Summary
Location: Warsaw, Poland
Relocation Support: This role is based in Warsaw, Poland. Novartis is unable to offer relocation support: please only apply if accessible.
Ready to shape how customer and patient experiences are delivered at scale? As a Customer Excellence Manager, you will play a pivotal role in bringing innovative commercial and patient engagement frameworks to life across the organization. Working at the intersection of strategy, process excellence, and stakeholder collaboration, you will empower teams with clear ways of working, actionable insights, and continuous improvement initiatives that enhance customer and patient experiences. This is a unique opportunity to influence how teams operate, drive meaningful change, and help Novartis deliver better outcomes for the people who rely on us every day.
About the Role
Key Responsibilities
- Orchestrate International Commercial Excellence frameworks, governance, and processes across country operations.
- Coordinate implementation plans with business teams, ensuring alignment with priorities and operational timelines.
- Drive adoption of performance dashboards and translate insights into continuous improvement actions.
- Manage cross-functional collaboration for content creation, localization, activation, and process execution.
- Lead implementation of patient experience frameworks while ensuring compliance and operational excellence.
- Identify process gaps, conduct root-cause analysis, and implement sustainable improvement initiatives.
- Partner with capability-building teams to deliver training and strengthen framework adoption.
Essential Requirements
- Bachelor’s degree in Business, Life Sciences, or a related field.
- At least three years of experience in Customer Excellence, Commercial Excellence, or Process Excellence.
- Proven ability to design, simplify, and optimize cross-functional business processes.
- Strong analytical skills with experience using data and dashboards to drive improvements.
- Excellent communication skills with the ability to translate complex concepts into practical guidance.
- Knowledge of compliance, governance, and regulated industry environments.
Rewards
At Novartis, we’re committed to reimagining medicine together - and rewarding the people who make it happen.
Expected Annual Base Salary Range for role:
- Poland: PLN 174,500 – 324,100
The salary offered is determined based on gender-neutral objectives, such as relevant skills, competencies and experience in accordance with the Novartis pay setting policy and upon joining Novartis will be reviewed periodically.
The rewards of being part of our team go far beyond base pay and incentives. We also offer a variety of competitive benefits in kind to help you thrive personally and professionally, such as insurance plans, retirement plans, wellbeing resources and global recognition programs. In addition, we provide flexible and hybrid working options, where possible, and minimum 14 weeks paid parental leave.
You will be eligible for a company vehicle or a car allowance in accordance with the applicable local Novartis policies and guidelines.
Pay equity is a fundamental principle of our employment policy and reflects our commitment to create a diverse, equitable and inclusive environment that treats all employees with dignity and respect, as outlined in our Code of Ethics.
Read our brochure to learn more about our global total rewards offering: https://www.novartis.com/sites/novartis_com/files/novartis-life-handbook.pdf
Note: Benefits and compensation may vary by country and are subject to local legal requirements, including provisions of collective bargaining agreements where applicable. A full overview of your compensation package, including any relevant collective bargaining agreement details applicable to your role based on your employment location and Novartis employer entity, will be communicated separately to you during the application process.
Commitment to Diversity and Inclusion / EEO paragraph:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
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? https://www.novartis.com/about/strategy/people-and-culture
Benefits and Rewards: Learn about all the ways we’ll help you thrive personally and professionally.
Read our handbook (PDF 30 MB)
