Associate Director, Social Listening & Insights – Digital Engagement

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.

In today’s dynamic digital environment, understanding the voice of the customer in real time is critical to delivering meaningful, personalized experiences that improve health outcomes. As part of Lilly’s Global Social Media Center of Excellence (CoE) —a key pillar of the Digital Engagement and Creative Capabilities organization— the Director of Social Listening and Insights will lead the enterprise-wide strategy for social listening, ensuring Lilly remains deeply attuned to the evolving needs, perceptions, and conversations of patients, caregivers, healthcare providers, and the broader public.

Reporting to the Senior Director of Social Media CoE, this role will be responsible for scaling a best-in-class social listening capability that integrates advanced analytics, AI, and automation to surface actionable insights. These insights will inform enterprise strategy, brand planning, content development, and customer engagement across therapeutic areas and geographies.

The Director will lead and mentor a highly motivated team of social listening experts based in the U.S. and India—fostering a practice of collaboration, innovation, and continuous learning. This leader will ensure the team is equipped to deliver timely, compliant, and impactful insights that drive strategic decision-making across the enterprise.

In close collaboration with Digital Engagement, Global Brand, Corporate Affairs, Medical, and Market Research teams, the Director will embed social intelligence into the fabric of how Lilly listens, learns, and leads in the social space—transforming real-time data into strategic foresight that drives impact for our customers and our business.

The Director of Social Listening and Insights will lead Lilly’s global social listening strategy, driving innovation to deliver actionable insights that shape brand, content, and engagement strategies. This role will coordinate a high-performing, cross-regional team and lead vendor collaboration to ensure scalable, compliant, and impactful listening capabilities. As a key leader within the Digital Engagement and Creative Capabilities organization, the Director will champion the voice of the customer across the enterprise and help position Lilly as a leader in social intelligence.

• Lead Strategy & Vision: Drive Lilly's global social listening strategy in alignment with the Digital Engagement and Creative Capabilities organization, serving as the enterprise SME and championing the value of social intelligence across teams.
• Insight Oversight & Actionability: Review and validate social insights to ensure they are clear, relevant, and actionable – enabling cross-functional teams to make informed, strategic decisions. Establish forward-looking critical metrics and benchmarks that demonstrate measurable impact and cultivate data-driven innovation.
• Innovation & Technology: Orchestrate the evolution of social listening capabilities through AI, machine learning, and automation—enhancing speed, precision, and foresight in how Lilly anticipates and responds to customer needs.
• Team Leadership: Lead and mentor a cross-regional team of skilled social listeners, fostering an innovation, excellence and continuous learning.
• Vendor & Platform Management: Lead all aspects of vendor relationships and platform performance, ensuring tools and services are optimized, compliant, and meet business needs.
• Cross-Functional Collaboration: Partner closely with leads across Social Care, Social Strategy and Capabilities to coordinate, ensure consistent reporting frameworks and find ways to embed social insights into brand strategy and campaign planning. Collaborate across Content, Creative, Web, Search Tech@Lilly and Market Research into broader customer intelligence efforts.
• Compliance, Ethics & Governance: Lead with integrity by ensuring all social listening practices meet evolving legal, privacy and pharmacovigilance standards. Build scalable, ethical frameworks that support responsible AI and data use.
• External Engagement & Thought Leadership: Represent Lilly in industry forums, supply thought leadership, and stay ahead of platform trends, audience behaviors, and regulatory shifts.

• Bachelor's degree 5 years of experience in social listening, digital analytics, or customer insights
• Qualified applicants must be authorized to work in the United States on a full-time basis. Lilly will not provide support for or sponsor work authorization and/or visas for this role.

• Confirmed experience leading and developing high-performing teams, including running a "team of teams" across geographies (e.g., U.S. and India), vendors, and internal collaborators.
• 3 years in a leadership role leading cross-functional or global teams.
• Background in digital marketing, connecting social intelligence to broader digital engagement strategies and performance metrics.
• Proficiency in enterprise social listening platforms (e.g., Sprinklr, Meltwater, Quid) and integration with other data sources such as CRM, web analytics, and market research.
• Outstanding executive communication and storytelling skills, thus influencing senior leaders and cross-functional partners.
• Experience in healthcare, pharmaceuticals, or regulated industries.
• Strong background in data analytics and visualization, with the ability to translate social data into actionable insights.
• Experience in influencing C-suite decisions through data storytelling and strategic recommendations.
• Experience working with global teams and multilingual data sets.
• Deep understanding of current trends, standard methodologies, and technologies in social media. Knowledge of Social Networks (TikTok, Reddit, Facebook, Instagram, YouTube, LinkedIn, X, etc.).
• Thrives in complex, dynamic, changing environment and ambiguity.
• Familiarity with content strategy, digital engagement, and creative development.
• Passion for innovation and customer-centric storytelling.

• Position Location: Indianapolis
• Remote work may be considered for this role

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 is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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