Global Head, Customer Experience Strategy

20+ launches over the next 5 years At Novartis we are reimagining medicine to address some of society’s most challenging healthcare issues. We discover and develop break-through treatments and find new ways to deliver them to as many people as possible. Customer Experience is a foundational element of achieving our aspiration to reach twice as many patients twice as fast.

The Global Head of Customer Experience Strategy will build a new enterprise capability to better meet the demands of a modern complex healthcare environment while becoming the industry leader in customer experience and commercialization. This role will be the enterprise champion for Customer Experience, accountable for designing, building, implementing, and scaling a highly innovative and impactful Customer Experience capability across the enterprise.
Investing in our future-focused organizational capabilities

In Customer Experience will unlock the full human potential of our medicines.

Key responsibilities:

- Be the global leader of Customer Experience strategy and capability development including building the unit; developing the programs, tools, training; embedding new capabilities into core business processes; and scaling across the enterprise.
- Identify & execute bold disruptive ideas to accelerate enterprise Customer Experience capability to design and deliver extraordinary customer experiences at scale.
- Lead Customer Experience strategy cross-functionally across marketing, medical and launch matrix teams in shaping the capability worldwide.
- In a complex healthcare world, build Novartis to being the best in Customer Experiences, regardless of which industry we are modelling against.

**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**

What you’ll bring to the role:

- Graduate education in Health Sciences, Marketing, or Business Management
- Experience leading Customer Experience strategy and embedding customer centricity into real-world challenges through Design Thinking, Systems Design, and Digital Solutions
- Exceptional track record driving bold and disruptive change
- Experience leading transformational digital, data and customer experience solutions to support evolution of organizational and individual capabilities
- Strong influencing skills at all levels of a multinational enterprise, and the ability to exercise tact, diplomacy, and decisiveness in situations where input may not be consistent

Preferred Experience:

- Thrives working in fast paced, complex and ambiguous environment while remaining flexible, proactive, resourceful, and efficient
- Executive-level Commercial Leader in a top brand, global organization with successful track record leading cross functionally and across geographies without direct authority

Why Novartis?
769 million lives were touched by Novartis medicines in 2020, 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

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here:
**Division**

PHARMA

**Business Unit**

GLOBAL PRODUCT & PORTFOLIO STRATEGY

**Country**

Switzerland

**Work Location**

Basel

**Company/Legal Entity**

Novartis Pharma AG

**Functional Area**

Marketing

**Job Type**

Full Time

**Employment Type**

Regular

**Shift Work**

No

**Early Talent**

No