Associate Director - Capability Monitoring, Consumer Success

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.

Overview This role sits within the Capability Monitoring function of the Consumer Services Hub (CSH) and is responsible for the hands-on, end-to-end investigation of service and experience issues surfaced across the CSH capabilities such as Customer Care, Reimbursement Services, Payment Services and Pharmacy Services. The Capability Monitor routinely monitors and tests the capability experiences to proactively identify possible gaps or issues and drive systemic fixes with service-line owners, vendors, and TA partners.

Monitor digs into individual escalations and recurring signals, documents root cause, and produces the evidence base that the Capability Monitoring Leader (P5) uses to drive systemic fixes with service-line owners, vendors, and TA partners. This position reports directly to the Capability Monitoring Leader (P5). This position's scope spans investigation work across all channels and all LUSA TAs and brands, rather than a single therapeutic area or brand. The nature of this business is agile, and the person in this role should expect priorities, partnerships, and capabilities to shift based upon business need. The proportion of the below responsibilities for this position will flex dynamically based on evolving business needs, but will include:

Conduct end-to-end monitoring of assigned service and experience issues across core Consumer Services Hub (CSH) capabilities tracing each from initial signal to root cause. Document findings, evidence, and root-cause analysis in a consistent, defensible format that can withstand scrutiny from service-line owners and senior leadership. Maintain independence and rigor in testing and investigation work, ensuring findings are not filtered or softened by service-line incentives. Triage and prioritize assigned escalations by severity, escalating urgent or systemic patterns to the Capability Monitoring Leader promptly. Serve as a front-line responder to incoming escalations, working directly with their assigned capability owners to drive individual cases to resolution. Monitor market-level and field-level concerns (e.g., HCP or patient complaints, field team feedback, social/media signals) to identify emerging issues before they escalate into broader patterns. Synthesize escalation and market-concern trends into clear, timely updates for the CSH Capability Monitoring Leader and relevant TA partners. Partner with capability onwers to validate issues, confirm remediation, and verify fixes prevent recurrence, while being mindful of added burden on smaller partners. Contribute to and help maintain service-level dashboards spanning their assigned capability ensuring data underlying investigations is accurate and current. Support intake and defect-log tooling, RACI, and governance mechanics for the Capability Monitoring function, flagging process gaps as the function scales. Extend investigation and monitoring coverage into additional capability areas as they come online (e.g., Payment Monitoring), applying the same evidence-based methodology. Identify recurring or systemic patterns across investigations and escalate them, with supporting evidence, to the Capability Monitoring Leader for prioritization. Represent investigation findings in relevant governance forums and with cross-functional partners. Basic