Senior Director - Europe Medical Information & Contact Center Lead

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.

Eli Lilly Cork is made up of a talented diverse team of over 2000 employees across 60 nationalities who deliver innovative solutions that add value across a variety of Business Service functions including Finance, Information Technology, Medical, Clinical Trials and more. Eli Lilly Cork offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. Inhouse People Development services, Educational Assistance, and our ‘Live Your BEST Life’ wellbeing initiatives are just some of the holistic benefits that enhance the career experience for our colleagues.

Eli Lilly Cork is committed to diversity, equity and inclusion (DEI). We cater for all dimensions ensuring inclusion of all ethnicities, nationalities, cultural backgrounds, generations, sexuality, visible and invisible disabilities and gender, with four pillars: EnAble, embRACE, LGBTQ+ & Ally and GIN-Gender Inclusion Network. EnAble, our pillar for people with disabilities and those that care for them, partners with the Access Lilly initiative to make our physical and digital environment accessible and inclusive for all. Together they are committed to promoting awareness to create a disability confident culture both at Eli Lilly Cork and beyond.

Come join our team - Be Creative, Be an Innovator, and most of all, Be Yourself!

Role Overview

This is a transformational leadership role at the forefront of how Lilly delivers medical information across Europe. The Senior Director of European Medical Information & Contact Center Lead is accountable for the full lifecycle of medical information services — from how scientific content is localized to how it is delivered to healthcare professionals & patients across 15+ markets through digital-first channels and a multilingual contact center. This role will report to the AVP- Global Medical Information & Contact Center Transformation Leader.

The successful candidate will bridge deep scientific credibility with modern digital thinking, delivering medical information in new ways at scale through maximizing all digital channels to answer customers questions how customers want to receive them while maintaining the quality of the scientific answers. This role is pivotal in defining the future of how the organization communicates medical information at growing scale of Lilly’s growth trajectory — compliantly, rapidly, and in the language and channel of the customer's choosing.

Key Accountabilities

1. Strategic Leadership

• Define and execute a multi-year Medical Information strategy for Europe, aligned to global Medical Affairs and Global medical information strategy to execute locally delivering a frictionless customer experience when answering customers’ questions.

• Champion a digital-first MI philosophy: ensuring AI-ready content underpins all inquiry responses across every channel (digital + EU Med Info Contact Center)

• Ensure strong awareness and pulse across the multi-country ecosystem, including health systems and market access to ensure relevant information is considered within capabilities to drive value for the customer.

• Build and maintain a European MI governance model that balances global consistency with local regulatory, language, and cultural requirements

• Champion the value & impact (through data) of Medical Information across the affiliates & EU Med Affairs leaders

• Serve as the EU subject matter expert on the future of Medical Information — ensuring an inspection ready organization that can still transform into the digital era

• Demonstrate excellent partnership across multi-cross functional stakeholders to deliver a seamless experience, including partnership with Medical Directors, CPQA, Global Patient Safety, and Commercial to align on integrated customer engagement strategies.

• Delivers a strong change management plan- leading across own team, cross functional partners and affiliates to continuously meet the needs of the customer working in different ways.

2. Digital-First Content

• Enable automation & continuous process improvement to content creation that enables rapid, consistent, and compliant MI responses across digital and human-assisted channels at the localized level to support the EU marketplace- ensuring content is findable across LLMs, integrated into prioritized digital channels and is available for human agent support.

• Establish European content governance: review cycles, version control, translation management, and country-level adaptation frameworks that aligns with global process & platforms while ensuring answers are provided where needed.

• Partner with Global Medical Information for localize and regionalize global content assets, ensuring scientific accuracy and regulatory alignment in each market.

• Demonstrates deep knowledge of the evolving digital health and regulatory landscape — spanning EMA/UK/Swiss digital strategy, national digital health frameworks, and HTA/market access dynamics — to make informed decisions on digital content strategy, prioritise innovation investments, and ensure all digital initiatives are scientifically credible, regulatory-ready, and commercially relevant

3. Digital Channel Operations & Transformation

• Own the end-to-end digital MI channel strategy for Europe: self-service portals, HCP-facing virtual assistants, and additional channel activation that will deliver better customer experiences & operational efficiencies

• Lead the operational deployment and continuous improvement of AI-powered inquiry response tools, ensuring EU AI Act compliance (transparency disclosures, human oversight, audit logging).

