Associate Director, NPS Service Strategy & Standards
Associate Director, NPS Service Strategy & Standards
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$ 132300 - 245700
1 Vacancy
Job Description
Job Description Summary
The location for this role is East Hanover NJ. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager.Job Description
The Associate Director NPS Service Strategy & Standards is responsible for planning and executing on the design and optimization of patient support program. This role will focus on creating seamless efficient and patient-centered service models that improve access engagement and outcomes. By leveraging service design principles human-centered design methodologies and data-driven insights the Associate Director will ensure that patient sup-port programs are innovative scalable and aligned with evolving healthcare needs.
The ideal candidate understands how to map the access journey and the strategic moments that matter while soliciting end user feedback and designing engaging services and experiences that simplify & modernize patient support programs. Learnings from effort will be rolled into enterprise modular capabilities and standards to be scaled across the portfolio of patient support programs. The role assumes experience and comfort working closely with external & internal stakeholders across functions in a typical large pharma environment.
Your responsibilities will include but are not limited to:
- Assists with development and implementation of a strategic roadmap for patient support services that enhances practice and patient experiences. Identifies high impact moments that matter and end user needs aligned to different service archetypes
- Drives workstreams to design patient support services blueprints and journeys ensuring they are efficient scalable and reduce friction points to starting and staying on therapy
- Maintains modular scalable enterprise service models design standards menus and playbooks for access enrollment onboarding free goods co-pay adherence and clinical services based on implications of external market and policy changes.
- Partners with NPS Experience Design to use a co-creation approach to pull-through feedback from end users back into our services blueprint and design
- Partners with NPS franchise teams to design and refine launch and existing support programs based on service design blueprint and standards
- Partners with IDS to gain data-driven insights to inform program design decisions and to define and track key experience metrics (e.g. satisfaction engagement and other outcomes KPIs) to measure the impact of co-created solutions
- Partners with within internal teams for execution pull-through of patient support programs including but not limited to NPS Vendor Management Novartis Contracting & Purchasing Content Design Patient Support Center relevant business franchises Novartis Legal Privacy and Ethics Risk and Compliance
- Pilots new programs in response to the evolving external landscape and rolls best practices into internal capabilities. Owns all special project activity to test new solutions related to the evolving landscape
- Works within ethical and compliance policies to support a diverse and inclusive environment adheres to Novartis policies and procedures relevant state and federal laws and regulations and ensures that others around them do the same
What youll bring to the role:
Required Experience:
- Bachelors degree required in disciplines relevant to healthcare pharmaceuticals patient services and marketing strategy. Advanced degree (Masters or beyond) preferred
- Minimum of 6 years experience in big Pharma or biopharma commercial functions for consumer-packaged goods consumer marketing in healthcare or 10 years of combined experience across biopharma consulting pharma and health ecosystem with a record of increasing responsibility
- Strategic design/services design experience or degree in both design and health related field preferred
- Strong understanding of medical legal regulatory and compliance environment and ability to work collaboratively
- Strong understanding of insights and competitive intelligence requirements for new product and indication launches
- Change management and project management experience
- Experience in the coordination of teams with diverse skill sets (e.g. technical clinical operations etc.) and the execution of large scale multi-disciplinary projects
- Strong unstructured problem-solving skills and ability to work effectively without a blueprint
- Strong interpersonal skills to effectively convey management needs to colleagues and functions throughout the company
Novartis Compensation and Benefit Summary:
The pay range for this position at commencement of employment is expected to be between $132300.00 and $245700.00 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.
EEO Statement:
The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment hiring training promotion or other employment practices for reasons of race color religion sex national origin age sexual orientation gender identity or expression marital or veteran status disability or any other legally protected status.
Accessibility and 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 or call 1 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
Salary Range
$132300.00 - $245700.00Skills Desired
Agility Cross-Functional Collaboration Customer Engagement Customer Experience Customer Insights Data Analytics Data Strategy Digital Marketing Marketing Strategy Media Campaigns Product Marketing Stakeholder Engagement Stakeholder Management Waterfall ModelRequired Experience:
Director
Employment Type
Full-Time
