Customer Experience & Digital Head

Job Description Summary

We are currently hiring a Customer Experience & Digital Head to join our Business Excellence & Engagement leadership team in Barcelona. As a Customer Experience & Digital Head, you will play a pivotal role in leading a dynamic team of 15 members. In this strategic position, you will guide this talented team in driving business performance and customer experience strategies across all units within our organization.
At Novartis, we are committed to fostering a culture of curiosity, collaboration, and purpose-driven innovation. You will join a diverse and inclusive environment where your ideas are valued, and you will have the opportunity to make a meaningful impact on patient and customer experiences.

Job Description

Your key responsibilities will include but are not limited to:

• Lead team of CE & Digital BP and the Customer Experience Hub.

• Drive performance of the Spain business (top and bottom line for all TAs, Medical and Access) through systematization and optimization of performance monitoring and the use of data analytics insights.

• Design, coordinate, support commercial business decisions to identify potential marketplace opportunities.

• Lead the development and implementation of customer experience strategy and tactics across all Spain IM units (Access, Medical and TAs) that drive a scalable and tangible impact.

• Drive customer value (Net Promoter Score) and HCPs engagement execution

• Responsible for Digital and Customer Experience P&L.

• Provides strategic leadership and alignment with cross-functional functions (TAs, Medical and Access).

• Works closely with regional and global relevant teams to co-create and secures Spain needs and priorities are covered in customer experience strategy and tactics.

• Be a contributing member of the Business Excellence & Customer Engagement Leadership Team in the building of a high-performing team.

Essential Requirements:

• Solid experience in leading business roles in Marketing and Sales at local, regional and global level.

• Solid experience in driving performance in Business Excellence roles.

• Experience in creating customer experiences and driving digital transformation in the organization (e.g. omnichannel, SFMC).

• A track record of managing and leading people and teams within the pharmaceutical industry.

• International experience.

• Collaborative and enterprise mindset (e.g. Cross-TA experience).

• Excellent interpersonal and communication skills.

Languages:

• Local language: fluent written and spoken

• English: fluent written and spoken

Benefits and Rewards:

Company Pension Plan, Life and Accidental Insurance, Meals Allowance or Canteen in the office, Flexible working hours. Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: Novartis Life Handbook

Commitment to Diversity and Inclusion / EEO

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Skills Desired

Analytics Insights, business excellence, Cross-Functional Work, Customer Experience Strategy, digital innovation, Leadership, Marketing, People Management and Leadership, Sales, Stakeholders Management