Associate Director, Experience Personalization & Optimization

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Summary

The Associate Director, Experience Personalization & Optimization will be responsible for delivering an integrated, omnichannel customer experience for specific brand(s) within the Integrated Marketing and Customer Experience, US Innovative Medicines organization.

This role will report into the Director, Integrated Experience Planner and be charged with defining and delivering a personalized, targeted, and enhanced way of reaching and engaging customers across channels to drive behavior change.

Location : The ideal location for this role is East Hanover, NJ site but remote work may be possible (there may be some restrictions based on legal entity).

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 NJ site for periodic live meetings will be at the employee’s expense.

This position will require some travel.

About the Role

Major accountabilities :

• Partner with Integrated Customer Experience & Optimization Planners and Marketing Strategy leads to translate brand-specific and customer-centric concepts into personalized campaigns across multiple channels for specific brand(s)
• Deliver cohesive and coordinated campaigns and tactics across all touchpoints (digital and physical)
• Apply data and insights to optimize and continuously improve the customer experience in service of achieving the defined brand(s) product strategy;

analytic acumen is preferred

Partner with cross-functional Novartis stakeholders to effectively plan and deliver cohesive HCP and patient experiences across channels for the assigned brand;

this includes team members from Marketing Strategy, Novartis Patient Support, PR / Comms, Data Insights and Analytics, Medical as appropriate

• Architect and deliver human-centered experiences that solve a specific customer need, while also having sufficient technical expertise to understand choices and trade-offs across channels to deliver the best possible experience
• Consistently and effectively apply channel and communications planning best practices; apply audience journey insights to drive channel selection and set communication priorities
• Design and deliver programs and experiences that are on time and on budget across customer touchpoints

Minimum Requirements :

• Bachelor's degree in related field is required
• Master of Science and / or MBA preferred
• Minimum of 5 years of experience in leading and developing communication or marketing strategy in a regulated industry
• Multi-functional experience in Pharmaceutical, Healthcare or Consumer Packaged Goods, preferred
• 5 years of experience of successfully architecting, delivering, and managing an integrated, omnichannel customer experience across HCPs, patients or both
• 5 years of demonstrated experience in utilizing data, insights, behaviors, and analytics to optimize customer experiences
• Ability to identify opportunities and drive solutions to create an orchestrated Customer Experience to create experiences that matter
• Ability to work in a collaborative environment, working closely with research, content, and data specialists to diagnose and solve client business challenges and audience pain points or opportunities for marketing
• Comfort with a high level of collaborative development with cross-functional team of marketers across the Novartis Product, Marketing, Data Insights and Analytics, PR / Comms and agency teams, able to manage and develop relationships and help frame conversations and work on a collective goal of effective experiences.
• Experience with media and content testing to analyze effectiveness of integrated communications in HCP or DTC category marketing and / or similar experience in designing and delivering marketing campaigns
• Strong cross-functional leadership and ability to collaborate effectively with various stakeholders and teams including Communications, Legal, Regulatory, Compliance and IT

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?

EEO Statement :

The Novartis Group of Companies are Equal Opportunity Employers who are focused on building and advancing a culture of inclusion that values and celebrates individual differences, uniqueness, backgrounds and perspectives.

We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.

We are committed to fostering a diverse and inclusive workplace that reflects the world around us and connects us to the patients, customers and communities we serve.

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