Customer Engagement & Omnichannel Lead

Major accountabilities:

• Design, localize, and implement omnichannel and digital strategies to enhance customer and patient engagement, drive non–face-to-face capabilities, and ensure compliance with corporate, legal, and quality standards.
• Lead corporate digital governance and strategy, serving as the point of contact for all digital initiatives, overseeing content approvals, and ensuring alignment with global frameworks and country regulations.
• Partner with brand, Commercial Excellence, and cross-functional teams to co-create and execute engagement initiatives, secure alignment, and drive business impact.
• Drive Launch Excellence and innovation initiatives, ensuring successful launches of new solutions, products, or capabilities and continuous improvement in customer experience and engagement.
• Map and optimize detailed customer and patient journeys, identifying pain points and implementing digital, data, and AI-driven solutions to improve experience and health outcomes.
• Lead the development of content strategy and governance, establishing a content calendar and creation process using ICE methodology in collaboration with the content team and brand leads.
• Foster digital transformation and cultural change by leading ICE champion networks, conducting change workshops, and building a customer-centric, data-driven mindset across the organization.
• Manage CRM systems and data excellence, ensuring segmentation accuracy, consent management, data audits, and seamless integration with marketing, analytics, and sales tools, while training and supporting field force users.
• Own and evolve the analytics and insights engine, translating business needs into actionable dashboards, KPIs, and recommendations to enable data-driven decisions and business excellence.
• Build external partnerships and monitor market dynamics, (e.g., IQVIA, Javelin, BI/CRM providers), benchmarking competitor initiatives, and exploring AI-powered opportunities to elevate engagement

Minimum Requirements:

• 3+ years’ experience in Sales/Marketing, Data Analytics, Reporting, or similar roles in Pharma/Healthcare.
• Background in customer experience, marketing, or patient engagement within Pharma/Healthcare.
• Strong stakeholder management skills; ability to challenge ideas across leadership levels.
• Experience with data analytics, BI tools, and digital transformation highly desirable, with practical knowledge of omnichannel platforms (CRM, email automation, digital marketing tools).

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? https://www.novartis.com/about/strategy/people-and-culture

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