Chief Orchestrator of Enterprise Experience & Alignment

Novartis Group Companies; United States; Remote; USD 237,000 - 439,000; Full time

Job summary

Novartis Group of Companies is seeking an Executive Director, Enterprise Experience Planning & Integration, to unite Marketing, Patient Services, Medical, Advocacy, Access, Field Sales, Digital Engagement, and Enterprise Partnerships.

The role focuses on reducing fragmentation and delivering a seamless patient experience across lifecycles, using governance and operating models to align stakeholders across a complex organization.

Qualifications

• Bachelor's degree in related field required; Master of Science and/or MBA preferred.
• 10+ years of demonstrated experience identifying opportunities and driving solutions to create an orchestrated customer journey.
• 5 years of demonstrated experience using data, insights, behaviors, and analytics—along with customer engagement, social media, and CRM—to optimize customer experiences through journey mapping, personalization, and content.
• Embraces a collaborative approach and experience; works with research, content, and data specialists to diagnose and solve client business challenges.
• Champions customer-centric thinking within Novartis and partners to improve brand-customer relationships.
• Experience with media and content testing to analyze effectiveness of integrated communications in HCP or DTC marketing.
• Strong cross-functional leadership and collaborative-development experience; able to align teams across functions and functions across departments.
• Experience leading a Marketing transformation & vision within pharma/biotech/Life Sciences.

Responsibilities

• Establish an enterprise view of customer and patient journeys and refine experiences across functions.
• Ensure enterprise functions are represented in experience planning and priority initiatives.
• Identify gaps and ownership issues creating fragmented experiences and address them.
• Champion patient and caregiver perspectives across strategy, design, content, and engagement initiatives.
• Strengthen continuity across the patient lifecycle from trial participation through engagement and support.
• Advance approaches that deepen engagement with patient communities, especially in rare/ specialty conditions.
• Establish governance aligning leaders around priorities and monitor outcomes with shared metrics.
• Support priority launches requiring cross-functional coordination from planning through execution.
• Define and track shared experience outcomes and provide visibility into adoption and execution.
• Develop frameworks and processes that enable scalable enterprise alignment while complying with ethics and risk policies.

Skills

Strategic leadership

Cross-functional collaboration

Data analytics

CRM

Marketing transformation

Customer experience

Stakeholder management

Education

Bachelor's degree

Master of Science / MBA

Tools

CRM

Job description

Novartis Group of Companies is seeking an Executive Director, Enterprise Experience Planning & Integration, to unite Marketing, Patient Services, Medical, Advocacy, Access, Field Sales, Digital Engagement, and Enterprise Partnerships.

The role focuses on reducing fragmentation and delivering a seamless patient experience across lifecycles, using governance and operating models to align stakeholders across a complex organization.