Chief Customer Journey Officer

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $155,000 - $195,000
Job Title","

This role involves leading and developing a deep understanding of therapy area team objectives and needs.

The customer experience professional will leverage omnichannel knowledge to inform strategy and deliver new experiences, capabilities to achieve this.

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  • Understanding integrated brand team strategy, objectives, and priorities to identify opportunities for better omnichannel experience in one or two key therapy areas.
  • Providing expert support and guidance to franchise teams and their agencies in conceiving, designing, executing, and measuring these experiences in the Novartis environment and platforms.
  • Sharing deep expertise in at least one specialist digital discipline relevant to Novartis needs.
  • Helping teams evaluate global solutions and implement them locally.
  • Comparing campaign effectiveness within and across franchises to ensure best practices are shared effectively.
  • Leading or participating in cross-functional projects that improve omnichannel capability or deliver new experiences, coordinating with other areas of expertise in the team.
  • Developing playbooks and agency guidelines to improve operational efficiency.
  • Acting as Digital Governance delegate and ensuring compliance with digital assets, raising the level of omnichannel maturity within franchises.
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Commitment to Diversity & Inclusion:

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

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Minimum Requirements:

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  • At least 10 years' experience in digital marketing and operations.
  • Understanding of Customer Experience disciplines, including 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 outcomes in an agile/matrixed environment.
  • Experience developing guidelines and playbooks.
  • Experience working in and/or managing digital agencies.
","

Lead, Develop, Implement, Grow your career in Customer Experience. Build strategic partnerships, create impactful customer journeys, drive business growth and innovation.

","About Us","

We value diversity and inclusion. We strive to build a workplace where everyone can thrive and grow. If you're passionate about delivering exceptional customer experiences, join our mission-driven organization.

","We focus on fostering a culture that supports collaboration, creativity, and continuous learning.","This is an exciting opportunity to develop your leadership skills, collaborate with talented professionals and contribute to shaping the future of customer experience."],

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