Director, Integrated Experience Planning – Immunology

Band

Level 6

 

Job Description Summary

The Director, Integrated Customer Experience Planning and Optimization leads the development and execution of integrated experience strategies for HCPs and patients across the US organization, advancing the Integrated Experience Planning vision through cross-functional collaboration, expert integration, and continuous optimization. This role translates brand strategy into actionable go-to-market plans, partnering with Marketing Strategy, Insights & Decision Sciences, the Content Lab, Marketing Automation, and external partners to architect cohesive omnichannel experiences that support product and business goals. The ideal candidate brings a strong point of view, navigates complex stakeholder and agency relationships with confidence, and uses data-driven decision-making to drive marketing effectiveness, accountability, and business impact.

This position is located in East Hanover, NJ and will not have the ability to be located remotely. Please note that this role would not provide relocation, and only local candidates will be considered. This position will require up to 20% travel as defined by the business (domestic and/or international).

 

Job Description

Key Responsibilities:

• Lead the development and execution of integrated experience plans for HCPs and patients, aligned to the Integrated Experience Planning vision and the unified Novartis planning approach (IMPact). Partner across functions to integrate expertise, optimize experiences, and ensure plans deliver against behavioral, brand, and business objectives. Build alignment, inform key business decisions, and present recommendations to senior management.
• Provide strategic leadership to Marketing Strategy, General Management, and cross-functional teams through coaching, guidance, and team development. Support indication launches by shaping market opportunity, forecasts, and execution plans in alignment with global and local priorities. Ensure brand integrity and compliance across functions, including regulatory, safety, manufacturing, packaging, distribution, and supply planning.
• Primary contact with Marketing Strategists on growth to brand max scale products, and/or supporting a senior Integrated Customer Experience Planning & Optimization Lead generally on launch brands, to translate brand-specific and customer centric concepts into personalized campaigns
• Utilize business acumen to quickly analyze and understand the brand experience dynamics and effectively drive team to synthesize internal and external insight and analytics to execute cohesive and coordinated campaigns and tactics across all touchpoints (digital and physical)
• Collaborate with the Customer Engagement organization to effectively plan a cohesive HCP experience across digital and physical touchpoints for the assigned Brand
• Design and deliver human-centered experiences that address specific customer needs and apply behavioral science to drive meaningful behavior change and improved patient outcomes. Translate research, journey work, and secondary insights into actionable recommendations for the business.
• Develop a clear point of view on the patient and HCP experience within the brand and category to shape marketing strategy. Identify barriers, opportunities, and moments that matter to optimize experience design and unlock brand growth.
• Identify knowledge gaps and partner with Data, Insights, and Analytics to design and execute custom research that challenges assumptions, brings fresh perspective, and informs strategic decisions for patient and HCP engagement.
• Drive integrated plans that advance business objectives by coordinating with internal and external teams responsible for execution across functions, including areas outside Marketing and Customer Experience. Connect business and marketing priorities to high-value engagement opportunities and ensure execution remains aligned to strategy.
• Apply audience journey insights to drive channel selection and set communication priorities to direct overall planning approach to marketing KPIs that will achieve a patient or HCP behavior change.

Essential Requirements:

• Bachelor's degree in related field is required; Master of Science and/or MBA preferred
• 8 years of demonstrated experience identifying opportunities and driving solutions to create an orchestrated customer journey that resonate with healthcare providers and improve the lives of their patients
• Experience and driving the planning and strategy for multiple brands and audiences.
• 3 years of demonstrated experience in utilizing data, insights, behaviors, and analytics to optimize customer experiences
• 3 years of experience in customer engagement, social media and CRM, to leverage journey mapping, personalization