May 25, 2022

Job Description

Biosimilars leading in Europe today & 15+ assets in development! Our portfolio is in the fast growing area of Biosimilars and Specialty generics across oncology, immunology, multiple sclerosis and endocrinology.

Sandoz, a Novartis division, is a global leader in Biosimilar & Generic medicines, committed to playing a leading role in driving access to medicine worldwide. We were the first pharmaceutical company to receive approval of a biosimilar in Europe, Japan, and the United States. Our biosimilars have been used in clinical practice for 15 years, are available in 100 countries, and have over 730 million patient-days of experience.

As we are pursuing a global transformation starting in Iberia, your role will be key in evolving into a data driven customer centric company. You will set up the Customer Experience Measurement methodology and systems for Sandoz Iberia. While partnering with senior leaders across the organization, you will generate data-driven insights that inform key strategic decisions improving customer experience.

You will innovate and build new methodologies to generate insights and make recommendations that directly inform product decisions and actions to improve customer experience; benchmarking and establishing best in class Customer Experience metrics and enabling programs and processes to deliver a consistent CX through-out the data pipeline.

Your responsibilities include, but are not limited to:
• Set up the Customer Experience Measurement System contributing to the vision of our transformation: becoming a data driven customer centric company.
• Work backwards from the customer opportunity and deliver insights including: scoping, defining methodology, collecting and analyzing data and presenting findings and recommendations to business stakeholders.
• Own and prioritize our team's project roadmap with key stakeholders and work cross-functionally with peers to transform the Go to Market strategy with a customer centric data driven mindset.
• Develop new methodologies and processes to generate insights that can scale, while influencing senior leadership through data driven insights.
• Establish goals, plans and related metrics, track progress and manage through obstacles to achieve program objectives.
• Enable new capabilities through systems, tools and processes in a data driven customer centric culture.

Diversity & Inclusion / EEO

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Minimum Requirements

What you’ll bring to the role:
• Bachelor's degree in Marketing, Economics, Business or relevant field of study.
• 7+ years of experience conducting both qualitative and quantitative customer research including designing, implementing and analyzing quantitative surveys from scratch themselves rather than through research agencies.
• Experience setting up the customer experience measurement methodology and systems & working with data from multiple sources i.e. transactional, web analytics, survey data, customer research, etc.
• Experience setting up the data strategy, mapping the data needs and establishing strategies to successful deliver on it
• Experience in influencing commercial strategies through analytics and insights
• Outstanding project management skills.
• Excellent English oral and writing skills, able to produce and finalize complex documents.

You’ll receive: Company Pension Plan, Life and Accidental Insurance, Meals Allowance or Canteen in the office, Flexible working hours.

Why Sandoz?

500 million patients were touched by Sandoz generic and biosimilar medicines in 2020 and while we’re proud of this, we know there is more we could do to continue to help pioneer access to medicines for people around the world.

How will we do this? We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!

Imagine what you could do here at Sandoz!

Join our Novartis Group Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network
Full Time
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Customer Experience Digital BP

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