Director, NPS Service Strategy & Standards

Band

Level 6

 

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 Director, NPS Service Strategy & Standards is responsible for developing and optimizing the strategy and design of patient support programs. This role will focus on creating seam-less, 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 Director will ensure that patient support 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 expertise and comfort working closely with external & internal stakeholders across functions in a typical large pharma environment.    

This individual will partner with a team of 2 Associate Directors to realize these goals.

Your responsibilities will include, but are not limited to:

• Develop and implement a 3-year strategic roadmap for patient support services that enhances practice and patient experiences. Aligns to innovation roadmap and build, buy, partner strategy

• Lead the end-to-end design of patient support services blueprints and journeys, ensuring they are efficient, scalable, and reduce friction points to starting and staying on therapy

• Develop and maintain 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

• Partner with NPS Experience Design to use a co-creation approach to pull-through feedback from end users back into our services blueprint and design

• Partner with NPS franchise teams to design and refine launch and existing support programs based on service design blueprint and standards

• Partner 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

• Partner 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

• 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. Advanced degree (Master’s or beyond) preferred

• 10+ years’ experience in big Pharma or biopharma commercial functions or 10+ years of combined experience across biopharma consulting, pharma, health ecosystem, social sciences and advanced analytics with a record of increasing responsibility

• Strategic design/services design experience preferred

• Strong understanding of medical, legal, regulatory and compliance environment and ability to work collaboratively

• 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 between $185,500.00 and $344,500.00 per year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend