Customer Experience Lead

Job Description Summary

The Customer Experience Lead will be responsible for leading cross-portfolio omnichannel
customer engagement planning, integrating it into Novartis Slovakia's business goals. This
position combines strategic and tactical planning, customer journey mapping, and service
design expertise to develop effective touchpoints and strategies that enhance the overall
customer experience, both digitally and in-person with a digital first approach.
This role is essential for creating and managing a best-in-class customer experience. It frames
projects under Strategies and Services, generating synergies across projects to quickly,
compliantly, and efficiently deploy and manage activities that address pain points throughout
the HCP /Patient Journey.

Job Description

Key Responsibilities:

● Design and develop innovative strategies and tactics to improve overall customer
engagement and service delivery experience to attract customers, increase reach,
conversion, and other KPIs.
● Conduct research and analysis to understand the target audience, market trends, pain
points and customer needs within the defined market.
● Create profiles/ personas and map customer journeys to understand current behaviors
and experiences and define future vision considering opportunities for improvement.
● Create detailed user journeys and service blueprints that could scale understanding
supporting systems and organizational structures
● Collaborate with cross-functional teams, including marketing, sales, tech and medical, to
align customer experience and engagement initiatives with business objectives.
● Contribute to defining metrics and utilize data and customer feedback to continuously
enhance customer engagement tactics, improve the overall customer experience and
ensure that demonstrable improvements are achieved across the organization.
● Lead multiple projects of the GoTo Market (GTM) strategies related to customer experience.
● Stay updated on industry best practices, emerging trends, and regulatory changes to
ensure compliance and competitive advantage.
● Ensure budget alignment within the business unit.

Essential Requirements:

● Bachelor's degree in marketing, Business Administration, Design, or a related field.
● Proven track record in Customer Experience, Service Design, and/or Loyalty Programs,
with an omni-channel approach. Experience in gamification.
● Strong understanding of customer journey mapping, pain point identification, and barrier
analysis.
● Experience in both digital marketing and traditional face-to-face marketing strategies.
● Expertise in data analysis and utilization of customer insights.
● Ability to think strategically and align design initiatives with business objectives.
● Ability to develop innovative solutions to improve customer engagement.
● Strong understanding of user-centered design.
● Experience in facilitating workshops, design sprints, and ideation sessions.
● Exceptional communication and collaboration skills to work effectively with
cross-functional teams.
● Fluent in English. The Slovak language is a plus.
Others/ Desirable:
● Certifications in service design methodologies, such as design thinking, Agile model, lean
design, gamification, prototyping/testing, and others.
● Strong organizational and project management skills.
● Post-graduation or MBA in customer experience, business, strategy, innovation, and
related fields.
● Knowledge of the design tools such as Sketch, Figma, Adobe XD, or similar.
● Financial acumen, including ROI analysis.
● A demonstrable record of delivering high-quality outcomes against challenging objectives and resources.

● Knowledge of the pharmaceutical or other regulated industries and understanding of legal/compliance data
norms.

Why 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 who 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-culture

You’ll receive:
• Competitive salary along with a yearly bonus.
• Monthly pension contribution matching your contribution up to 3% of your gross monthly base salary

• Company car
• Risk Life Insurance (full cost covered by Novartis)
• 1 week holiday above the Labour Law requirement
• 4 paid sick days within one calendar year in case of absence due to sickness without a medical sickness report
• Cafeteria employee benefit program – choice of benefits from Benefit Plus SK for 500 EUR per year
• Meal vouchers of 6,50 EUR each working day (full tax covered by the company)
• MultiSport Card contribution

Skills Desired

Agility, Analytical Thinking, Brand Awareness, Building Construction, Business Analytics, Cross-Functional Collaboration, Digital Marketing, Marketing Strategy, Media Campaigns, Project Management, Sales, Stakeholder Engagement, Stakeholder Management, Strategic Marketing