Customer Experience Solutions Lead

58500 is the number of HCPs that we interact with every year in the Spanish healthcare system. In Novartis, we are constantly working to provide the best health solutions and focus on innovation to better communicate and engage with our professionals and patients.- Our Customer Experience Projects, are key to develop a customer centric mindset in the company, contributing to create a best-in-class customer experience, at every stage of their journey.
- You will be strongly collaborating with different areas and colleagues in the Spanish Innovative Medicines division, fostering the customer centric transformation journey across the organization, developing new capabilities and services to enhance the quality and impact of our customer experience activities.**Please submit your resume in English**

**Your key responsibilities**:
Your responsibilities include, but are not limited to:
- Perform customer journey mapping and identify the moments that matter most to customers using customer insight, data and research.
- Identify and prioritize customer pain points, gaps and opportunities across the Customer Journey, turning data into actionable consumer insights which drive decision making.
- Oversee the omni-channel execution of the consumer experience across all the different channels to leverage data and insights to identify corrective actions as required.
- Work with the Customer Engagement Strategy Partners, Marketing and Commercial teams to generate powerful insights, which enable the design and deployment of the consumer experience and ultimately commercial success.

**Commitment to Diversity & Inclusion**:

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

**Minimum requirements**

**What you’ll bring to the role**:

- Bachelor’s degree in a related field of expertise (Marketing, Business, Engineering preferred)
- At least 5 years’ experience in project management and consultancy with a proven track record of delivering results (consulting experience is appreciated)
- Have 5+ years’ experience and a strong results-based track record of creating and implementing customer-led strategies and achieving a step change in CSAT, NPS, customer attraction, retention and development
- Have strong experience in delivering strategic projects with clear, practical, and actionable recommendations
- Be highly adept at building strong business relationships across multiple levels and divisions. Business engagement, facilitation and influencing skills
- Strong capability in structured problem solving, storyboarding, and guiding the supporting analysis and strong communication skills via written communication, presentation development and oral presentation
- Passionate about customer experience and driving to insight
- **Proficiency in English and Spanish (written and spoken)**

**Desirable requirements**:

- Strategic and logical thinking with analytical and commercial mindset
- Ability to champion change and drive innovative thinking
- Basic knowledge in content design and improvement tools
- Intense curiosity, collaborative spirit, empathy, and passion for problem solving

**You’ll receive**:
Breakdown of benefits received in this role. As a curious organization, we provide endless opportunities to learn and grow through remote, online and classroom learning services across a broad range of topics.
- Company Pension Plan; Life and Accidental Insurance; Meals Allowance or Canteen in the office; Flexible working hours**Why consider Novartis?**
799 million. That’s how many lives our products touched in 2019. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?
- We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.**Imagine what you could do at Novartis**

**Commitment to Diversity & Inclusion**:
Novartis embraces diversity, equal opportunity and inclusion. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration, and empowers our people to unleash their full potential.**Division**
- Oncology

**Business Unit**
- ONCOLOGY BU

**Country**
- Spain

**Work Location**
- Barcelona Gran Vía

**Company/Legal Entity**
- Novartis Farmacéutica, S.A.

**Functional Area**
- Marketing

**Job Type**
- Full Time

**Employment Type**
- Regular

**Shift Work**
- No

**Early Talent**
- No