Customer Experience Lead

2 weeks ago

Sydney, New South Wales, Australia Novartis Full time
387004BR

Customer Experience Lead:

Australia

About the role


Bringing life-changing medicines to millions of people, Novartis sits at the intersection of cutting-edge medical science and innovative digital technology.

As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs and an in-house marketplace for rotations and project work.

With strong medicines pipeline our current transformation will not just deliver growth for our business but continue to allow us to bring innovative medicines to patients quickly.

This role will develop a deep understanding of Therapy Area team objectives and needs, and leverage deep
omnichannel knowledge to inform strategy and deliver new experiences and capability to achieve this. This role is reporting to Head of Customer Experience & Omnichannel

Your responsibilities include, but not limited to:

  • Understand Integrated Brand Team strategy, objectives and priorities and identify opportunities for better omnichannel experience in one or two key therapy areas
  • Provide expert support and guidance to franchise teams and their agencies in conceiving, designing, executing and measuring these experiences in the Novartis environment and platforms
  • Share deep expertise in at least one specialist digital discipline relevant to Novartis needs
  • Help teams to evaluate global solutions and implement locally
  • Compare campaign effectiveness within and across franchises to ensure best practices are shared effectively
  • Lead or participate in crossfunctional projects that improve omnichannel capability or deliver new experiences, coordinating with other areas of expertise in the team
  • Develop playbooks and agency guidelines to improve operational efficiency
  • Act as Digital Governance delegate and ensure compliance with digital assets. Raise the level of omnichannel maturity within franchises

Commitment to Diversity & Inclusion:

  • We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._

Role Requirements

What you'll bring to the role:

  • At least 5 years digital marketing and operations skills, likely acquired at least in part outside of a pharmaceutical company
  • Understanding of Customer Experience disciplines (human
- centered design, journey mapping, UX and research)

  • Excellent stakeholder management and influencing skills, especially in effecting change
  • Strong technology and process affinity across the digital marketing technology stack
  • Ability to lead and coordinate teams to deliver an outcome in an agile / matrixed environment
  • Experience developing guidelines and playbooks
  • Experience working in and/or managing digital agencies
Why Novartis?

Division
Innovative Medicines International & Chief Commercial Office

Business Unit

APMA IMI

Work Location
Sydney

Company/Legal Entity
AU Pharma Pty Ltd

Functional Area
Marketing

Job Type
Full Time

Employment Type
Regular

Shift Work
No

Early Talent
Yes

  • Junior Experience Designer

    2 weeks ago

    Sydney, New South Wales, Australia The Customer Experience Company Full time

    What to expect:Here at The Customer Experience Company we believe in making experiences better for everyone, including our team. Work with us to design innovative end to end experiences - from Strategic Design, Service Design, Digital, UX/UI Design to Delivery and Implementation.We value our people, create space for them to lead and innovate, and work within...

  • Continuous Improvement Manager

    2 weeks ago

    Sydney, New South Wales, Australia Commercial-Corp-Customer Experience Full time

    A great opportunity for an CX Continuous Improvement Manager to join Domain, reporting to the Director Customer Experience Operations. The Customer Experience, Continuous Improvement, Analytics and Voice of Customer function is accountable for articulating and delivering the Operational Roadmap through Continuous Improvement & Strategic Projects, governing...

  • Marketing & Campaign Officer

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Customer Experience Full time

    Marketing & Campaign Officer Fulltime, ongoing opportunity (35 hours per week) Location: Sydney CBD, hybrid/flexible working arrangements available. Offering a competitive salary of $101,947 up to $112,849, plus employer's contribution to superannuation and annual leave loading.About usAt NSW Trustee and Guardian, we protect, promote, and support the rights,...

  • Marketing & Communications Officer

    2 weeks ago

    Sydney, New South Wales, Australia NSW Government -Customer Experience Full time

    Marketing & Communications Officer Fulltime, ongoing opportunity (35 hours per week) Location: Sydney CBD, hybrid/flexible working arrangements available. Offering a competitive salary of $101,947 up to $112,849, plus employer's contribution to superannuation and annual leave loading.About usAt NSW Trustee and Guardian, we protect, promote, and support the...

  • Business Improvement Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Commercial-Corp-Customer Experience Full time

    A great opportunity for a CX Business Improvement Specialist, to join Domain on a Max Term Contract. Reporting to the CX Continuous Improvement Manager. The CX Operations Business Improvement Lead will collaborate with key business units and stakeholders to articulate and deliver transformation and change across CX Operations technology and back office...

  • Customer Experience Design Lead

    2 weeks ago

    Sydney, New South Wales, Australia M&T Resources Full time

    SydneyAdvertising / Media / PublishingAdvertising - Creative Services- $1100 - $1200 + Super Rolling contract and work on a huge transformation project Work to create a culture that enhances customer experienceYou'll demonstrate 'what good looks like' and help lift the bar in terms of the quality of work that the design team delivers, helping key partners...

  • Customer Experience Design Lead

    2 weeks ago

    Sydney, New South Wales, Australia CKE Restaurants Full time

    WHO WE ARE?Scape'svision is tobe the Earth's best living company. We are a leading provider of student accommodation in Australia. We currently have the capacity to provide a home to 17,000+ students (and are growing) and we don't simply provide a bed and roof; we also provide a unique, amazing experience and a safe environment to help students make the most...

