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Customer Insights Manager, Continence Care

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Date: Sep 22, 2022

Location: Libertyville, IL, US

Company: Hollister Incorporated

We Make Life More Rewarding and Dignified

Location: Libertyville 
Department: Law 


We are on a journey to derive insights and value from customer and market data created by our businesses, from external sources, and across multiple data sources.  In this role, you have the opportunity build on a strong foundation of customer centric decision making to further advance our customer insights & market analytics capability within an established company that is mission-focused on making life more rewarding and dignified for people who use our products and services.


The Customer Insights Manager will lead and develop the insights and analytics related to a primary patient group across product and service businesses globally.  This position serves as an insights leader critical to driving the success of the Strategy & Insights team, whose goal is to drive actionable strategy & insights for profitable growth. The position must understand the respective market (Ostomy or CC) from a Hollister and KMT perspective as the position functions at the JDS level and must have an enterprise viewpoint.


This individual will provide strategic and actionable insights to business partners, will actively collaborate and create meaningful results with other members of the Strategy & Insights team, build synergy with other cross functional teams, and continuously partner with the global operating units to meet their needs.  Directly influences business growth and decisions through market research, fact based analysis, critical thinking, customer insights, business knowledge, and partners with local units to drive to high impact execution. Hollister Incorporated is operating in a hybrid working environment.



Owns Customer Insights for Ostomy/ Continence Care

  • Effectively partner with Business Teams, Global Marketing Brand Teams, Market Access, R&D, Clinical Affairs, and cross-functional business partners to remain aligned and contributing key insights to drive value for the business
  • Lead primary and secondary market research needs related to the product line, develop research methodologies, select research vendors, and manage vendor relationships (including contracting, negotiations, scoping, project management, invoicing)
  • Delivers value-added research and insights to support key planning functions including Board of Directors reports, the Operating Committee, Business Strategy Meetings and the Strategic  Plan
  • Effectively communicate customer insights and recommendations to drive to decisions

Fuel customer insights into new product development

  • Lead customer insights scouting and market assessment to identify valuable opportunities for new product development; recommend to Business Team and P3 for portfolio prioritization in partnership with innovation management office
  • Lead insights and analytics for new product development from product concept stage through the selection of the selected product design to launch. Insights & Analytics activities include trend analysis, primary and secondary market research, customer profiles or segmentation, competitive intelligence, and scenario analysis.
  • Partner closely with the product marketing manager, R&D, Market Access, Clinical Affairs, and the new product development core teams
  • Support new product sales forecasts, launch tracking, and provides general end user, customer and product knowledge

Partner with Global Business Team and Marketing to address strategic insights needs

  • Partner with Business team leadership for strategy development, customer and market insights needed to drive decisions, and to help shape agenda for future business team priorities
  • Define market research and customer insights needs with global marketing aligned to strategic priorities and global programs;  customer insights manager to deeply understand business priorities, strategeies, be an integral partner to brand team, and help shape agenda for future programs
  • Lead and develop annual insights plan aligned to marketing plan to improve promotional efforts, test ad campaigns, maximize launch success, monitor post launch performance, and fill knowledge gaps for brand team leadership in an integrated manner
  • Build customer insights and share market knowledge to improve delivery of customer programs
  • Regularly synthesize and share customer insights and develop recommendations on the implications to current and future initiatives

Communicate insights and build customer insights capability for JDS

  • Share relevant insights on an ongoing basis
  • Maintain best practices for insights development and offer training for associates across JDS
  • Build insights vendor list for use across JDS
  • Build tools and techniques for gaining and maintaining insights (e.g., iConnect, Knowledge Mgmt)
  • Support cross-category or cross-functional initiatives, as requested



  • Must be able to travel up to 25% of the time. 
  • Must be able to do market research in healthcare facilities and end user residences, if needed
  • Number of Overall Years Necessary: 8-12
  • 8 or more years of overall business experience or 3 years of experience with an advanced degree relevant to the job function (e.g., MBA, Analytics)
  • Prefer at least 4 years of market research, marketing analytics, or management consulting experience
  • Medical device or healthcare experience required
  • At least 4 years’ experience managing global and/ or cross functional projects
  • 2 or more years managing market research vendors and a market research budget
  • Proficiency in Excel and prefer some experience with data visualization tools, including PowerBI
  • B.S. Marketing, Economics, Market Research, Psychology, Statistics / Statistical Analysis or related analytical or technical discipline with extensive course-work in market research
  • MBA or advanced degree strongly preferred
  • Strategic-minded thinking and collaborative
  • Strong relationship management, leadership, and communication skills required.
  • Ability to leverage data, analytics, and research to develop actionable insights & recommendations.
  • Proven track record of producing results in a matrix or global environment
  • Healthcare experience necessary; Ostomy or continence care/rectal irrigation experience highly desired.
  • Distributor experience desired.
  • Fluency in English required.  Fluency in European language helpful but not required.
  • Possess strong understanding of the broad healthcare environment and medical devices to identify and proactively address opportunities and threats and healthcare business environment (e.g., payors, distributors, clinicians, patients, reimbursement, regulations)
  •  Ability to travel ~ 25% to meet with local country business teams, customers, and participate in professional conferences


You must be fully vaccinated for COVID-19 in order to be considered for this position. 


Our Total Rewards package in aggregate is above market and includes competitive pay, generous paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, generous retirement savings, and a unique Benefit of Employee Share Ownership Program (BESOP).


Hollister Incorporated is an independent, employee-owned company that develops, manufactures, and markets healthcare products worldwide. The company develops and manufactures products for ostomy care, continence care and critical care, and also develops educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, it has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider Inc (JDS Inc), a 100 year old company. Hollister is guided by the shared Mission of JDS Inc, to make life more rewarding and dignified for people who use its products and services. 

Hollister is an EO employer – M/F/Veteran/Disability

Job Req ID: 30642

Job Segment: Product Development, Relationship Manager, Market Research, Marketing Manager, Research, Customer Service, Marketing