Associate Director, NPS Service Strategy & Standards

Job Description Summary

The location for this role is East Hanover, NJ. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager.

 

Job Description

The Associate Director, NPS Service Strategy & Standards is responsible for planning and executing on the design and optimization of patient support program. This role will focus on creating seamless, efficient, and patient-centered service models that improve access, engagement, and outcomes. By leveraging service design principles, human-centered design methodologies and data-driven insights, the Associate Director will ensure that patient sup-port programs are innovative, scalable, and aligned with evolving healthcare needs.

The ideal candidate understands how to map the access journey and the strategic moments that matter while soliciting end user feedback and designing engaging services and experiences that simplify & modernize patient support programs.  Learnings from effort will be rolled into enterprise modular capabilities and standards to be scaled across the portfolio of patient support programs.  The role assumes experience and comfort working closely with external & internal stakeholders across functions in a typical large pharma environment.

Your responsibilities will include, but are not limited to:

• Assists with development and implementation of a strategic roadmap for patient support services that enhances practice and patient experiences.  Identifies high impact moments that matter, and end user needs aligned to different service archetypes
• Drives workstreams to design patient support services blueprints and journeys, ensuring they are efficient, scalable, and reduce friction points to starting and staying on therapy
• Maintains modular, scalable enterprise service models, design standards, menus and playbooks for access, enrollment, onboarding, free goods, co-pay, adherence, and clinical services based on implications of external market and policy changes. 
• Partners with NPS Experience Design to use a co-creation approach to pull-through feedback from end users back into our services blueprint and design
• Partners with NPS franchise teams to design and refine launch and existing support programs based on service design blueprint and standards
• Partners with IDS to gain data-driven insights to inform program design decisions and to define and track key experience metrics (e.g., satisfaction, engagement, and other outcomes KPIs) to measure the impact of co-created solutions
• Partners with within internal teams for execution pull-through of patient support programs, including but not limited to NPS Vendor Management, Novartis Contracting & Purchasing, Content Design, Patient Support Center, relevant business franchises, Novartis Legal, Privacy, and Ethics, Risk and Compliance
• Pilots new programs in response to the evolving external landscape and rolls best practices into internal capabilities.  Owns all special project activity to test new solutions related to the evolving landscape
• Works within ethical and compliance policies to support a diverse and inclusive environment, adheres to Novartis policies and procedures, relevant state and federal laws and regulations and ensures that others around them do the same

What you’ll bring to the role:

Required Experience:

• Bachelor’s degree required in disciplines relevant to healthcare, pharmaceuticals, patient services and marketing strategy. Advanced degree (Master’s or beyond) preferred
• Minimum of 6 years’ experience in big Pharma or biopharma commercial functions for consumer-packaged goods, consumer marketing in healthcare or 10+ years of combined experience across biopharma consulting, pharma and health ecosystem with a record of increasing responsibility
• Strategic design/services design experience or degree in both design and health related field preferred
• Strong understanding of medical, legal, regulatory and compliance environment and ability to work collaboratively
• Strong understanding of insights and competitive intelligence requirements for new product and indication launches
• Change management and project management experience
• Experience in the coordination of teams with diverse skill sets (e.g. technical, clinical, operations, etc.) and the execution of large scale, multi-disciplinary projects
• Strong unstructured problem-solving skills and ability to work effectively without a blueprint
• Strong interpersonal skills to effectively convey management needs to colleagues and functions throughout the company

Novartis Compensation and Benefit Summary:

The pay range for this position at commencement of employment is expected to be bet