Customer Experience
hace 2 meses
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, and 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.
Provide strategic leadership and alignment with cross-functional functions (TAs, Medical and Access).
Work closely with regional and global relevant teams to co-create and secure Spain needs and priorities in customer experience strategy and tactics.
Be a contributing member of the Business Excellence & Customer Engagement Leadership Team in building a high-performing team.
Essential Requirements:
Solid experience in leading business roles in Marketing and Sales at local, regional, and global levels.
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
#J-18808-Ljbffr
-
Customer Experience Analyst
hace 3 días
Barcelona, España Talent Search People A tiempo completo**Organization**: Allianz Technology supports Allianz Group in boosting its leading market position. We realize synergies and cultivate innovation. **Function**: - As a Customer Experience Specialist you will be responsible for: - Coordinating the Customer Experience surveys, as NPS, with the stakeholders, (as specialists and service providers),...
-
Customer Experience Expert
hace 7 meses
Barcelona, España SITA A tiempo completo**Overview**: **_WELCOME TO SITA_** **Ready to redefine air travel? The journey starts here, with you at SITA.** **_ABOUT THE ROLE & TEAM:_** - At SITA we believe in putting the customer at the centre of everything we do. As Customer Experience Expert, you will play an important role in developing and implementing a ‘best-in-class’ CX strategy at SITA...
-
Customer Experience Innovator
hace 3 semanas
Barcelona, Barcelona, España Bmat Music Innovators A tiempo completoBmat Music Innovators is a dynamic company that empowers the music industry through innovative technology. As a Customer Experience Innovator, you will play a vital role in enhancing our customers' journey by supporting our team with operational and coordination tasks.About UsWe are a diverse team of passionate individuals who thrive on learning from each...
-
Customer Experience Consultant
hace 1 semana
Barcelona, Barcelona, España Ttec A tiempo completoJob SummaryWe are seeking a highly motivated and experienced Customer Experience Consultant to join our team in Sofia, Bulgaria. In this role, you will be responsible for delivering exceptional customer experiences while growing your book of business.About the RoleAs a Customer Experience Consultant, you will work effectively to service and upsell client...
-
Customer Experience Manager
hace 3 semanas
Barcelona, España GC Aesthetics Limited A tiempo completo**Key Responsibilities** - Manage Customer Services, logistics/warehouse & pricing, tender and corporate account admin - Maintain a full understanding of the companys quality standards and expected standard of service - Continually strive for Customer Service Excellence, ensuring the customer experience is optimised - Participate and support business in...
-
Customer Experience Strategist
hace 2 semanas
Barcelona, Barcelona, España Amenitiz A tiempo completoAs a leading provider of innovative solutions for independent hoteliers, Amenitiz is revolutionizing the hospitality industry. With over $50M in funding from top-tier VCs and 12,000+ hoteliers empowered worldwide, we're not just another SaaS scaleup - we're changing the game.We're seeking a talented Customer Experience Strategist to drive customer retention...
-
Customer Experience Ambassador
hace 2 semanas
Barcelona, Barcelona, España Qlf Brands B.V. A tiempo completoWe are seeking a Customer Experience Ambassador to join our team in Barcelona. This is a unique opportunity to be part of a rapidly growing organization that values open communication and a friendly atmosphere.The successful candidate will be responsible for providing exceptional customer service, resolving complex issues, and translating problems into...
-
French Customer Service
hace 5 meses
Barcelona, España Customer Labs A tiempo completoAbout BarcelonaBarcelona is home to many great artists and painters, making it a vibrant city for art lovers. The city's most famous cultural masterpiece is Gaudi's "Sagrada Familia," a unique example of modern architecture.If art and culture aren't your preference, you can enjoy one of Barcelona's sandy beaches, just a short walk from the city center, and...
-
French Customer Service
hace 5 meses
Barcelona, España Customer Labs A tiempo completoAbout Barcelona Barcelona is home to many great artists and painters, making it a vibrant city for art lovers. The city's most famous cultural masterpiece is Gaudi's "Sagrada Familia," a unique example of modern architecture.If art and culture aren't your preference, you can enjoy one of Barcelona's sandy beaches, just a short walk from the city center, and...