  • Customer Service

    2 weeks ago

    Sydney, New South Wales, Australia Lead Group Consultancy Full time

    Provide excellent customer service and manage customer inquiries Manage customer orders and ensure timely delivery of goods Communicate with internal departments to resolve customer issuesThe Company:My client is a leading supplier of raw materials and ingredients to the food and beverage industry in Australia and New Zealand. They currently seek a highly...

  • Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia Aurec Full time

    Sydney CBD NSW- $ $ Super per day- Contract/TempCustomer Experience (CX) Design Lead***- $ $1,056.31 per day + Super:- **ASAP Start - 20/05/24 Potential to Extend**:- Sydney CBD WFH Flexible Hybrid Combination:- Working within Government:- **Design Lead CX DesignAn exciting opportunity to work within a sought-after government department, with a high rate...

  • Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia The Outsourced Recruitment Company Full time

    This well established, leading, beverage manufacturer is embarking on a new chapter of growth across Australia and New Zealand With an inspiring growth trajectory ahead, this is an awesome and exciting time to join this company and be a part of an epic transformation.ABOUT THE ROLE:The Customer Experience & Telesales Manager is accountable for managing the...

  • Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia Scape Full time

    WHO WE ARE?Scape's vision is to be the Earth's best living company (so you can see straight off the bat we are a conservative bunch). We are a leading provider of student accommodation in Australia. We currently have the capacity to provide a home to 15,000 students (and are growing) and we don't simply provide a bed and roof; we also provide a unique,...

  • Lead Experience

    2 weeks ago

    Sydney, New South Wales, Australia Aquent Full time

    We are working with an iconic Australian brand to find a Lead Experience / Services Designer to join their team focusing on the customer experience.LOCATION:Sydney | Warrane 3 days onsiteRATE:Heavily dependant upon experience, range $900pd - $1100 + SuperThis role provides a great opportunity to work on consumer-facing products & and services that will be...

  • Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia Scape Full time

    WHO WE ARE?Scape's vision is to be the Earth's best living company (so you can see straight off the bat we are a conservative bunch). We are a leading provider of student accommodation in Australia. We currently have the capacity to provide a home to 15,000 students (and are growing) and we don't simply provide a bed and roof; we also provide a unique,...

  • Talent Acquisition Lead

    2 weeks ago

    Sydney, New South Wales, Australia People Experience - People Solutions Full time

    Our people are our greatest asset to deliver on our strategy and help bring confidence to all of life's property decisions.There is a great opportunity for a Talent Acquisition Lead, to take ownership of the design and delivery of our talent attraction strategy and execution in an exciting transformation of our talent operating model. Reporting to the Head...

  • Lead Experience Designer

    2 weeks ago

    Sydney, New South Wales, Australia Qantas Airways Limited Full time

    Opportunity to lead design and innovation for the Disruption Transformation program at Qantas Advocate and drive design thinking across the endtoend customer experience Fulltime permanent position based at our Head Office in MascotWe've always been pioneers, and we're proud to see that spirit in our people today. Our resilience has helped us through good and...

  • Customer Experience Manager

    2 weeks ago

    Sydney, New South Wales, Australia GrainCorp Full time

    About our teamWhat did you have for breakfast today? Whether it's the flour in your toast or the grain in your cereal, it's highly likely that GrainCorp helped get it onto your plate As we find new ways to connect rural communities with food, animal feed and industrial customers around the world, we are proud to say we're leading the way in sustainable...

  • Experience Design Lead

    2 weeks ago

    Sydney, New South Wales, Australia Qantas Airways Limited Full time

    Opportunity to lead a high-performing team and travel experiences of the future Mentor and empower a team of Experience designers, to innovate and enhance customer and employee experiences at Qantas Fulltime permanent position based at our Head Office in MascotWe've always been pioneers, and we're proud to see that spirit in our people today. Our resilience...

  • Head of Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia Mondo Search Full time

    Do you have 3-5 years leading a customer service team Manage 8 direct reports Friendly & supportive leadership teamJoin a rapidly growing industrial graphics company Do you have 35 years leading a customer service team Manage a small national customer service team 8 direct reports Friendly & supportive leadership teamHead of Customer Experience - $100m+...

  • Manager - Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia Charterhouse Full time

    Leading provider within the motor vehicle industry an experienced manager to lead a team within their maintenance division to ensure a high level of customer experience.- Manager Customer Experience:- Leading the maintenance division:- Motor Vehicle industry:- Inner CBD, Hybrid working:- $145 pkg + bonusAbout the CompanyASX listed organisation, operating...

  • Customer Experience

    2 weeks ago

    Sydney, New South Wales, Australia ServiceNow Full time

    Company DescriptionWork matters. It's where we spend a third of our lives. And the workplace of the future is going to be a great place. We're dedicated to bringing that to life for people everywhere. That's why we put people at the heart of everything we do.People matter. Our people have a passion for learning, building, and innovating. Whether you're an...