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.
At Lilly, we believe in the talent of our workforce. One of the best ways to utilize and develop that talent is to use our existing workforce to fill new and/or open positions. If you are looking for a new position within Lilly, you can view and apply to open roles posted in the internal job posting system. You must meet the minimum qualifications outlined in the job description and have/obtain work authorization in the country the position is located in order to be considered. When applying internally for a position, your current supervisor will receive notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.
Path/Level:
P1-P3
Note: Roles are posted at the lowest level of a band, however, employees should search across all levels of the band to identify all opportunities. Employees hired on banded positions (ex: P1-P3, R1-R2, B1-B3, etc.) transfer at their current level, despite the level indicated on the job posting. For example, if a P2 candidate is selected for a P1-P3 banded position, the candidate will remain a P2 in the new role.
Position Overview:
The Consumer Services Hub (CSH) is a center of excellence for US patient services and customer support. Our responsibilities include the design and execution of industry-leading, multi-channel customer support solutions and services that enable better patient outcomes and help Lilly achieve business objectives. Members of CSH should deeply understand customer needs and the healthcare ecosystem, and all are expected to contribute to our purpose of connecting people to Lilly products and solutions. Together, we are accountable for an end-to-end support ecosystem of solutions that minimize abandonment, increase adherence and persistency, and deliver industry-best customer experiences.
The Consumer Capabilities Analyst is responsible for translating business needs into effective capabilities that advance the organization’s consumer priorities. The role builds practical expertise in assigned capabilities by drafting and refining requirements, developing and executing test scenarios, and socializing change. Through this work, the role helps improve patient outcomes, strengthen end-user experiences, enhance execution quality, and increase efficiency across supported platforms and capabilities.
Key Responsibilities:
Serve as the business subject matter expert (BSME) for assigned capabilities, bringing day-to-day process knowledge and utilization expertise to technology and operations teams.
Groom and draft business requirements that translate a business problem into clear, testable statements that can be approved without extensive follow-up.
Translate complex business and technical concepts between stakeholders, ensuring requirements are understood clearly enough on both sides that what gets built meets the actual business need without compromising quality or compliance standards
Build test scenarios and support the coordination and execution of user acceptance testing, documenting results for formal acceptance.
Support change management activities tied to capability enhancements, helping end users adopt new functionality.
Execute ongoing monitoring and measurement of capability performance, surfacing trends and issues.
Support Capability Leads in preparing…