-
Customer Experience Specialist
hace 2 semanas
Barcelona, Barcelona, España Rockwell Automation A tiempo completoRockwell Automation is a leader in industrial automation and information. Our goal is to make the world more productive, sustainable, and connected. We strive to provide exceptional customer service by connecting the imaginations of people with the potential of technology.Job SummaryWe are seeking a Quality Service Representative to join our Enterprise...
-
Customer Experience Manager
hace 3 semanas
Barcelona, España Gc Aesthetics Limited A tiempo completoKey Responsibilities Manage Customer Services, logistics/warehouse & pricing, tender and corporate account adminMaintain a full understanding of the companys quality standards and expected standard of serviceContinually strive for Customer Service Excellence, ensuring the customer experience is optimisedParticipate and support business in audits and supplier...
-
Customer Experience Manager
hace 3 semanas
Barcelona, España Gc Aesthetics Limited A tiempo completoKey Responsibilities Manage Customer Services, logistics/warehouse & pricing, tender and corporate account admin Maintain a full understanding of the companys quality standards and expected standard of service Continually strive for Customer Service Excellence, ensuring the customer experience is optimised Participate and support business in audits and...
-
Customer Experience Manager
hace 3 semanas
Barcelona, España Gc Aesthetics Limited A tiempo completoKey Responsibilities Manage Customer Services, logistics/warehouse & pricing, tender and corporate account admin Maintain a full understanding of the companys quality standards and expected standard of service Continually strive for Customer Service Excellence, ensuring the customer experience is optimised Participate and support business in audits and...
-
Customer Experience Coordinator
hace 2 semanas
Barcelona, Barcelona, España Au00 Agilent Technologies Australia Pty Ltd A tiempo completoAgilent Technologies Australia Pty Ltd is a global leader in life sciences, diagnostics and applied markets. We inspire and support discoveries that advance the quality of life.We are seeking a Customer Experience Coordinator to join our fast-paced team in Spain-Barcelona. This is a full-time position with a competitive compensation package and benefits.As a...
-
Customer Experience Representative
hace 2 días
Barcelona, España Firmenich A tiempo completo**Location**: Barcelona, Spain **Key Responsibilities**: Ensure an effective and efficient day-to-day order management/customer experience operations (including processing customer orders, changing orders, removing order blocks, etc..) Regularly communicate with sales, logistics (including transportation and warehousing), accounts receivable and planning...
-
Dutch Customer Service
hace 5 meses
Barcelona, España Customer Labs A tiempo completoReference: WEBA About Barcelona Barcelona is home to many great artists and painters, so you will always have plenty of art to discover. The city's most famous cultural masterpiece is Gaudi's work, the great cathedral "Sagrada Familia," which is one of the unique styles of modern architecture. If you are not too fond of art and culture, you can spend the day...
-
Customer Experience Strategist
hace 4 semanas
Barcelona, Barcelona, España Nedena A tiempo completoCompany Overview\Nedena enables you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better.\\About The Role\The SAP Cloud Success organization aims to create an industry-leading virtual customer engagement experience. Virtual Customer Success Partners will use a low touch/virtual engagement...
-
Customer Experience Specialist
hace 2 semanas
Barcelona, Barcelona, España Empresa Reconocida A tiempo completoJob Title: Customer Experience SpecialistAbout the Job:Are you passionate about delivering exceptional customer experiences?We are looking for a skilled Customer Experience Specialist to join our team in Barcelona, Spain. As a key member of our Supply Chain team, you will be responsible for managing customer relationships and ensuring timely delivery of...
-
Customer Experience Ambassador
hace 3 semanas
Barcelona, Barcelona, España Ttec A tiempo completoOur Story: At TTEC, we're passionate about delivering exceptional customer experiences. As a key member of our team, you'll play a vital role in helping us achieve this goal.About the RoleWe're seeking a highly skilled Customer Service Representative to join our team. This is an excellent opportunity for someone who is passionate about providing world-class...
-
Customer Experience Manager
hace 1 semana
Barcelona, España Firmenich A tiempo completo**Location**: Barcelona, Spain **Key Responsibilities**: Responsible to drive delivery of exceptional customer experience within the Region. Manage, coach and motivate Customer Care Representatives to deliver on KPI targets while identifying and implementing ways to increase overall team performance and efficiency. Monitor and manage customer KPIs and...