349036BR
Jul 27, 2022
USA

Job Description

Bringing life-changing medicines to millions of people, Novartis sits at the intersection of cutting-edge medical science and innovative digital technology. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs & an in-house marketplace for rotations & project work. With a strong medicines pipeline our current transformation will not just deliver growth for our business but continue to allow us to bring innovative medicines to patients quickly.

The Executive Director, Integrated Customer Experience Planning and Optimization is responsible for establishing the patient & HCP experience strategy and designing integrated plans to deliver customer-centric campaigns and experiences across the Integrated Marketing & Customer Experience, US Pharma organization. This individual will be aligned to specific brands and will report directly to the Head of Customer Experience Planning and Optimization. The Executive Director will be charged with translating the overall communication strategy into actionable go-to-market activities that create a unified HCP & patient experience across their respective brands. This individual will collaborate with the Marketing Strategy Leads, Data, Insights, Analytics, the Content Lab and the NGE Marketing Team, as well as external partners, to architect an omnichannel customer experience for that deliver against the defined product strategy and objectives.

It is expected that they can navigate complicated multi-functional agency teams and brand/business relationships; and develop and deliver a strong point of view to internal and external audiences, while quickly shifting gears based on ongoing data-based insight gathering to meet the requirements of the business. This individual will draw upon previous experiences to confidently drive decisions while navigating ambiguity with the intent to help client and agency teams drive marketing focus and program accountability for business success.

The Executive Director, Integrated Customer Experience Planning and Optimization Lead is charged with expertly shaping overall communication strategy into actionable go-to-market activities that create a unified customer experience across brand programs and both HCPs and patients for a specific brand. This role serves as the primary interface for the Senior Marketing Strategists on NPC’s most dynamic, complex, and commercially successful brands. This includes close collaboration with Marketing Strategy and a team of experts in content, data, and channel execution, as well as external partners, to architect an omnichannel customer experience for Novartis brands that deliver against the defined Product strategy and objectives.

Drawing on substantial industry experiences, it is expected that the incumbent can navigate complicated multi-functional agency teams and brand/business relationships; and develop and deliver a strong and sophisticated points of view to internal and external audiences, while quickly shifting gears based on ongoing data-based insight gathering to meet the requirements of the business. This individual will draw upon previous experiences to confidently drive decisions while navigating ambiguity with the intent to help client and agency teams drive marketing focus and program accountability for business success.

Your responsibilities include, but are not limited to:
• Primary contact with Senior Marketing Strategists to translate complex brand-specific and customer-centric concepts and strategies into personalized campaigns
• Business acumen to quickly analyze and understand the brand experience dynamics and effectively drive their team to synthesize internal and external insight and analytics to execute cohesive and coordinated campaigns and tactics across all touchpoints (digital and physical)
• Collaboration with the Customer Engagement organization to effectively plan a cohesive HCP experience across digital and physical touchpoints for the assigned Brand
• Recognized expert at designing and delivering human-centered experiences that solve a specific customer need and strategically apply behavior science to change behavior and achieve improved patient outcomes. This includes analyzing and synthesizing client research, recommending and designing custom insight work like journeys and translating secondary sources into relevant insights about the business.
• Define and develop a point of view on the patient experience of the brand and the category it plays to shape marketing strategy. Understand how HCPs and patients navigate to and from brands in the category; uncover barriers and opportunities to optimize patient or HCP experience; define the human opportunity to drive greater brand growth.
• Identify knowledge gaps and develop and execute custom research (partnering with the Data, Insights and Analytics) to address specific client outages: work with business lead and subject matter experts, develop and execute specific agency or Novar-tis capabilities to bring fresh perspective and identify opportunities to change or refine current assumptions about patient or HCP behavior in the category
• Drive the plan to achieve overall business objectives, collaborating closely across internal and external teams who may have accountability for executing parts of the integrated plan that reside outside of the Marketing and Customer Experience organization (e.g., PSS, Communications, Patient Engagement). This includes linking specific business and marketing objectives to high-level engagement opportunities
• Apply audience journey insights to drive channel selection and set communication priorities to direct overall planning approach to marketing KPIs that will achieve a patient or HCP behavior change.

Our selection process will prioritize US-based associates whose roles may be changing or may be impacted as a result of the Transforming for Growth reorganization. This is a US based position. No international relocation will be provided for this position.

This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager.

Diversity & Inclusion / EEO

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Minimum Requirements

What you’ll bring to the role:
Education: Bachelor's degree in related field is required; Master of Science and/or MBA preferred
Experience:
· 10 years of demonstrated experience identifying opportunities and driving solutions to create an orchestrated customer journey
· 5 years of experience in leading a Customer Experience function, leading and growing an organization, and driving the planning and strategy for multiple brands and audiences.
· 5 years of demonstrated experience in utilizing data, insights, behaviors, and analytics to optimize customer experiences
· 5 years of experience in customer engagement, social media and CRM, to leverage journey mapping, personalization, and content to realize and maximize customer value
· Orchestrating customer journeys that resonate with healthcare providers and improve the lives of their patients preferred
· Embraces a collaborative approach and experience; thrives working closely with research, content, and data specialists to diagnose and solve client business challenges and audience pain points or opportunities for marketing
· Experience with media and content testing to analyze effectiveness of integrated communications in HCP or DTC category marketing
· Experience leading a Marketing transformation & vision within pharma/biotech/Life Sciences
· Leadership of large-scale teams (over 50+: including matrixed, virtual, and multi-layer)

#transformingforgrowth

Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.

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 Novartis!

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

Accessibility and Reasonable Accommodations: Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please send an e-mail to [email protected] or call +1 (877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

COVID-19: While Novartis does not require vaccination at this time, for certain Novartis sites in the US all associates and candidates may be required to either upload an image of their COVID-19 vaccine card demonstrating proof of full vaccination for COVID-19 (or other similar evidence of vaccination) or proof of a negative COVID-19 test taken by the associate or candidate within the past seven days to enter any of our sites and/or customer office or healthcare facility, as well as prior to participating in other work related off-site meetings. Employees working in customer-facing roles must adhere to and comply with customers’ (such as hospitals, physician offices, etc.) credentialing guidelines, which may require vaccination. As required by applicable law, Novartis will consider requests for reasonable accommodation for those unable to be vaccinated. This requirement is subject to applicable state and local laws and may not be applicable to employees working in certain jurisdictions. Please send accommodation requests to [email protected].
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PHARMA
US PHARMA
USA
East Hanover, NJ
Marketing
Full Time
Regular
No
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349036BR

Executive Director Integrated Experience Planner - Lung/TA-Xm (Remote)

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