Customer Engagement & Innovation Manager

Job Description Summary

As a Customer Engagement & Innovation Manager at Novartis, you will play a crucial role in transforming our customer engagement strategies. Leveraging our omnichannel model, you aim to deliver unparalleled customer experiences, secure a competitive advantage, and help achieve our business objectives in Poland. Your mission includes implementing innovative solutions to address key pain points in the customer journey (patients, HCPs, HCS) and ensuring a smoother, expedited path to treatment for priority brands. You will also manage the data lifecycle, utilizing statistical methods and machine learning to derive actionable insights and automate processes. If managing a team, you will provide guidance and support to foster a motivated and efficient team.

We seek determined and innovative individuals ready to revolutionize customer engagement and improve patient outcomes. Join us in making a significant impact on healthcare.

 

Job Description

Localization: Warsaw
Type of work: Hybrid

General Responsibilities:

• Observe and adhere to good practices, corporate policies, and local laws in all areas of responsibility
• Maintain confidentiality requirements
• Collect and report adverse events in line with Novartis standards
• Continuously improve and share knowledge internally

Role-Specific Responsibilities:

• Develop data-driven customer engagement strategies and plans across multiple channels in close collaboration with TAs, BE&E & Customer Activation Managers
• Oversee deployment of customer engagement plans, consolidating insights and learnings to shape future strategies to enhance customer experience and satisfaction
• Champion digital transformation initiatives related to customer engagement
• Lead the effective localization of our global digital platforms and assets
• Serve as a thought leader and advisor, identifying new trends, participating in industry forums, and evaluating competitive offerings to enhance customer engagement and satisfaction
• Build the omnichannel capability of the Poland organization
• Support the Digital & Innovation Head in defining and deploying a framework for driving innovation within the organization
• Build strategic partnerships with various ecosystem stakeholders (e.g., technology vendors, startups, incubators, accelerators, innovation networks, public institutions), enhancing collaborations and innovation output to develop patient-centric solutions
• Collaborate with internal teams to evaluate problems from multiple angles and uncover customer needs to create innovative solutions
• Manage the portfolio of innovative solutions end-to-end, including search, identification, adaptation, overseeing pilots/PoC testing, and scaling up solutions
• Measure the performance of innovations, optimizing to drive impact at scale
• Share best practices cross-functionally and beyond to attract talent and investment

Key Performance Indicators:

• Develop and execute successful customer engagement strategies
• Measure and optimize the performance of digital transformations
• Establish and maintain strategic partnerships
• Drive innovation aligned with Novartis digital initiatives

Ideal Background:

Education & Language Skills:

• University degree in marketing, communications, economics, business, or related medical fields
• Proficiency in Polish and English (oral and written) is essential

Experience:

• Experience in planning and deploying digital marketing/omnichannel campaigns
• Prior experience in customer-facing roles is advantageous
• Relevant experience implementing digital health innovations in hospitals is highly valuable

Skills & Competencies:

• Strong analytical skills and the ability to deliver high-quality work under pressure
• Robust project management skills
• Ability to navigate and manage ambiguity and uncertainty
• Strong cross-functional collaboration and decision-making skills
• Strategic mindset with the ability to translate vision into tangible strategy
• Excellent communication, interpersonal influencing, and prioritization skills with strong attention to detail
• High motivation with a proactive approach to finding creative solutions
• Capability to build effective relationships with a diverse range of stakeholders
• Entrepreneurial spirit with the ability to lead without authority and drive change effectively
• Digital health enthusiast with innovative thinking and actions

Why Novartis:

Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? : https://www.novartis.com/about/strategy/people-and-culture Benefits and rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards

Commitment to Diversity and Inclusion:

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

Join our Novartis Network:

Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network

 

Skills Desired

Apache Hadoop, Applied Mathematics, Big Data, Curiosity, Data Governance, Data Literacy, Data Management, Data Quality, Data Science, Data Strategy, Data Visualization, Deep Learning, Machine Learning (Ml), Machine Learning Algorithms, Master Data Management, Proteomics, Python (Programming Language), R (Programming Language), Statistical Modeling