Jun 17, 2024


Up to 27 potential launches expected in the next 5 years at Novartis. The Novartis Patient Support team is at the forefront of transforming how the industry helps patients get access to treatment. Do you want to be part of a team that puts patients first with a strong focus on reimagining patient-centric initiatives? We’d love to hear from you. The Director, NPS Experience Design will be responsible for designing and delivering the best platform experience for patients, practices, and internal customers. This individual will report to the ED - Experience Design and UX and will be responsible for designing, building, and delivering enterprise content on our NPS platforms to provide the best patient support to our customers. This includes harmonizing enterprise templates for start forms, emails, faxes, text messages, websites, call materials, field materials, print and digital materials, etc., This role will also be accountable for the content approval process through MAP / FUSE and en-suring the templates remain updated. To do this successfully, this individual will bring a strong customer voice into all key enter-prise content design decisions. This individual will also possess a deep understanding of our NPS programs, technology, processes and operations. Major Accountabilities • Support the enterprise template creation and delivery process by demonstrating a very strong understanding of patient services, including business processes, tech-nology landscape, operational flows, program design, and operational challenges. • Demonstrate deep understanding of the patient services landscape, including Bene-fit Investigation, Prior Authorization, Co-pay, patient & practice authorizations, con-sent / opt-outs, and ongoing refill management solutions, for all product archetypes. • Single point of accountability for design, development, and approval (MAP/FUSE) of all NPS enterprise content / templates, including start forms, emails, faxes, text messages, websites, call materials, field materials, print and digital materials, etc. • Partner with UX and research teams to conduct scalable user research and testing across NPS product verticals to help understand how internal & external users inter-act with and feel about our products. • Support ED Experience Design and UX with managing department budget and re-sourcing including third-party agencies, relationships, and deliverables; Creatively solve for missing information using internal and external sources. • Support the ED Experience Design and UX with evangelizing experience design and UX across the NPS leadership team and increase awareness and expertise of expe-rience design best practices, standards and methods leading to more effective busi-ness management. The pay range for this position at commencement of employment is expected to be between $201,600.00 and $302,400.00 per year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

About the Role

Education (minimum/desirable):

Bachelor’s Degree in relevant area. MBA or Advanced degree is strongly preferred.



  • BA degree, MBA or advanced degree preferred.
  • 7+ years of pharmaceutical, biotech or healthcare industry
  • Minimum of 3 years of experience in patient services and reimbursement operations, either in Pharma or at reimbursement HUBs
  • Demonstrated understanding within the Patient services technology landscape.
  • Product management experience in delivering customer service experience by leveraging omni-channel technologies.
  • Demonstrated ability to design, develop, and deliver content and template to patients and customers.
  • Business acumen - ability to link multiple insights across brands and channels to generate insights, prioritize business questions and develop effective recommendations.
  • Demonstrated partnering and influencing skills, stakeholder management, project management, people management.

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?

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EEO Statement:

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.

Accessibility & Reasonable Accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation 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.

Innovative Medicines
East Hanover
Full time
A female Novartis scientist wearing a white lab coat and glasses, smiles in front of laboratory equipment.

Director, NPS Experience Design

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