Key Responsibilities:

• Leading, implementing, and optimizing an enterprise approach to experience planning (through our IMPact planning system) inclusive of frameworks, capabilities, tools, and trainings that improve our approach and deliver for our patients and the business
• Working directly with the Creative Excellence and Effectiveness Lead to translate creative effectiveness principles into actionable applications through experience plans to unlock the potential of creative excellence at Novartis.
• Being a recognized expert at designing and delivering human-centered experiences that solve a specific customer need and strategically apply behavioral science principles in service of improved patient outcomes.
• Supporting senior Integrated Experience Planners and Marketing Strategists to develop and operationalize integrated Experience Plans
• Enabling the delivery of best-in-class launches with our integrated marketing planning (IMPact) across the lifecycle thanks to clarity, visibility & transparency of readiness
• Integrating experience planning/creative learnings and benchmarking internally and externally to track continuous improvement
• Continuously innovating our CX approach and capability and identifying areas to test & learn to stay ahead of the curve and trends
• Evolving ways of working and responsibilities as they arise to fulfill the intent of the role as outlined.

Essential Requirements:

Education

(minimum/desirable):  Bachelor's degree in related field is required; Master of Science and/or MBA preferred.

• 10 years of demonstrated experience identifying opportunities and driving solutions to create an orchestrated customer journey.
• 5 years of experience in leading a Customer Experience function, leading and growing an organization, and driving the planning and strategy for multiple brands and audiences.
• 5 years of demonstrated experience in utilizing data, insights, behaviors, and analytics to optimize customer experiences.
• 5 years of experience in customer engagement, social media and CRM, to leverage journey mapping, personalization, and content to realize and maximize customer value.
• Orchestrating customer journeys that resonate with healthcare providers and improve the lives of their patients preferred.
• Embraces a collaborative approach and experience; thrives working closely with research, content, and data specialists to diagnose and solve client business challenges and audience pain points or opportunities for marketing.
• Can be a beacon for customer-centric thinking within Novartis and our partners and beyond what it is, why it’s important, and how it can improve the day-to-day relationship between brands and their customers.
• Experience with media and content testing to analyze effectiveness of integrated communications in HCP or DTC category marketing.

The pay range for this position at commencement of employment is expected to be between $214,900.00 and $399,100.00 per year; however, while salary ranges are effective from 1/1/25 through 12/31/25, 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.