• Partner with the Global Unified Experience team, IT, and Contact Center COE teams to define product roadmaps for MI digital tools — acting as business owner and key stakeholder to deliver on Europe needs.

• Drive adoption of omnichannel MI delivery: ensuring consistent, connected experiences whether an HCP engages via portal, email, chatbot, phone, or field Medical Science Liaison (MSL).

• Ensure all digital channels comply with applicable EU regulations and country-specific pharmaceutical advertising and information codes.

4. Multilingual Contact Center Leadership

• Provide strategic and operational oversight of the European Medical Information Contact Center, supporting inbound scientific inquiries across 15+ countries and multiple languages aligned to the ACE strategy to deliver up to 70% of answers digitally while ensuring human agents are there to support the complex medical information inquires when customers are looking to Lilly for answers.

• Partner closely with the COE to align to global standards while ensuring adoption & implementation of key enablement and capabilities to deliver on the contact center transformation for Europe.

• Own contact center vendor strategy: managing relationships with outsourced MI service providers, ensuring contractual compliance, quality standards, pharmacovigilance adverse event capture, and SLA performance when vendors are needed

• Define escalation pathways from automated digital responses through to contact center agents and, where needed, to Medical Science Liaisons or Medical Directors.

5. People Leadership & Organizational Development

• Lead, inspire, and develop a high-performing team which demonstrates a growth mindset & agility to adjust to marketplace needs

• Build a team culture that values scientific rigor, customer empathy, digital curiosity, and continuous improvement.

• Recruit and develop talent at the intersection of medical/scientific expertise and digital/data literacy

• Foster a psychologically safe environment that embraces change, experimentation, and learning from failure as the function undergoes digital transformation.

• Champion diversity and inclusion across the European team, recognizing the strategic value of cultural and linguistic diversity in a pan-European operation.

6. Insights, Analytics & Continuous Improvement

• Build a data-driven MI function: leveraging inquiry analytics, trend analysis, sentiment data, and digital engagement metrics to generate actionable medical insights.

• Establish regular insight reporting to Medical Affairs leadership: surfacing emerging HCP questions, unmet information needs, safety signals, and competitive intelligence embedded in MI inquiry patterns.

• Lead the adoption of AI and advanced analytics tools to drive efficiencies to continuously deliver on increasing demands.

• Drive measurement of content quality, self-service containment rates, and first-contact resolution as KPIs for content effectiveness.

• Define and monitor digital channel KPIs to ensure channel strategies are meeting the needs of the customers.

Qualifications & Experience

Required

• Advanced degree in life sciences, pharmacy, medicine, or related field (PharmD, PhD, MD)

• 7+ years of progressive pharmaceutical industry experience, including a minimum of 3 years in leadership roles within Medical Information, Medical Affairs (or a closely adjacent function such as Clinical Development or Global Scientific Communications)

• Experience managing large, matrix organization

Preferred

• Strong communication skills- ability to simplify the complex across stakeholders and leadership

• Direct experience with AI/GenAI implementation in pharmaceutical content, Medical Affairs, or customer engagement contexts.

• Track record of leading digital transformation initiatives within Medical Affairs or Medical Information

• Demonstrated experience partnering and influencing across a multi-cross functional set of stakeholders

• Demonstrated ability on leading through transformation building strong adoption and data driven impact

• Experience working within a global-local matrix, balancing global standardization with local market adaptation across diverse European affiliates.

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 does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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 may also 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 pension plan; vacation benefits; eligibility for healthcare benefits; flexible benefits (if applicable) 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.

About Us

At Lilly we strive to ensure our employees are part of a team that cares about them and our shared purpose of making life better for those around the world. How do we do this? We continue to look for ways to include, innovate, accelerate and deliver while maintaining integrity, excellence and respect for people.​ We hope that you seek to join us on our journey as we create medicine and deliver improved outcomes for patients across the globe!

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