Associate Director, Customer Analytics & Insights

LOCATION: Hybrid – 8 days a month in the office (Chicago, Indianapolis, Waltham, Dallas, Philadelphia, Kennesaw

OVERVIEW

Direct engagement and conversations that provide insights with our customers is key to the success of this role. As a business analysis associate director, you will lead a team of business analysts to create and optimize the way our product and customer success teams analyze use of our products and present insights to our customers.  Your primary role will be to transform the vast data assets of UpToDate, Lexidrug and Patient/Member Engagement into actionable insights for our internal teams and external customers.

You will provide expert guidance to the business analysis team and meet directly with customers. Your work will help drive product and engineering decision-making.  You will also lead the way in which we use data to communicate with our customers across all levels, from individual users to health system executives.

This role supports all products within the CDSP, International and PHT segments.

RESPONSIBILITIES

• Lead translating what value means for our customers into actionable analytics
• Engage with customers directly on analytical insights to hear feedback and continuously improve.  Customer conversations should be a huge part of daily activities.
• Continuously evaluate analytics and reporting for product, customer success and customers to ensure insights are easily interpreted and value is evident
• Partner with innovation teams as new features are brought into the product to ensure that product, customer success and customers will have the right insights into adoption and the value of new features
• Manages team of business analysts to respond to cross-segment data needs
• Drives development of new data models as required to support the product direction
• Lead with a customer-centric view
• Test analytics directly with customers to ensure they meet needs
• Fully understand the value and outcomes of new product releases so that can be reflected in analytical insights
• Partner with user-facing teams to advise on playbooks based on analytical insights produced by the business analytics team
• Develop process analyses, end to end process mappings and identifies opportunities for improvement.
• May track, maintain and provide current information on business operations.
• Contribute to the development of functional data and analytics strategy
• Provide expert analysis and present strategic insights to executive leadership.
• Ensure that strategic business recommendations are successfully executed and monitored for impact.
• Skills: Expert data analysis: deep expertise in data analytics and insights generation.
• Process innovation: advanced skills in process design and optimization.
• Executive communication: excellent presentation and communication abilities.  Can present to customers and to internal teams with ease
• Strategic project management: capability to lead and manage high-impact projects.
• Advanced analytical tools: general familiarity with Power BI and/or comparable analytics platforms.  Understanding of impact of database structure on analytic capabilities.
• Business strategy: deep expertise in aligning analytics with business strategy.
• Critical leadership: strong analytical, problem-solving, storytelling, and leadership skills.
• Other Duties
• Participates in department meetings; provides updates, insights, and discussion topics proactively.
• Develops personal development plans and demonstrates progress toward goals.
• Performs other duties as assigned.

QUALIFICATIONS

• Education: Bachelor’s degree in related field, specialized training, or equivalent work experience.
• Experience: 8+ years of experience in business analytics or customer success/delivery of analytics products to customers
• Other Knowledge, Skills, Abilities or Certifications: Demonstrated experience working with new features, early-stage products, or pilots / beta programs
• Experience translating product capabilities into real customer workflows and implementation approaches
• Strong ability to engage directly with customers to understand workflows, challenges, and adoption behavior
• Exceptional written and verbal communication skills, with the ability to: present to senior stakeholders; facilitate cross-functional alignment; clearly articulate tradeoffs and recommendations
• Clinical or provider/healthcare segment expertise strongly preferred
• TRAVEL: Up to 10% travel; as needed based on customer needs and internal meetings
• Our Interview Practices
• To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
• Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Additional Information :

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.