Chief CX & Integrated Experience Strategy (Remote)

Novartis Group Companies; New York (NY); Remote; USD 237,000 - 439,000; Full time

Job summary

Novartis Group of Companies seeks an Executive Director, Integrated Experience Planning to shape patient and HCP experience strategy for assigned brands, translating objectives into integrated experiences, content and channels that drive outcomes.

Reporting to the Head of Customer Experience Planning and Optimization, this leader will guide the development, activation, measurement, and continuous optimization of unified experiences in collaboration with Marketing Strategy, Data/Insights,

Qualifications

• Bachelor's degree in related field.
• 15+ years of marketing strategy, customer experience, integrated planning, or related disciplines.
• Demonstrated expertise in experience design, behavioral strategy, integrated planning, channel orchestration, and measurement.
• Proven ability to translate business and brand strategies into actionable, measurable HCP and patient experience plans.
• Experience using customer insights, behavioral evidence, data, analytics, and experimentation to guide decisions and optimize performance.

Responsibilities

• Serve as Marketing Strategy's primary CXPO partner to translate objectives into integrated HCP and patient experiences.
• Develop a clear point of view on the HCP and patient experience within the brand and category.
• Lead integrated experience planning to align internal and external teams across the full customer experience.
• Directly manage development, activation, measurement, and optimization of Integrated Experience Plans.
• Collaborate with cross-functional partners to align experience strategy, content, channels, capabilities, and execution across touchpoints.
• Analyze brand and customer dynamics and synthesize insights to inform decisions across digital and physical touchpoints.
• Design human-centered experiences addressing defined customer needs and applying behavioral science.
• Identify knowledge gaps and conduct research that tests assumptions and informs decisions.
• Apply insights to define experience requirements, content priorities, channel roles, and measurement needs.
• Lead, coach, and develop Integrated Experience Planning talent, including AI applications.

Skills

Cross-functional collaboration

Leadership

Strategic thinking

Experience design

AI fluency

Education

Bachelor's degree

MS/MBA preferred

Tools

Analytics tools

Job description

Novartis Group of Companies seeks an Executive Director, Integrated Experience Planning to shape patient and HCP experience strategy for assigned brands, translating objectives into integrated experiences, content and channels that drive outcomes.

Reporting to the Head of Customer Experience Planning and Optimization, this leader will guide the development, activation, measurement, and continuous optimization of unified experiences in collaboration with Marketing Strategy, Data/Insights,