Customer Excellence ICE and Omnichannel Manager
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Job Summary
Job Description Summary
The Customer Excellence Process Lead is accountable for the orchestration of the International Commercial Excellence (ICE) and International Patients Experience / Activation (IPEx) frameworks at country level.As part of the Execution Excellence (EE) enabling unit the role does not own commercial or access strategy tactics or budgets but enables these functions to deliver superior customer and patient experience by providing clear ways of working process governance and performance insights.
Job Description
Key Responsibilities:
ICE framework deployment & sustainability and Omnichannel experience:
Orchestrate and maintain standard ICE (International Commercial Excellence) ways of working including key steps governance roles and responsibilities and documentation needed for country implementation.
Coordinate ICE deployment plans and timelines with Therapeutic Area (TA) teams ensuring alignment with business cycles and local priorities.
Ensure ICE metrics and dashboards (e.g. ICE Content & Campaign Performance Dashboard basic ICE KPIs) are integrated into local performance conversations while ownership of commercial decisions remains with TAs
Coordinate the schedule and agendas for ICE workshops
Monitor ICE adoption and process adherence across brands and TAs identify gaps or issues collaborate with EE Capability building for planning/executing necessary upskilling & refreshes and propose concrete improvement actions.
Plan orchestrate and document handshakes between TAs Production Hub CLS (Commercial & Launch Strategy) Customer Excellence and DAP (Data Analytics & Platforms) for content creation localization tagging and activation aligned with the Content & Campaign Operations Process Model (CCOPM) where applicable
Represent country team in ICE PMO forums specific working teams related to countries implementation and International update meetings responsible to share status and performance updates for SteerCo meetings (by gathering inputs across other EE and TA colleagues).
Ensure insights are generated and actioned upon
Essential Requirements:
IPEx framework implementation & coordination:
Localize and operationalize the IPEx (International Patients Experience / Activation) framework ensuring clarity on processes roles and interfaces between Commercial Comms & Patients Advocacy and other relevant functions.
Coordinate IPExrelated activities (e.g. patient support programs aligning activation steps) in line with international guidance and local legal/compliance requirements; functional strategy and decisions remain with respective functions.
Harmonize templates checklists and process standards used to design document and monitor IPEx initiatives avoiding duplication and ensuring consistent quality
Track IPEx process implementation (e.g. completion of agreed IPEx steps use of common tools) and facilitate best practice sharing across customer and patient experience projects.
Measurement insights & continuous improvement of ICE and IPEx processes:
Partner with Integrated Insights Field Excellence and DAP to ensure dashboards and reports provide actionable visibility on ICE and IPEx process performance (e.g. ICE KPIs content use signals linked to processes)
Lead rootcause analysis and problemsolving for recurring process issues and manage small continuousimprovement initiatives that enhance simplicity and standardization (e.g. harmonized templates common checklists)
Capture and share best practices and learnings on ICE and IPEx implementation across TAs and where relevant across countries/regions
Partner with Capability Building pillar for planning and executing necessary upskilling trainings on ICE and IPEx process methodologies and tools.
Education:
Bachelors degree in business life sciences or a related field
Advanced degree in management or operations preferred
Languages:
English
Desirable Requirements:
5 years in Commercial Excellence Customer Excellence Marketing Operations Process Excellence or similar roles preferably in pharmaceutical / lifesciences or another regulated industry.
Track record in designing and improving endtoend processes (mapping simplifying defining KPIs and governance) across multiple teams.
Strong process design and process excellence skills: ability to build clear pragmatic processes RACIs and SOPs (Standard Operating Procedures) and connect them to KPIs.
Ability to work with data and dashboards to identify process gaps and improvement opportunities
Awareness of compliance and governance considerations related to promotional and nonpromotional activities patient experience and data usage; able to embed them into processes.
Excellent communication skills able to translate complex frameworks and process concepts into clear accessible guidance and tools for local teams.
Strong knowledge of compliance and governance in regulated environments
Ethical mindset and aligned with Novartis values
Why Novartis: Our purpose is to reimagine medicine to improve and extend peoples lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. to Diversity and Inclusion:
Novartis is committed to building an outstanding inclusive work environment and diverse teams representative of the patients and communities we serve.
Join our Novartis 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: Desired
Required Experience:
Manager
About Company
Novartis is a global healthcare company based in Switzerland that provides solutions to the evolving needs of patients worldwide.
