Associate Director, Rlt Customer Experience Strategy

vor 2 Wochen

Genf, Genf, Schweiz Novartis Vollzeit

AAA Statement

Advanced Accelerator Applications, a Novartis company, is an innovative medicines company focused on the development of products for targeted radioligand therapy and precision radioligand imaging. We are committed to transforming patients' lives by leading innovation in nuclear medicine.

AAA offers professionals the opportunity to face new challenges and pursue a career in a fast growing, technology driven healthcare company. We are passionate about improving patient health by leading innovation in nuclear medicine. We are looking for people who share our commitment to help us achieve this goal. Advanced Accelerator Applications is an Equal Opportunity Employer (EOE).

  • Job Purpose:
  • The Associate Director, Customer Experience Strategy will collaborate with International Markets and TA to identify, validate and prioritize customer needs and develop a customercentric ecosystem strategy to enable a seamless and connected
    RLT experience across the endtoend customer journey. This role will establish customer feedback loops to continuously meet and exceed customer needs, by identifying and addressing pain points, making strategic decisions about product and process design and implementing changes to logistics and supply chain that improves the overall customer experience.
  • Major Activities:
  • Customer Experience strategy
  • Develop and own endtoend customer focused strategy and roadmap from concept to deployment to support
    RLT business in partnership with the International Market teams and TA
  • Identify, validate and prioritize critical customer pain points across the endtoend journey to improve the customer ecosystem
  • Establish customerfeedback mechanisms to listen to the customer, ongoing value addition to customer experience and continuous improvement
  • Lead strategic direction on product and process design (internal and external), logistics, and supply chain improvements
  • Embedding customer centricity
  • Establish and build Customer Advisory Council to uncover and validate critical challenges, prioritize and test viable solutions
  • Play a key role driving and embedding customercentric innovation practices across the business, transforming processes, culture and ways of working
  • Align and collaborate with US
    RLT Customer Engagement team for sharing best practices and deploying a consistent customer experience globally
  • Establish, track and report key customer focused KPIs

Commitment to Diversity & Inclusion:

  • Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._

Minimum requirements

  • Education: Advanced university degree in science and / or pharmacology, pharmacy or medicine
  • Minimum 8 years of digital / customer experience related to commercial, medical and manufacturing activities, including implementing and scaling digital solutions
  • Experience with Radioligand Therapy or similar complex therapies required
  • Experience of across major markets e.g., US or Europe especially in the context of customer facing strategies and execution required
  • Demonstrated business impact of customer experience initiatives, through organizational metrics, revenue, profit, or cost optimization initiatives
  • Good understanding of Global customer experience landscape, development processes and methodologies
  • Critical thinking, analytical and problemsolving skills and the experience and ability to work with a customercentric approach
  • Senior, executive level presentation skills with ability to communicate and engage at all levels within the organization
  • Demonstrated business expertise and knowledge (business acumen) and the ability to consult internally and/or externally
  • Aligned with Novartis Values & Behaviours
  • Language(s): Fluency in spoken and written English; other languages helpful but not required

Possible locations:
Switzerland (Geneva or Basel) or East Hanover (NJ, USA)

RLT

Division

  • Oncology

Business Unit

  • ADVANCED ACCELERATOR APPLICATIONS

Country

  • Switzerland

Work Location

  • Geneva

Company/Legal Entity

  • AAA International SA

Functional Area

  • Marketing

Job Type

  • Full Time

Employment Type

  • Regular

Shift Work

  • No

Early Talent

  • No

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