Customer Engagement & Omnichannel Lead

Job Description Summary

In this exciting opportunity, you will be responsible for leading, designing, and executing high-impact digital and customer engagement strategies across the organization. This role will ensure that all initiatives are aligned with Novartis’ global vision, local market needs, and compliance standards, driving customer-centric transformation through data, technology, and innovation.

Job Description

Major accountabilities

Design, localize, and implement omnichannel and digital strategies to enhance customer and patient engagement, drive non–face-to-face capabilities, and ensure compliance with corporate, legal, and quality standards.

Lead corporate digital governance and strategy , serving as the point of contact for all digital initiatives, overseeing content approvals, and ensuring alignment with global frameworks and country regulations.

Partner with brand, Commercial Excellence, and cross-functional teams to co‑create and execute engagement initiatives, secure alignment, and drive business impact.

Drive Launch Excellence and innovation initiatives , ensuring successful launches of new solutions, products, or capabilities and continuous improvement in customer experience and engagement.

Map and optimize detailed customer and patient journeys , identifying pain points and implementing digital, data, and AI‑driven solutions to improve experience and health outcomes.

Lead the development of content strategy and governance , establishing a content calendar and creation process using ICE methodology in collaboration with the content team and brand leads.

Foster digital transformation and cultural change by leading ICE champion networks, conducting change workshops, and building a customer‑centric, data‑driven mindset across the organization.

Manage CRM systems and data excellence , ensuring segmentation accuracy, consent management, data audits, and seamless integration with marketing, analytics, and sales tools, while training and supporting field force users.

Own and evolve the analytics and insights engine , translating business needs into actionable dashboards, KPIs, and recommendations to enable data‑driven decisions and business excellence.

Build external partnerships and monitor market dynamics , (e.g., IQVIA, Javelin, BI / CRM providers), benchmarking competitor initiatives, and exploring AI‑powered opportunities to elevate engagement

Minimum Requirements

3+ years’ experience in Sales / Marketing, Data Analytics, Reporting, or similar roles in Pharma / Healthcare.

Background in customer experience, marketing, or patient engagement within Pharma / Healthcare.

Strong stakeholder management skills; ability to challenge ideas across leadership levels.

Experience with data analytics, BI tools, and digital transformation highly desirable, with practical knowledge of omnichannel platforms (CRM, email automation, digital marketing tools).

Skills Desired

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