Customer Strategy, Capability & Excellence Head

Job Description Summary

The role primarily focuses on driving Customer Strategy and building long-term competitive capabilities to ensure Corporate innovation and sustainability for future competitive advantage.

Job Description

Key Responsibilities:

Your responsibilities include but are not limited to:

• Driving holistic Customer Experience (CX) strategy by developing CX thought leadership & guidelines supporting standards & harmonization, and by building long-term competitive advantage capabilities on CX, manage roadmap and coordinate readiness of tech systems and analytics products

• Designing experience strategies together with Therapeutic Areas leveraging customer-centric methodologies

• Liaise with the Global Team (MAP and CE&E mainly) to ensure local adaptation of global programs to the country environment

• Work with the Therapeutic Areas to implement the customized learning journey for the Field associates that will both leverage on internal resources and the collaboration with external vendor/partners.

Essential Requirements:

• Extensive experience (10+) in Digital / Customer Experience / Innovation

• Extensive experience in managing digital transformation projects inside complex organizations

• Extensive (10+) years of experience in a leadership role, and proven ability to manage a team and motivate associates across a matrixed organization

• English on a Fluent level

• A previous experience in a marketing role will be considered a plus

• A previous experience in a pharmaceutical company will be considered a plus

• Ability to manage multiple stakeholders, business partnership mindset and ability to influence across matrix

• Excellent project/process management skills

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: https://www.novartis.com/about/strategy/people-and-culture

You will receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook.https://www.novartis.com/careers/benefits-rewards

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

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here:  https://talentnetwork.novartis.com/network

Skills Desired

Agility, Brand Awareness, Cross-Functional Collaboration, Customer Engagement, Customer Experience, Customer Insights, Data Strategy, Digital Marketing, Go-To-Market Strategy, Influencing Skills, Inspirational Leadership, Marketing Strategy, Media Campaigns, People Management, Product Marketing, Product Roadmap, Return on Investment (ROI), Stakeholder Engagement, Stakeholder Management, Strategic Marketing