AD, Experience Personalization & Optimization

Band

Level 5

 

Job Description Summary

The Associate Director, Experience Personalization & Optimization will deliver integrated, omnichannel customer experiences for specific brands, focusing on personalized engagement to drive behavior change. This role will orchestrate media efforts across multiple channels, leveraging data and insights to optimize experiences and collaborating with internal teams and partners to execute experimentation plans that identify testing opportunities. It requires expertise in aligning strategies, driving accountability, and building impactful, data-informed campaigns to create next-generation customer experiences.

The ideal location for this role is East Hanover, NJ but remote work may be possible (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result. If associate is remote, all home office expenses and any travel/lodging to East Hanover, NJ for periodic live meetings will be at the employee’s expense. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager. This position will require 5% travel.

 

Job Description

Key Responsibilities:

• Orchestrate optimal customer communications across channels, leveraging data, insights, and analytics to inform personalized campaigns and drive impactful customer experiences.
• Partner with Integrated Customer Experience & Optimization Planners and Marketing Strategy leads to translate brand-specific, customer-centric concepts into cohesive, omnichannel campaigns.
• Apply data-driven decision-making to continuously optimize campaigns and deliver measurable outcomes aligned with brand performance targets.
• Architect human-centered experiences that address specific customer needs while making informed technical and channel trade-offs to deliver the best possible solutions.
• Design and deliver end-to-end integrated experiences across HCPs and patients, ensuring tactics are on time and on budget.
• Consistently apply best practices in channel and communications planning, using audience journey insights to prioritize channel selection and communication efforts.
• Collaborate effectively with cross-functional teams, including Marketing Strategy, PR/Comms, Data Insights and Analytics, and agency partners, to create seamless customer experiences and align on shared goals.
• Constructively challenge inadequate processes and suggest improvements to drive operational excellence and efficiency.
• Demonstrate organizational savvy by navigating ambiguity, building strong relationships, and removing barriers to ensure objectives are met effectively.
• Embrace innovation, learning from experiments and past experiences, while confidently managing change and displaying resilience under pressure.

Essential Requirements:

• Bachelor's degree in related field is required

• Minimum of 5 years of experience leading and developing communication or marketing strategies in a regulated industry.

• Demonstrated ability in leveraging data, insights, analytics, and customer behaviors to optimize campaigns and customer experiences effectively.
• Strong cross-functional leadership experience, collaborating with teams such as Communications, Legal, Regulatory, Compliance, and IT to ensure effective execution.
• Experience managing media and content testing to evaluate the performance of integrated communications and designing marketing campaigns with measurable results.
• Adept at identifying opportunities to drive solutions and create orchestrated, human-centered customer experiences that address specific needs and deliver meaningful impact.

Desirable Requirements:

• Experience in pharmaceutical, healthcare or consumer packaged goods

• Master of Science or MBA

Novartis Compensation Summary: The salary for this position is expected to range between $145,600 and $270,400 per year. The final salary offered is determined based on factors like, but not limited to, relevant skills and experience, and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors. Your compensation will include a performance-based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards. US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company