Lead of Customer & Patient Experience
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Job Description
Job Description Summary
In this role the incumbent will be responsible for ensuring the successful implementation and execution of the Commercial Strategy; take full accountability for brand insight across regional organization and provide strategic insights that share /develop brand strategy. Lead a team of customer experience and digital capability managers who work collaboratively with cross functional teams to synthesize findings into actionable insights.#LI-Hybrid
Job Description
Scope & Responsibilities
- Strategic Leadership & Vision: Oversee the development and execution of customer and patient experience strategies ensuring alignment with organizational goals and therapy area (TA) priorities. Champion a data-driven and digitally enabled culture throughout the organization.
- CX Performance Oversight: Guide and monitor the performance of customer experience (CX) initiatives across key brands.
- Feedback Governance & Insights: Direct the systematic collection analysis and utilization of patient and customer feedback
- Digital Capability Enhancement: Set the vision and framework for elevating digital acumen across all relevant functions. Oversee the development and rollout of tailored digital and technology learning programs ensuring workforce readiness for ongoing and future digital transformation.
- Change Management & Transformation Leadership: Serve as the primary change agent for digital transformation articulating and communicating the strategic roadmap. Ensure all digital transformation activities align with the broader business strategy and are executed to a high standard.
- Technology Integration & Process Optimization: Supervise the planning implementation and evaluation of digital systemsincluding automation tools cloud solutions and analytics platformsguaranteeing seamless integration and maximum value realization.
- Talent Development & Coaching: Drive the strategic direction of training programs for CX and digital skills ensuring that teams are equipped to deliver outstanding service and adapt to new technologies. Mentor and develop staff fostering a culture of learning innovation and excellence.
- Performance Monitoring & Reporting: Oversee the organizations performance across digital channels and tools ensuring transparent communication of progress challenges and achievements to executive leadership and stakeholders.
Minimum Requirements
- At least 3 years of experience in similar position while leading marketing/omnichannel/digital engagement teams.
- Strong leadership and team management skills.
- Proven record as change agent in leading customer engagement strategy & digital transformation.
- Ability to analyze data and generate insights for continuous improvement. Familiarity with relevant regulations and compliance standards.
Commitment to Diversity & Inclusion
Novartis is an equal opportunity employer 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 representatives of the patients and communities we serve and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empower our people to unleash their full potential.
Skills 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 ModelEmployment Type
Full-Time
