ED, CRM Product Owner, Data & AI

Band

Level 7

 

Job Description Summary

Location:
#LI-Hybrid

Novartis is on a mission to transform medicine and improve lives worldwide. As a global leader in healthcare, we leverage advanced technology and data to deliver patient-centric solutions, enhance customer engagement, and drive innovation. The Insights and Decision Science (IDS) team is dedicated to enabling improved decision making at Novartis by leveraging superior data to identify actionable insights that drive enhanced performance. We collaborate closely with the US business, bringing insights and challenging ideas to empower smarter, data-driven decision-making. The US CRM organization sits within IDS and plays a crucial role in driving the transformation to a next-generation Customer360 operating model.

Reporting into the VP, Head of CRM Product Management, the ED, CRM Product Management, Data & AI will play a leadership role in the strategy, development, and implementation of best practice Data and AI capabilities within the US CRM ecosystem. This “hands-on” role is pivotal in transforming the CRM operating model by integrating advanced analytics, machine learning, and agentic solutions to deliver a world-class, customer-centric experience. The ED, CRM Product Owner, Data & AI partners closely with business and IT leadership to build a robust data foundation and activate AI-driven transformation across the US commercial organization.

This position will be located at East Hanover, NJ and will not have the ability to be located remotely. This position will require 20% travel as defined by the business (domestic and/ or international)

 

Job Description

Key Responsibilities:

• . Drive CRM Data & AI Integration: Champion the adoption of advanced data analytics and AI technologies to optimize CRM processes, elevate customer engagement, and deliver actionable insights across the organization.
• Own CRM Data & AI Product Vision, Roadmap, and Delivery: Develop a deep understanding of the current product, business, industry, and technical landscapes. Define, communicate, and execute the vision and strategy for Data & AI capabilities within CRM, ensuring every initiative is aligned with business goals and stakeholder needs.
• Gather CRM Data & AI Requirements: Gather and interpret business needs, translating them into system and process improvements powered by Data & AI.
• Deliver Product Management Excellence: Establish and uphold high standards for product management delivery by driving disciplined execution, ensuring predictable and high-quality product releases, and continuously improving delivery processes to achieve business outcomes and stakeholder satisfaction.
• Transform Business Processes: Analyze current business processes and gaps, then design, implement, and scale improvements using data-driven and AI-enabled solutions to drive operational excellence.
• Lead Cross-Functional Collaboration: Facilitate collaboration between senior business leaders and working teams, actively securing input, feedback, and alignment on Data & AI initiatives to accelerate transformation.
• Ensure Governance & Compliance: Establish and enforce governance frameworks that guarantee all Data & AI initiatives meet regulatory, privacy, and compliance requirements.
• Build and Develop High-Performing Teams: Recruit, mentor, and lead groups of Product Owners, managing dependencies between backlogs and fostering a culture of innovation and continuous improvement.
• Translate Business Needs into Solutions: Gather, interpret, and prioritize business requirements, converting them into system and process enhancements powered by Data & AI.
• Drive Change Enablement: Proactively align stakeholders, identify risks, and remove barriers to ensure successful adoption and sustained progress of Data & AI initiatives.
• Evangelize CRM Strategy: Promote the CRM strategy and communicate impact across the organization through stakeholder meetings, leadership forums, and targeted communications.
• Optimize CRM Investment: Prioritize and implement best practices (e.g., clicks vs. code, agentic vs. manual, UX optimization), and conduct build vs. buy analyses to maximize the value of CRM investments.
• Maintain a deep understanding of the Life Sciences CRM Data and AI landscape including Salesforce and Veeva, as well as best practices across different industries.

Novartis seeks an accomplished product management leader with experience and demonstrated success transforming CRM, and Data & AI programs within commercial operations. Strong management, partnership, and intellectual maturity are needed. A comprehensive understanding of best p