整合体验规划执行总监
Executive Director, Integrated Experience Planning
Band
Level 7职位描述摘要
整合体验规划执行总监将为指定品牌制定患者和医疗保健专业人员（HCP）的体验策略，将业务目标、品牌战略和行为目标转化为整合的体验、内容和渠道决策，以推动客户行为和可衡量的业务成果。向客户体验规划与优化负责人汇报，这位领导者将与市场战略、数据、洞察与分析、内容、产品管理、运营、客户参与以及其他跨职能团队和外部代理紧密合作，指导统一体验的开发、激活、测量和持续优化。成功需要在复杂的品牌、代理和跨职能关系中游刃有余；建立并传达强有力的观点；利用新兴洞察和绩效数据来调整计划；并通过模糊性推动明确的决策、问责制、战略重点和可衡量的影响。
该职位可以在美国任何地方远程办公（根据法律实体可能有一些限制）。请注意，由于此职位不会提供搬迁支持。工作时间安排和出差（国内和/或国际）将由招聘经理确定。该职位可能需要最多10%的出差。
职位描述
主要职责：
· 作为市场战略部门的主要客户体验规划官（CXPO）合作伙伴，将业务目标、品牌战略、客户洞察和行为目标转化为整合的HCP和患者体验，在适当的情况下进行个性化以改善结果。
· 明确品牌和品类中HCP和患者的体验观点。识别行为障碍、机会和体验差距，以指导品牌战略并推动增长。
· 领导整合体验规划，以实现业务、品牌和行为目标，协调负责整个客户体验执行的内部和外部团队。
· 直接管理并监督整合体验计划的开发、激活、测量和持续优化，通过一致应用IMPact规划标准。
· 与其他跨职能合作伙伴协作，确保所负责品牌的体验战略、内容、渠道、能力及执行在数字和物理接触点上保持一致。
· 分析品牌和客户动态，并领导对所负责品牌的体验策略进行深入研究和优化。
查看英文原文
Band
Level 7Job Description Summary
The Executive Director, Integrated Experience Planning will shape the patient and HCP experience strategy for assigned brands, translating business objectives, brand strategy, and behavioral goals into integrated experience, content, and channel decisions that drive customer behaviors and measurable business outcomes. Reporting to the Head of Customer Experience Planning and Optimization, this leader will guide the development, activation, measurement, and continuous optimization of unified experiences in close partnership with Marketing Strategy, Data, Insights and Analytics, Content, Product Management, Operations, Customer Engagement, other cross-functional teams, and external agencies. Success requires navigating complex brand, agency, and cross-functional relationships; establishing and communicating a strong point of view; using emerging insights and performance data to adapt plans; and driving clear decisions, accountability, strategic focus, and measurable impact through ambiguity.
This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager. This position will require up to 10% travel.Job Description
Key responsibilities:
· Serve as Marketing Strategy’s primary CXPO partner to translate business objectives, brand strategy, customer insights, and behavioral objectives into integrated HCP and patient experiences, personalizing where appropriate to improve outcomes.
· Develop a clear point of view on the HCP and patient experience within the brand and category. Identify behavioral barriers, opportunities, and experience gaps to inform brand strategy and drive growth.
· Lead integrated experience planning to achieve business, brand, and behavioral objectives, aligning internal and external teams responsible for execution across the full customer experience.
· Directly manage and oversee the development, activation, measurement, and continuous optimization of Integrated Experience Plans through consistent application of IMPact planning standards.
· Collaborate with other cross-functional partners to align experience strategy, content, channels, capabilities, and execution across digital and physical touchpoints for assigned brands.
· Analyze brand and customer dynamics and lead the synthesis of internal and external insights, behavioral evidence, and performance data to inform cohesive experience, content, and channel decisions across digital and physical touchpoints.
· Serve as a recognized expert in designing human-centered experiences that address defined customer needs and apply behavioral science to overcome identified barriers, enable desired behaviors, and improve patient and business outcomes.
· Identify knowledge gaps and partner with Insights and Analytics to conduct research and experimentation that tests assumptions, strengthens behavioral diagnosis, and informs experience decisions.
· Apply customer, behavioral, and journey insights to define experience requirements, content priorities, channel roles, and measurement needs that support the desired HCP or patient behavior.
· Lead, coach, and develop Integrated Experience Planning talent by applying standards, tools, learning, and best practices, including using and advancing the practical application of AI across assigned teams.
Essential Requirements:
- Bachelor's degree in related field
- 15+ years of experience in marketing strategy, customer experience, integrated planning, or related disciplines.
- Demonstrated expertise in experience design, behavioral strategy, integrated planning, channel orchestration, and measurement.
- Proven ability to translate business and brand strategies into actionable, measurable HCP and patient experience plans.
- Experience using customer insights, behavioral evidence, data, analytics, and experimentation to guide decisions and optimize performance.
- Demonstrated success leading multidisciplinary teams and influencing complex cross-functional and agency relationships.
- Experience standardizing planning processes, improving marketing effectiveness, and leading organizational change.
- Strong commercial acumen, analytical rigor, digital and AI fluency, and the ability to simplify complex strategies and drive decisions through ambiguity.
- Experience attracting, coaching, and developing high-performing talent.
Desirable requirements:
- Pharmaceutical, life-sciences, or similarly complex regulated-industry experience.
- Master of Science and/or MBA preferred.
Novartis Compensation Summary:
The salary for this position is expected to range between $236,600 and $439,400 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 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.
Salary Range
$236,600.00 - $439,400.00Skills Desired
Asset Management, Commercial Excellence, Cross-Functional Collaboration, Digital Marketing, Influencing Skills, Inspirational Leadership, Medical Affairs, People Management, Product Lifecycle Management (PLM), Product Marketing, Product Positioning, Revenue Growth, Stakeholder Engagement, Stakeholder Management, Value PropositionsOriginally posted on Himalayas