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HOW MIGHT YOU DEFY IMAGINATION?You’ve worked hard to become the professional you are today and are now ready to take the next step in your career. How will you put your skills, experience and passion to work toward your goals? At Amgen, our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies, reaching over 10 million patients worldwide. Come do your best work alongside other innovative, driven professionals in this meaningful role.Senior Customer Insights ExpertLiveWhat you will doLet’s do this. Let’s change the world. Amgen is looking for a Senior Customer Insights Expert to design, implement, analyze, and interpret customer research to uncover insights that will inform new ways to improve customer experience and increase the breadth of our influence in the market. The Senior Customer Insights expert will also lead a multi-functional team to translate these insights into early prototypes, designs, experiences, etc for consideration and business approval. Our insights work is a critical part of how Amgen will uncover new sources of value for our customers and increase competitive advantage. The ideal candidate will be intellectually curious and inquisitive with a genuine passion for problem solving. A strong desire to improve patient's lives, demonstrated quantitative and analytical abilities, excellent interpersonal and presentation skills, multi-functional leadership experience, and the ability to think quickly on one's feet are also critical for success.Responsibilities:
Lead large scale design thinking projects from research (empathy interviews, advisory boards, etc) to ideation and test
Translate insights into early user/partner needs and opportunities
Lead and mobilize multi-functional teams through the processes required to unearth, digest, and take action on new insights
Operationalize new processes that may be necessary to ensure the continuous and rapid influx of customer data and execution of new customer research
Put together Business Proposals that document new product/service ideas and the data that support it
Manage external research vendors (Proposal, onboarding, deliverables, etc)
Communicate/present to/engage with internal partners in various functions and levels of management
Build customer journey maps
Manage team budget
WinWhat we expect of youWe are all different, yet we all use our unique contributions to serve patients. The dynamic professional we seek is an individual with these qualifications.Basic Qualifications:Doctorate degreeOrMaster’s degree and 3 years of industry and/or consulting and multi-functional leadership experience, with a focus on customer research, product design, and/or quantitative analytics and insight generationOrBachelor’s degree and 5 years industry and/or consulting and multi-functional leadership experience, with a focus on customer research, product design, and/or quantitative analytics and insight generationOrAssociate’s degree and 10 years industry and/or consulting and multi-functional leadership experience, with a focus on customer research, product design, and/or quantitative analytics and insight generationOrHigh school diploma / GED and 12 years industry and/or consulting and multi-functional leadership experience, with a focus on customer research, product design, and/or quantitative analytics and insight generationPreferred Qualifications:
10+ years industry and/or consulting and multi-functional leadership experience, with a focus on customer research, product management, and/or quantitative analytics and insight generation
Worked in Consumer Insight at the brand or category level for a global biotech company
Operated in a research/analytics/insights role
Worked as a consultant or customer research/insight specialist for one of the large/global or premium/specialized consulting firms
Demonstrated expertise across a wide range of research & customer engagement techniques
Experience with customer journey mapping (including pain point identification), particularly as it relates to journey improvement
Sufficient knowledge and experience with qualitative research
Previous consulting experience
Experience using design thinking methodology
Design Controls experience
Detailed experience with Design Thinking (Empathy Interviews/Prototype/Test), Low Fidelity Prototypes/Designs, Storyboards, Analytical Tools, Data Analysis, Customer Research & collaboration Techniques (In person and Virtual), Workshop Leadership, Mentorship experience
ThriveWhat you can expect of usAs we work to develop treatments that take care of others, we also work to care for our teammates’ professional and personal growth and well-being.Amgen offers a Total Rewards Plan comprising health and welfare plans for staff and eligible dependents, financial plans with opportunities to save towards retirement or other goals, work/life balance, and career development opportunities including:
Comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts.
A discretionary annual bonus program, or for field sales representatives, a sales-based incentive plan
Stock-based long-term incentives
Award-winning time-off plans and bi-annual company-wide shutdowns
Flexible work models, including remote work arrangements, where possible
Apply nowfor a career that defies imaginationObjects in your future are closer than they appear. Join us.careers.amgen.comAmgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
