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Job Details

Director, NPS Analytics - PSC Operations


Executive Director


Phoenix, Arizona, United States

Director, NPS Analytics - PSC Operations

Job ID


Mar 25, 2024


About the Role

Up to 27 potential launches expected in the next 5 years at Novartis. The Novartis Patient Support team is at the forefront of redefining how the industry helps patients get access to treatment. Do you want to be part of a team that puts patients first with a strong focus on reimagining patient-centric initiatives? We’d love to hear from you.

One of the most important functions in today’s pharmaceutical industry is patient services. As ease of accessing HCP prescribed medications has become more difficult, the ability of Pharma to build, design, implement, and run dynamic end-to-end patient support offerings has become absolutely critical to a patient’s success.

The Director, NPS Analytics– PSC Operations will lead a team of analytics experts focusing on operational data in support primarily of the Patient Support Center (PSC). This role will require proficiency in different data sources and analytical methods. Systems will include Google Analytics, Salesforce CRM and Marketing Cloud, AWS and Genesys, among others. This role will provide both real time and longer-term analytics to support the operations and planning of the PSC.

Major Accountabilities

-Strong understanding of patient access and reimbursement operations, including patient onboarding, co-pay, adherence and reimbursement services

Demonstrate deep understanding of the patient services internal and vendor landscape, including Benefit Investigation, Prior Authorization, Co-pay, patient & practice authorizations, consent / opt-outs, and ongoing refill management solutions, for all product archetypes.

-Define and be responsible for the implementation of an analytics roadmap for the Patient Support Center (PSC) that delivers operational reporting and analytics solutions for all collaborators

-Establish operational metrics, KPIs and power stats in partnership with the PSC teams, and be responsible for the development of operations dashboards that provides visibility into performance

-Data storytelling to build a compelling narrative based on sophisticated data and analytics that help influence and advise key strategic decisions for leadership

-Drive decision making via a focused, hypothesis-driven approach and craft the findings into leadership presentations highlighting key actions

-Drive operational efficiency by creating root-cause analysis into programs and summarizing recommendations for PSC leadership

-Foster new innovative analytical solutions (data science, artificial intelligence etc...) in operations to help deliver personalized and customized experience to our patients

-Handle data vendor staff for timely delivery of reporting and analytics

The pay range for this position at commencement of employment is expected to be between $201,600.00 and $302,400 per year; however, while salary ranges are effective from 1/1/24 through 12/31/24, 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.

The ideal location for this role is Pheonix, AZ or East Hanover, NJ. 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 specific East Hanover 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.

Diversity & Inclusion / EEO

We are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Accessibility and Reasonable Accommodations: Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please let us know the nature of your request, your contact information and the job requisition number in your message:

Role Requirements

What you will bring to the role:

Education (minimum/desirable):

-Bachelor of Science degree required

-Advanced degree (MS or MBA) preferred


-8 + years of progressive analytics experience with demonstrated ability in leading and building data-driven teams

-Minimum 3 years of experience in patient services and reimbursement operations, either in Pharma or at reimbursement HUBs

-Demonstrated experience of delivering real-time operational insights in Patient services and reimbursement operations, strongly preferred.

-Demonstrated ability into working with data from CRM platforms, telephony systems, electronic reimbursement systems, pharmacy, Co-pay etc.

-Demonstrated ability in championing the use of innovative data science solutions to motivate change in operations

-Experience analysing sophisticated situations, integrating & synthesizing data from various sources, establishing a complete cohesive picture and delivering actionable insights

-Strong communication skills and ability to translate technical information into simple insights for leaders

-Experience in getting results in a matrix organization

-Shown self-starter and ability to deliver strongly in a “hands-on” role

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!

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?

Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up:



Business Unit

Novartis Patient Support




Phoenix, AZ

Company / Legal Entity

Novartis Pharmaceuticals

Functional Area


Job Type

Full Time

Employment Type


Shift Work