Customer Experience Lead

6 months ago

Sydney, Australia Novartis Full time

This role is based out of Sydney but is hybrid, mix of onsite and remote.
We are seeking a Customer Experience professional to lead and 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 & Omni Channel.
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._

**Minimum requirements**

What you’ll bring to the role:

- At least 10 years digital marketing and operations skills, likely acquired at least in part outside of a pharma 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: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we
achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us Learn more here:

You’ll receive: Global Link - if something more country specific please use) (Editable Section unique to each country/function - share what you can)

Commitment to Diversity and Inclusion / EEO: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

**Division**

Innovative Medicines International & Chief Commercial Office

**Business Unit**

APMA IMI

**Country**

Australia

**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**

No

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