Over 108,000. That's how many US patients our oncology products touched in 2018. And while we're proud of that, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people's lives?
We believe the answers are found when curious, courageous and collaborative people like you are empowered to ask new questions, make bolder decisions and take smarter risks. "* This position represents our cultural shift toward a customer-in culture to deliver a 360 seamless experience with Novartis. The CE&E Lead will support and contribute to the delivery of the vision and mission of the organization by creating an organizational strategy for positive customer experience, seamlessly integrating brand, digital, marketing and customer service elements.
* Drive the strategy as it relates to customer experience innovation, enabling the collective team to think and approach problem solving differently. CE&E will also facilitate the mobilization and scaling of new ways of working through agile principles and methodologies and driving transformational projects that span moments that matter along the patient journey and across our key customer groups. * The CE&E Head is responsible for oversight of the entire customer journey, ensuring delivery of consistent, compelling, and relevant experiences focused on driving impact and growth. Success will be defined by purposeful and positive interactions for HCPs, healthcare stakeholders and Novartis associates. * The CE&E Head will lead country teams to continually evaluate business practices, methods and strategies to improve customer interactions. They must boost the overall impression of and trust in the company and brand. The move toward a customer-centric culture requires many functions across the organization to be customer-focused. The CE&E Head will work toward that goal, aligning marketing, sales, access, medical, BEO, D&D and break down silos that prevent great customer experiences. * The CE&E will ensure continuous portfolio assessment and prioritization bringing the point of view of the customers and will coordinate launch Country Performance Reviews measuring up against defined success metrics, checking how messages are resonating with customer, looking how the competition has reacted and whether adjustments are needed to the launch strategy and implementation. * Integrate and collaborate with different functions (e.g. Business Excellence, Marketing, D&D, Medical, Value and Access etc.) and across geographies (ORE, AMACO and LACAN) and work closely with their International Market Partners.