SUMMARY

As Customer Experience (CX) Activation Manager you will lead the implementation of the customer experience strategy by analysing data across customer touchpoint journeys, coordinating content/asset creation, touchpoints orchestration, and supporting changes and adjustments of the customer experience strategic plan based on deep customer insights. Over time, contribute to building maturity in customer experience and engagement capabilities across the organization.
The role will be strongly collaborating with different functions of Innovation, Business Excellence & Execution (IBEEM), Therapeutic Areas, medical, market access, communication. Thus, fostering the customer experience & digital transformation journey across the organization, developing new engagement models, capabilities, and service

ESSENTIAL REQUIREMENTS:

• University degree in a related field of expertise (STEM area preferred or Marketing).
• Italian and English on a fluent level
• Broad understanding and previous experience of working in/with other customer experience and engagement functions in healthcare/pharma (5+ years)
• A track record of implementing and evaluating campaigns that address customer needs.
• Previous experience in data & insights generations and/ora Marketing is desirable
• Analytical and commercial mindset and project management skills.
• Ability to manage multiple stakeholders and influence across matrix.
• Demonstrated ability to leverage analytics and quantitative methods to analyse trends and develop impactful, actionable customer insights.
• Solid understanding of KPIs and metrics with ability to translate them into actionable improvements of the customer experience plans.
• Knowledge of customer experience platforms (e.g. SalesForce, VoC, ..)
  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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  Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards
  Division
  International
  Business Unit
  Universal Hierarchy Node
  Location
  Italy
  Site
  Milano
  Company / Legal Entity
  IT08 (FCRS = IT008) Novartis Farma S.p.A.
  Functional Area
  Marketing
  Job Type
  Full time
  Employment Type
  Regular
  Shift Work
  No
  Novartis is committed to building an outstanding, inclusive work environment and diverse teams’ representative of the patients and communities we serve.

KEY RESPONSIBILITIES

Your responsibilities include, but are not limited to:

• Accountable for increasing the effectiveness and efficiency of customer experience and engagement plans.
• Collecting and analyzing data from various customer touchpoints and transforming this data into actionable insights to continuously improve the overall experience in cooperation with the Integrated Business Insight team and the Marketing teams
• Collaborating with brand, agency, and technical teams to maximize the value of customer experience plans, ensuring the coordination and creation of relevant content and assets aligned with the customer experience strategy.
• Successfully partner with internal and external stakeholder groups
• Personalize the customer experience strategic plan by linking it to the specific needs of customers in the target therapeutic area.
• Evaluating campaign performance to inform strategic planning and resource allocation.
• Experienced in using CX platforms and A/B testing methodology.
• Managing coordination and related processes of the Voice of Customer (VoC) and SalesForce Marketing Cloud platforms with internal & external stakeholders.
• Maximize customer engagement of Novartis portal by TA