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Director, Integrated Experience Planning - Rheumatology


Executive Director


East Hanover, New Jersey, United States

10 major new medicines planned for launch over the next few years creating new career opportunities for those who want to make a direct impact on patients at scale. We are Novartis. Join us and help reimagine medicine!<br><br>The Director, Integrated Customer Experience Planning and Optimization is responsible for establishing the patient & HCP experience strategy and designing integrated plans to deliver customer-centric campaigns and experiences across the Integrated Marketing & Customer Experience, US Pharma organization. This individual will be aligned to specific brands and will either report directly into the Head of Customer Experience Planning and Optimization (generally on growth or brand max brands) or a senior Integrated Customer Experience Planning & Optimization Lead (generally on launch brands). The Director will be charged with translating the overall communication strategy into actionable go-to-market activities that create a unified HCP & patient experience across their respective brands. This individual will collabo-rate with the Marketing Strategy Leads, Data, Insights, Analytics, the Content Lab and the NGE Marketing Team, as well as external partners, to architect an omnichannel customer experience for that deliver against the defined product strategy and objectives.<br><br>It is expected that they can 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<br><br>Your responsibilities include, but are not limited to:<br>• Primary contact with Marketing Strategists generally on growth to brand max scale products, and/or supporting a senior Integrated Customer Experience Planning & Optimization Lead generally on launch brands, to translate brand-specific and customer-centric concepts into personalized campaigns<br>• Business acumen to quickly analyze and understand the brand experience dynamics and effectively drive their team to synthesize internal and external insight and analytics to execute cohesive and coordinated campaigns and tactics across all touchpoints (digital and physical)<br>• Collaboration with the Customer Engagement organization to effectively plan a cohesive HCP experience across digital and physical touchpoints for the assigned Brand<br>• Expert at designing and delivering human-centered experiences that solve a specific customer need and strategically apply behavior science to change behavior and achieve improved patient outcomes. This includes analyzing and synthesizing client research, recommending and designing custom insight work like journeys and translating secondary sources into relevant insights about the business.<br>• Define and develop a point of view on the patient experience of the brand and the category it plays to shape marketing strategy. Understand how HCPs and patients navigate to and from brands in the category; uncover barriers and opportunities to optimize patient or HCP experience; define the human opportunity to drive greater brand growth.<br>• Identify knowledge gaps and develop and execute custom research (partnering with the Data, Insights and Analytics to address specific client outages: work with business lead and subject matter experts, develop and execute specific agency or Novar-tis capabilities to bring fresh perspective and identify opportunities to change or refine current assumptions about patient or HCP behavior in the category<br>• Drive the plan to achieve overall business objectives, collaborating closely across internal and external teams who may have accountability for executing parts of the integrated plan that reside outside of the Marketing and Customer Experience organization (e.g., PSS, Communications, Patient Engagement). This includes linking specific business and marketing objectives to high-level engagement opportunities<br>• Apply audience journey insights to drive channel selection and set communication priorities to direct overall planning approach to marketing KPIs that will achieve a patient or HCP behavior change.<br><br>Our selection process will prioritize US-based associates whose roles may be changing or may be impacted as a result of the Transforming for Growth reorganization. This is a US based position. No international relocation will be provided for this position.<br><br>The ideal location for this role is East Hanover, NJ but remote work may be possible (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result. If associate is remote, all home office expenses and any travel/lodging to East Hanover, NJ for periodic live meetings will be at the employee’s expense. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager. This position will require 20% travel.<br><br>The pay range for this position at commencement of employment is expected to be between $192,000 and $288,000 per year; however, while salary ranges are effective from 1/1/22 through 12/31/22, 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. <br><br><br>[#video# {#400,300#}#/video#]