Customer Experience Lead

2 weeks ago

Sydney, New South Wales, 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

  • Customer Experience Lead

    6 days ago

    Sydney, New South Wales, Australia beBeeCustomerExperience Full time $110,000 - $130,000

    We are seeking a Customer Experience Lead to oversee the customer support team and drive process optimization. This role is ideal for individuals who possess strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer experiences.Job DescriptionThe successful candidate will lead our customer support team,...

  • Customer Experience Lead

    2 weeks ago

    Sydney, New South Wales, Australia beBeeCustomer Full time $90,000 - $123,000

    Customer Service Manager RoleWe are seeking a Customer Service Manager to lead our team and deliver exceptional customer experiences.This role requires you to lead teams in providing outstanding customer service, ensuring a positive shopping experience.You will be responsible for coaching teams to excel in service delivery, safety, and merchandising...

  • Customer Experience Lead

    1 week ago

    Sydney, New South Wales, Australia beBeeExcellence Full time $95,000 - $125,000

    Transforming Customer ExperiencesScentre Group is a leading retail and luxury brand partner, creating unique shopping and leisure experiences for our customers. As a key player in the company's purpose to 'create extraordinary places, connecting and enriching communities,' you will have the opportunity to be part of a dynamic team that is shaping the future...

  • Customer Experience Lead

    1 week ago

    Sydney, New South Wales, Australia beBeeCustomer Full time $63,000 - $91,000

    Customer Experience Lead RoleThis is a key position within our customer service team, responsible for delivering exceptional customer experiences through prompt and effective complaint resolution. You will be the primary point of contact for customers seeking assistance with their queries and concerns.

  • Customer Experience Lead

    6 days ago

    Sydney, New South Wales, Australia beBeeCustomerExperience Full time $84,644 - $109,907

    About the RoleWe are seeking a Customer Experience Lead to drive exceptional service standards in our stores. This involves leading and developing a team to meet sales targets, cost control, and rostering requirements.Maintain excellent service standards, keeping the checkout area clean and safe for customers and colleagues.Drive a one-team culture that...

  • Customer Experience Lead

    1 week ago

    Sydney, New South Wales, Australia beBeeLeadership Full time $90,000 - $120,000

    Job DescriptionWe aim to exceed our customers' expectations by providing an exceptional customer experience.To achieve this, we need individuals who can lead and motivate a team to deliver great outcomes.Key ResponsibilitiesLead and manage a team within a sales/customer service environmentRecruit, select, and onboard team membersEnsure team members complete...

  • Customer Experience Lead

    1 week ago

    Sydney, New South Wales, Australia beBeeExceptional Full time $80,000 - $90,000

    Delivering Exceptional Customer ExperiencesAbout the RoleWe are seeking a seasoned Customer Service Manager to lead our team of professionals in providing high-quality service to customers.This is an exciting opportunity to make a real impact, resolve complex issues, and maintain accurate data records.Main Responsibilities:Provide front-line customer service...

  • Customer Experience Lead

    2 weeks ago

    Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $90,000 - $135,000

    Job Title: Customer Experience Lead\About the Role:\We are seeking an experienced customer success professional to lead our team in delivering exceptional customer experiences. As a key member of our organization, you will be responsible for managing complex customer relationships and driving business growth through strategic partnerships.\Key...

  • Customer Experience Lead

    2 weeks ago

    Sydney, New South Wales, Australia beBeeCustomer Full time $90,000 - $105,000

    Are you a charismatic leader with a passion for delivering exceptional customer experiences?This key role involves leading and developing our team of Club Supervisors, driving high standards of service while growing membership through engaging with members and guests.The Customer Service Manager will work closely with the operational service team, handle...

  • Customer Experience Lead

    1 week ago

    Sydney, New South Wales, Australia Bluescope Full time

    BlueScope is an Australian-born global success story spanning 15 countries. Our team of over 16,500 people is our strength and we want our people to be safe, successful and well. We're leaders and innovators in transforming steel into smart products and solutions that support society, today and in the future. We're proud of brands, like COLORBOND steel that...