Customer Experience & Digital Manager

SummaryAs Customer Experience & Digital Manager leads the CX & Digital Team in driving business transformation through customer-centricstrategies and digital innovation. Champions initiatives that accelerate both Growth and Launch Excellence by integrating emergingtechnologies, innovative business models, and value-based partnerships.About The RoleKey Responsibilities:Navigates complexity within the CX & Digital Team and developing each team members by acting as a ICU leadership.Develops strategies based on customer insights to enhance HCP experience and maximize brand engagement.Leads deployment and adoption of new digital platforms and tools to elevate customer engagement and amplify brand presence for InMB products.Executes new engagement strategies for new products to support Day 0 Access.Transforms digital content generation processes across technologies (MarkTech), internal systems and the teams.Acts as an accelerator and facilitator for the disruptive innovation approach and methodology across Türkiye and APMA.Empowers teams to generate innovative ideas and provides the structure and support needed to transform those ideas into impactful initiatives aligned with our Growth Ambition.Serves as a strategic representative of Novartis by cultivating high-impact partnerships with external stakeholders in the domains of digital health and artificial intelligence.Continuously scans the external landscape to identify emerging trends and shifts, offering strategic insights and foresight to inform leadership decision-making.Monitor and analyze customer feedback and insight, analyze the engagement KPIs to identify improvement opportunities.Key Performance IndicatorsDigital engagement metricsCustomer satisfaction (CSAT), Net Promoter Score (NPS)Content effectiveness, # of new Content, CTR, OR, savingProject delivery timelines and impact on growth, MS, launch excellenceCross-functional collaboration effectiveness and stakeholder feedbackProductivity, cost effectivenessEssential RequirementsAt least 2 years of Marketing ExperienceCustomer Experience Strategy & ExecutionPeople Manager ExperienceDigital Transformation & Agile Project ManagementCorporate InnovationDigital MarketingA Customer-Centric MindsetDigital Marketing & AnalyticsContent Strategy & ProductionLeadershipAgile Project ManagementStakeholder EngagementChange ManagementData-Driven Decision MakingUX/UI UnderstandingCRM & Automation ToolsAI & Emerging TechnologiesEnglishWhy Novartis?Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-cultureBenefits And RewardsRead our handbook to learn about all the ways we’ll help you thrive personally and professionally: Novartis Life HandbookCommitment To Diversity & InclusionNovartis is committed to building an outstanding, inclusive work environment and diverse team’s representative of the patients and communities we serve.Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/networkWhy 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-cultureJoin our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/networkBenefits 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