Job Description

Band

Level 6The Director, Integrated Customer Experience Planning and Optimization leads the development and execution of integrated experience strategies for HCPs and patients across the US organization, advancing the Integrated Experience Planning vision through cross-functional collaboration, expert integration, and continuous optimization. This role translates brand strategy into actionable go-to-market plans, partnering with Marketing Strategy, Insights & Decision Sciences, the Content Lab, Marketing Automation, and external partners to architect cohesive omnichannel experiences that support product and business goals. The ideal candidate brings a strong point of view, navigates complex stakeholder and agency relationships with confidence, and uses data-driven decision-making to drive marketing effectiveness, accountability, and business impact.

This position is located in East Hanover, NJ and will not have the ability to be located remotely. Please note that this role would not provide relocation, and only local candidates will be considered. This position will require up to 20% travel as defined by the business (domestic and/or international).

Key Responsibilities:

• Lead the development and execution of integrated experience plans for HCPs and patients, aligned to the Integrated Experience Planning vision and the unified Novartis planning approach (IMPact). Partner across functions to integrate expertise, optimize experiences, and ensure plans deliver against behavioral, brand, and business objectives. Build alignment, inform key business decisions, and present recommendations to senior management.
• Provide strategic leadership to Marketing Strategy, General Management, and cross-functional teams through coaching, guidance, and team development. Support indication launches by shaping market opportunity, forecasts, and execution plans in alignment with global and local priorities. Ensure brand integrity and compliance across functions, including regulatory, safety, manufacturing, packaging, distribution, and supply planning.
• Primary contact with Marketing Strategists on growth to brand max scale products, and/or supporting a senior Integrated Customer Experience Planning & Optimization Lead generally on launch brands, to translate brand-specific and customer centric concepts into personalized campaigns
• Utilize business acumen to quickly analyze and understand the brand experience dynamics and effectively drive team to synthesize internal and external insight and analytics to execute cohesive and coordinated campaigns and tactics across all touchpoints (digital and physical)
• Collaborate with the Customer Engagement organization to effectively plan a cohesive HCP experience across digital and physical touchpoints for the assigned Brand
• Design and deliver human-centered experiences that address specific customer needs and apply behavioral science to drive meaningful behavior change and improved patient outcomes. Translate research, journey work, and secondary insights into actionable recommendations for the business.
• Develop a clear point of view on the patient and HCP experience within the brand and category to shape marketing strategy. Identify barriers, opportunities, and moments that matter to optimize experience design and unlock brand growth.
• Identify knowledge gaps and partner with Data, Insights, and Analytics to design and execute custom research that challenges assumptions, brings fresh perspective, and informs strategic decisions for patient and HCP engagement.
• Drive integrated plans that advance business objectives by coordinating with internal and external teams responsible for execution across functions, including areas outside Marketing and Customer Experience. Connect business and marketing priorities to high-value engagement opportunities and ensure execution remains aligned to strategy.
• Apply audience journey insights to drive channel selection and set communication priorities to direct overall planning approach to marketing KPIs that will achieve a patient or HCP behavior change.

Essential Requirements:

• Bachelor's degree in related field is required; Master of Science and/or MBA preferred
• 8 years of demonstrated experience identifying opportunities and driving solutions to create an orchestrated customer journey that resonate with healthcare providers and improve the lives of their patients
• Experience and driving the planning and strategy for multiple brands and audiences.
• 3 years of demonstrated experience in utilizing data, insights, behaviors, and analytics to optimize customer experiences
• 3 years of experience in customer engagement, social media and CRM, to leverage journey mapping, personalization, and content to realize and maximize customer value
• Embraces a collaborative approach and experience; thrives working closely with research, content, and data specialists to diagnose and solve client business challenges and audience pain points or opportunities for marketing
• Experience with media and content testing to analyze effectiveness of integrated communications in HCP or DTC category marketing
• Comfortable with a high level of collaborative development with cross-functional team of marketers across the Novartis Product, Marketing, and agency teams, with the ability to manage and develop without authority

Desirable Requirements:

• Multi-functional experience in Pharmaceutical, Healthcare or Consumer Packaged Goods
• Experience in all aspects of marketing across the product lifecycle (launch, mature, LOE)

Novartis Compensation Summary

The salary for this position is expected to range between $185,500 and $344,500 per year.

The final salary offered is determined based on factors like, but not limited to, relevant skills and experience, and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors.

Your compensation will include a performance-based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards.

US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves.

EEO Statement:

The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Accessibility and reasonable accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an e-mail to tas.nacomms@novartis.com call +1 (877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

https://www.novartis.com/careers/careers-research/notice-all-applicants-us-job-openings

Salary Range

$185,500.00 - $344,500.00

Skills Desired

Asset Management, Business Strategies, Commercial Excellence, Cross-Functional Work, Customer-Oriented, Digital Marketing, Healthcare Sector Understanding, Influencing Skills, Inspirational Leadership, Marketing Strategies, Negotiation, Operational Excellence, People Management, Priority Disease Areas Expertise, Product Lifecycle Management (PLM), Product Marketing, Product Strategies, Speed and Agility Training (Inactive), Stakeholder Engagement, Stakeholder Management, Strategic Alliances