Executive Director, Integrated Experience Planning

Job Description Summary

This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager.
The Executive Director, Integrated Experience Planning, is responsible for designing integrated experience plans to deliver customer-centric campaigns that drive behavior and grow the business. This specific role will lead the IMPact and Launch Excellence team and will report directly into the VP, Customer Experience Planning and Optimization (CXPO). This individual will be charged with leading and optimizing the integrated marketing process and capability at an above-brand level. As such, this role will collaborate with other Integrated Marketing Organization (IMO) disciplines (Marketing Strategy, Content Lab, MarTech Product Management, Marketing operations) other NVS functions (IDS, Comms, Customer Engagement), and external partners as needed to deliver against the CXPO Vision and Mission as well as the overall objectives of IMO.
This role will also collaborate with the Creative Excellence and Effectiveness Lead to translate the principles of creative effectiveness into actionable application across brand experiences.
It is expected that this individual will be able to navigate complicated multi-functional agency teams and brand/business relationships; and develop and deliver a strong point of view to internal and external audiences, while quickly shifting gears based on ongoing data-based insight gathering to meet the requirements of the business. This individual will draw upon previous experiences to confidently drive decisions while navigating ambiguity with the intent to help client and agency teams drive marketing focus and program accountability for business success.

Job Description

Key Responsibilities:

• Leading, implementing, and optimizing an enterprise approach to experience planning (through our IMPact planning system) inclusive of frameworks, capabilities, tools, and trainings that improve our approach and deliver for our patients and the business
• Working directly with the Creative Excellence and Effectiveness Lead to translate creative effectiveness principles into actionable applications through experience plans to unlock the potential of creative excellence at Novartis.
• Being a recognized expert at designing and delivering human-centered experiences that solve a specific customer need and strategically apply behavioral science principles in service of improved patient outcomes.
• Supporting senior Integrated Experience Planners and Marketing Strategists to develop and operationalize integrated Experience Plans
• Enabling the delivery of best-in-class launches with our integrated marketing planning (IMPact) across the lifecycle thanks to clarity, visibility & transparency of readiness
• Integrating experience planning/creative learnings and benchmarking internally and externally to track continuous improvement
• Continuously innovating our CX approach and capability and identifying areas to test & learn to stay ahead of the curve and trends
• Evolving ways of working and responsibilities as they arise to fulfill the intent of the role as outlined.

Essential Requirements:

Education

(minimum/desirable):  Bachelor's degree in related field is required; Master of Science and/or MBA preferred.

• 10 years of demonstrated experience identifying opportunities and driving solutions to create an orchestrated customer journey.
• 5 years of experience in leading a Customer Experience function, leading and growing an organization, and driving the planning and strategy for multiple brands and audiences.
• 5 years of demonstrated experience in utilizing data, insights, behaviors, and analytics to optimize customer experiences.
• 5 years of experience in customer engagement, social media and CRM, to leverage journey mapping, personalization, and content to realize and maximize customer value.
• Orchestrating customer journeys that resonate with healthcare providers and improve the lives of their patients preferred.
• Embraces a collaborative approach and experience; thrives working closely with research, content, and data specialists to diagnose and solve client business challenges and audience pain points or opportunities for marketing.
• Can be a beacon for customer-centric thinking within Novartis and our partners and beyond what it is, why it’s important, and how it can improve the day-to-day relationship between brands and their customers.
• Experience with media and content testing to analyze effectiveness of integrated communications in HCP or DTC category marketing.

The pay range for this position at commencement of employment is expected to be between $214,900.00 and $399,100.00 per year; however, while salary ranges are effective from 1/1/25 through 12/31/25, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

EEO Statement:

The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. 

Accessibility and reasonable accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please send an e-mail to [email protected] or call +1(877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Salary Range

$214,900.00 - $399,100.00

Skills Desired

Agility, Brand Awareness, Cross-Functional Collaboration, Customer Engagement, Customer Experience, Customer Insights, Data Analytics, Digital Marketing, Go-To-Market Strategy, Influencing Skills, Inspirational Leadership, Marketing Strategy, People Management, Product Positioning, Product Roadmap, Sales, Stakeholder Engagement, Stakeholder Management, Strategic Marketing