Associate Director - Capability Monitoring, Consumer Success

Role: Service and experience issues investigator within Lilly's Capability Monitoring of the Consumer Services Hub (CSH), focused on proactive detection and systemic resolution across customer care, reimbursement, payment, and pharmacy services. Responsibilities: conduct end-to-end investigations from signal to root cause, document findings in a rigorous manner, prioritize escalations, respond to incoming issues, monitor market concerns, and collaborate with capability owners for validation and remediation. Maintain service dashboards and support governance processes; extend coverage to new capabilities and identify systemic patterns for escalation. Requirements: Bachelor's Degree, minimum 3 years in consumer services, customer experience, or quality monitoring; experience with investigations and evidence-based documentation. Preferences: background in business, health sciences, or related fields; familiarity with customer care, reimbursement, or pharmacy operations; AI tool proficiency; keen attention to detail. High-value specifics: role supports multiple TA channels, working in an agile environment with shifting priorities; travel 5-10%, based in Indianapolis; operational scope spans across all channels and brands, emphasizing systemic issue resolution and proactive monitoring.