Associate Director Rlt Customer Experience Design

vor 3 Wochen

Geneve, 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, RLT Customer Experience Design & Solutions will design and deliver seamless and connected customer experiences for HCPs and patients through integrated solutions and services, grounded in deep insights and human-centered design.
- This role will also be responsible for identifying and addressing customer needs and pain points and define, scale and optimize a core set of innovative solutions in partnership with International Markets which drive customer satisfaction.
- Major Activities:
- Service Design
- Uncover and synthesize insights across end-to-end customer journey
- Develop and iterate RLT service design blueprints across key International Markets
- Build frameworks and best practices for customer journeys and personas
- Leverage and build on US experience to design integrated customer journeys and strategies with specific use cases for International Markets
- Liaise with CE&E to leverage Novartis platforms, frameworks & best practices as applicable
- Customer Solutions
- Build and deploy RLT customer-facing solutions (digital and non-digital) across key International Markets to address pain points e.g., integrated front end customer portal and next generation administration devices
- Design and implement future state customer ecosystem for RLT across solutions, services, and engagement
- Support the detailed design of RLT patient experience
- leveraging core partnerships, channels and platforms ensuring scalability of design components (in collaboration with RLT Customer Platform team)
- Monitor evolving customer needs and competitive landscape as it relates to customer experience and services
- Performance Monitoring
- Ensure robust KPI measurement and reporting is in place across solutions and services
- Define, track and measure business and customer experience centric KPIs
- Partner with RLT Customer Operations & Platform team to drive solution integration and insights and strategic recommendations for how and where to evolve solutions and services
- Track and manage portfolio of customer experience projects and establish outcome-oriented decision-making processes on which projects to advance

**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 Business and / or pharmacology, pharmacy or medicine
- Minimum of 5+ years of experience in developing and executing digital marketing / omnichannel customer experience strategies across medical and commercial target audiences with demonstrated results
- 5+ years of experience of digital product development and integration of digital products and services
- Experience in Radioligand Therapy or similar complex therapies required
- Good understanding of Global Customer Experience landscape, development processes and methodologies
- Demonstrated experience of successfully architecting, delivering, and managing an integrated, omnichannel customer experience across multiple brands / therapeutic areas, ideally in the pharmaceutical industry
- Ability to define consistent Customer Experience frameworks (e.g., journey mapping, personae, briefs, content strategy, etc.)
- Demonstrated experience in collecting and synthetizing customer insights (via a mix of qual and quant methodologies) into consistent, actionable outputs to solve marketing challenges and drive personalization at scale; includes fluency in attribution and predictive content modelling with demonstrated results
- Experience of successfully leveraging digital innovation to improve business outcomes and maximize customer value; fluency / knowledgeable in key marketing automation and reporting platforms
- 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

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