Customer Experience Lead

6 months ago

Sydney, 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 cross-functional 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

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