Description
About Norstella
Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives.
Norstella unites market-leading brands - Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients:
- Accelerate the drug development cycle
- Assess competition and bring the right drugs to market
- Make data driven commercial and financial decisions
- Match and recruit patients for clinical trials
- Identify and address barriers to therapies
Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella's investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs.
Job Description
This Senior Analyst role will act as the analytical owner of Ask the Analyst (ATA) and Intercom-derived data. The successful candidate will define, collect, analyse, and communicate metrics that provide a clear view of performance, customer demand, and strategic opportunities across the organisation.
This role exists to bring clarity not volume to how we understand performance and customer demand.
This is not a reporting role. The role will determine what should be measured and why, ensure all analyses are statistically sound, and translate complex data into insight that drives decision-making and improvements
Responsibilities
- Design and own measurement frameworks for ATA and Intercom activity, including performance, quality, demand and impact metrics.
- Apply strong statistical reasoning to interpret trends, variability, and behaviour in high-volume, real-world operational data.
- Identify systemic insights that highlight where Content, process, or coverage can improve
- Analyse the voice of the customer, interpreting quantitative patterns and qualitative themes from free-text queries.
- Identify emerging industry and customer trends using observed changes in queries.
- Communicate insights clearly and precisely through written analysis, visuals and presentations for senior stakeholders.
- Partner with the rest of Content and Product teams to turn evidence into prioritisation, action, and improvement.
Requirements
- Exceptional numerical and statistical literacy, with strong intuition for data quality, bias, and interpretability.
- Proven ability to design metrics and analytical frameworks, not simply reporting existing KPIs.
- Ability to distinguish signal from noise and challenge assumptions using evidence.
- Outstanding written and verbal communication skills, with the ability to explain complex analysis simply and accurately.
- Advanced Excel (or equivalent) skills and experience working with raw or imperfect datasets.
- Experience with business intelligence tools or analytics platforms; programming languages (e.g. SQL, Python) are a plus but not essential.
- An intellectually curious, confident analyst who is comfortable operating in ambiguity and able to influence through insight.
- Leadership and teams rely on your metrics to understand performance and demand.
- Customer signals are clearly understood and reflected in content and product decisions.
- Data-driven insights lead to tangible improvements in analyst effectiveness, customer experience, and strategic focus.
Benefits
- Health Insurance
- Provident Fund
- Life Insurance
- Reimbursement of Certification Expenses
- Gratuity
- 24x7 Health Desk
Our guiding principles for success at Norstella
01: Bold, Passionate, Mission-First
We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.
02: Integrity, Truth, Reality
We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn't. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.
03: Kindness, Empathy, Grace
We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.
04: Resilience, Mettle, Perseverance
We will persevere even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.
05: Humility, Gratitude, Learning
We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.
Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people's differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual's abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment.
Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we're just as excited about you.
All legitimate roles with Norstella will be posted on Norstella's job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: [Confidential Information]. 
