RLT Customer Solution

Band

Level 6

Job Description Summary

Location: Basel, Switzerland
#LI-Hybrid

The Director, RLT Customer Solution & Strategy, converts customer needs into validated solution blueprints that improve center experience and operational performance. This role holds accountability for designing all solutions that strengthen the value proposition for treatment centers, translating customer research, center insights, and business cases into comprehensive blueprints ready for deployment by cross-functional teams.

Bridging innovation, technology, and operations, the incumbent leads cross-functional projects to design end-to-end solutions with a sharp focus on making "Pluvicto/RLT" reliable, fast, and simple, while differentiating the Pluvicto/RLT customer experience and developing tools to support an ecosystem model. This includes reducing order-to-delivery timelines, enabling urgent treatment requests, optimizing reverse logistics and human waste management, and streamlining user experiences by consolidating multiple interfaces to simplify RLT processes for accounts.

By collaborating with IT, analytics, supply chain, external vendors, and ERC/Legal teams, this role ensures that solutions are validated, compliant, deployment-ready, and deliver measurable improvements in center satisfaction, loyalty, and commercial performance

 

Job Description

Major Accountabilities:

Solution Blueprint Development & Validation:

• Translate customer research insights, center needs, and barrier priorities from the RLT Account / Ecosystem Director into comprehensive solution blueprints that address operational optimization, competitive gaps, and customer experience challenges. 
• Develop prototypes and tools that advance the country's go-to-market (GtM) strategy toward an "ecosystem" model—a systematic approach designed to optimize referral pathways, enhance RLT center capacity, eliminate clinical non-barriers, and strengthen cross-functional collaboration at the territory level. This will maximize the commercial uptake of Pluvicto/RLT. 
• Develop detailed business cases for prioritized solutions, including investment requirements, implementation timelines, risk assessments, and success metrics that enable executive decision-making. 
• Assess end-to-end impact of proposed solutions across all platforms, systems, and interfaces—ensuring solutions integrate seamlessly into the order-to-delivery journey without creating unintended operational disruptions. 
• Lead validation process with Ethical, Risk & Compliance (ERC) and Legal teams to ensure solutions meet regulatory requirements, data privacy standards, and company policies before deployment—securing approvals and sign-offs. 
• Create value communication materials and training programs that enable centers to understand, adopt, and maximize benefits from new solutions—translating technical capabilities into customer-facing value propositions. 
• Deliver validated, deployment-ready blueprints for cross-functional execution and scaling. 

Cross-Functional Leadership & Solution Partners Management:

• Lead cross-functional project squads without direct reporting authority, mobilizing resources from IT, analytics, supply chain, medical affairs, and commercial operations to deliver strategic solutions on time and within scope. 
• Drive engagement with external vendors (solution partners) through structured processes, identifying specialized capabilities needed to address customer needs and expand the value proposition beyond internal capabilities. 
• Oversee external vendor development of specialized solutions—such as economic models, digital tools, and analytics platforms—ensuring deliverables meet specifications and quality standards. 
• Coordinate across departments to define detailed requirements, allocate resources, track project milestones, manage dependencies, and resolve blockers that threaten solution delivery or quality. 
• Maintain strong project governance, including status reporting to senior leaders, risk management, budget tracking, and scope management to ensure solutions deliver promised outcomes within business case parameters. 

Innovation & Continuous Improvement:

• Lead cross-functional project squads without direct reporting authority, mobilizing resources from IT, analytics, supply chain, medical affairs, and commercial operations to deliver strategic solutions on time and within scope. 
• Drive engagement with external vendors (solution partners) through structured processes, identifying specialized capabilities needed to address customer needs and expand the value proposition beyond internal capabilities. 
• Oversee external vendor development of specialized solutions—such as economic models, digital tools, and analytics platforms—ensuring deliverables meet specifications and quality standards. 
• Coordinate across departments to define detailed requirements, allocate resources, track project milestones, manage dependencies, and resolve blockers that threaten solution delivery or quality. 
• Maintain strong project governance, including status reporting to senior leaders, risk management, budget tracking, and scope management to ensure solutions deliver promised outcomes within business case parameters. 

Essential Requirements:

• 5+ years of experience leading innovation projects and agile teams, with proven track record of translating customer needs into successful solutions that deliver measurable business impact. 

• Strong project management (PMO) expertise, including experience leading cross-functional initiatives, managing complex dependencies, driving accountability without direct authority, and delivering projects on time and within budget. 

• Demonstrated ability to work at the intersection of business strategy, technology, and operations—understanding how digital platforms, process redesigns, and service models combine to create differentiated customer value. 

• Experience in pharmaceutical or healthcare industry, with understanding of complex operational processes, regulatory requirements, and the importance of compliance validation in solution design. 

• Proven ability to engage and manage external vendors, including writing RFPs, evaluating proposals, overseeing development work, and ensuring deliverables meet business requirements and quality standards. 

• Strong analytical and business case development skills, with ability to assess end-to-end process impacts, quantify benefits, identify risks, and build compelling investment cases for solution initiatives. 

• Expertise in marketing and communication, with ability to translate technical solutions into customer-facing value propositions and create training materials that drive adoption and maximize impact. 

• Experience working with IT, analytics, supply chain, and compliance teams to design integrated solutions that balance customer needs with operational feasibility and regulatory requirements. 

• Agile mindset with comfort in experimentation, learning from pilots, iterating based on feedback, and adapting solutions to diverse market contexts

Desirable Requirements:

• Leads through influence and expertise, mobilizing cross-functional resources, external vendors, and senior stakeholders to deliver complex solutions without direct reporting authority.

• Demonstrates systems thinking by understanding how solutions impact the entire order-to-delivery journey, anticipating unintended consequences, and designing for seamless integration across platforms and processes.

• Drives accountability and execution excellence by establishing clear project governance, tracking milestones rigorously, escalating blockers proactively, and ensuring solutions deliver promised outcomes.

• Builds credibility through deep understanding of customer needs, operational realities, and technical feasibility—translating abstract business cases into concrete, actionable blueprints that teams trust and execute.

• Communicates complex solution designs clearly to diverse audiences, from technical teams (IT, analytics) to business leaders to external customers—adapting messaging to drive understanding and alignment.

• Balances bold innovation with pragmatic execution, pushing for ambitious solutions that differentiate Pluvicto while ensuring designs are feasible, compliant, scalable, and deliver ROI within acceptable timeframes.

• Partners effectively across the organization, building strong relationships with Treatment Center Director (who provides requirements), Orchestrator (who deploys blueprints), and functional teams (IT, supply, compliance) who contribute to solution success.

• Anticipates risks and manages them proactively, including regulatory compliance, vendor delivery, technical integration challenges, and resource constraints that could derail solution development.

Location:

This role is based in Basel, Switzerland.

Benefits:

Read our handbook to learn about all the ways we'll help you thrive personally and professionally: Novartis Life Handbook

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.

Accessibility and accommodation:

Novartis is committed to working with and providing reasonable accommodation to all individuals. If, be-cause of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to receive more detailed information about the essential functions of a position, please send an e-mail to and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

 

Skills Desired

Agility, Brand Awareness, Cross-Functional Collaboration, Customer Engagement, Customer Experience, Customer Insights, Data Strategy, Digital Marketing, Go-To-Market Strategy, Influencing Skills, Inspirational Leadership, Marketing Strategy, Media Campaigns, People Management, Product Marketing, Product Roadmap, Return on Investment (ROI), Stakeholder Engagement, Stakeholder Management, Strategic Marketing

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