Bringing life-changing medicines to millions of people, Novartis sits at the intersection of cutting-edge medical science and innovative digital technology. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs and an in-house marketplace for rotations and project work. With strong medicines pipeline our current transformation will not just deliver growth for our business but continue to allow us to bring innovative medicines to patients quickly.

As part of the IMI transformation, we have a newly crafted position Customer Experience Lead supporting the business.

This role leads 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

Diversity & Inclusion / EEO

Novartis is 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
• General competence across the digital marketing spectrum, deep expertise in at least one or two relevant domains (web, mobile, email, social, media, etc)
• 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

#transformingforgrowth

Why Novartis?

766 million lives were touched by Novartis medicines in 2021, and while we're proud of this, we know there is so much more we could do to help improve and extend people's lives.

We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world's toughest medical challenges. Because the greatest risk in life, is the risk of never trying!

Imagine what you could do here at Novartis!

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

Division

PHARMA

Business Unit

AMAC

Location

Australia

Site

Sydney

Company / Legal Entity

AU Pharma Pty Ltd

Functional Area

Marketing

Job Type

Full Time

Employment Type

Regular

Shift Work

No