Head of Patient Experience and Activation

Job Description SummaryNovartis aims to be a recognized leader in customer centric commercial excellence to support our ambition to transform the lives of over 300 M patients by 2030. This role will champion the development and implementation of International Patient Excellence (IPEx) with a focus on patient activation. The Head of Patient Experience and Activation will ensure that all patient-focused marketing content and solutions are designed and delivered to the highest standards of global commercial excellence fostering personalized and impactful interactions to activate patients and accelerate patient journeys. By embedding IPEx principles the position will further enable the organization to proactively address evolving patient needs and drive impact in a consistent way.This leadership role is accountable for leading a talented team of innovative passionate professionals who can enable the organization to develop and scale impactful patient content solutions and services by: Delivering a clear and compelling vision and strategy for the integrated patient experience journey solving for patient needs and pain points to maximize our priority brands and launches Develop and implement standards and frameworks to ensure excellence in execution in partnership with key markets and functions Making a significant contribution to patient outcomes and commercial growth Set strategic and operational priorities build and lead a high performing team who can deliver these prioritiesJob DescriptionKey Responsibilities:Develop and implement a new Novartis International Patient Excellence (IPEx) framework for patient activation in close collaboration with Comms and Patient Advocacy key markets TAs. This will include patient segmentation personalized content / experience and closing the loop for insights to improve impactDesign disease specific patient experiences leveraging core partnerships platforms and channels; Engage and validate with TAs and marketsEmbed frameworks and standards for International Patient Excellence for patientsWork closely and in collaboration with TAs and market leads to develop solutions clearly aligned to brand strategy growth drivers and potential customer needs to support brand innovationUse data & metrics to maintain framework of best practice patient experience approaches and use this to iterate with markets on channel mix.Follow innovation methodologies to run experiments to validate and refine patient solutions in collaboration with participating MVP marketsScale core solutions across top 11 markets to deliver defined KPIsEssential requirements: Proven experience leading and developing high performing teams in a health care or consumer focused sectorDeep experience in understanding consumer / patient insights and translating into compelling strategies and actionable compliant solutions with a strong focus on excellence in executionStrong marketing capabilities with a structured approach necessary to drive commercial excellence in an above country roleDemonstrated track record of commercial delivery in country operationsExperience in driving engagement collaboration and decision making in complex matrixed organizationsDemonstrated critical thinking effectiveness as a strategic leader who has built and inspired high performing teamsExperience and knowledge of ever-changing industry innovations trends and enabling technologiesAbility to inspire others with clear and compelling strategies and storiesLocation: This role can be based in Barcelona Spain; Dublin Ireland and London the UK. Benefits: Read our handbook to learn about all the ways well help you thrive personally and professionally:Novartis Life HandbookCommitment to Diversity & Inclusion: Novartis is committed to building an outstanding inclusive work environment and diverse teams representative of the patients and communities we serve.Accessibility and accommodation: Novartis is committed to working with and providing reasonable accommodation to all individuals. If be-cause of a medical condition or disability you need a reasonable accommodation for any part of the recruitment process or in order to receive more detailed information about the essential functions of a position please send an e-mail to and let us know the nature of your request and your contact information. Please include the job requisition number in your message.Skills DesiredAgility Brand Awareness Cross-Functional Collaboration Customer Engagement Customer Experience Customer Insights Data Analytics Digital Marketing Go-To-Market Strategy Influencing Skills Inspirational Leadership Marketing Strategy People Management Product Positioning Product Roadmap Sales Stakeholder Engagement Stakeholder Management Strategic MarketingRequired Experience:Director Key Skills Marketing & Promotions,Attorney At Law,Jni,Airlines,Art Employment Type : Full-Time Experience: years Vacancy: 1