basic Qualifications

• BA/BS degree with a major in marketing, communications, business, IT or other closely related areas
• Experience with at least one of the Social Listening Platforms: NetBase, Brandwatch, Sprinklr, Spredfast, Crimson Hexagon, Sprout Social, Meltwater, Hoot Suite, Talkwalker
• Broad expertise and understanding of digital landscape, digital channels and social media.
• Collaborative in nature and ability to work across multiple functions.
• Ability to respect and work effectively with diverse teams.
• Customer Service mindset.
• 5 to 7 years of experience working in market research or social listening workstreams.
• International language expertise (e.g., French, Spanish, German etc.) is good to have
• Deep understanding of the pharmaceutical and healthcare industry across various geographical markets. Experience working in diverse regions to comprehend cultural nuances.

Additional Skills/Preferences

• Experience gleaning insights that support organizational goals
• Expert knowledge of social media landscape and a strong interest in emerging technologies
• Working knowledge of paid social media tactics
• Naturally curious; inspired by the road less traveled and finding creative solutions that others haven’t considered
• Analytical by nature, but able to translate data into insights with a story telling mentality
• Demonstrated commitment going above & beyond to help business partners or system users in solving problems or finding information

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 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 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