Associate Director, NPS Experience Design

Band

Level 5

 

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 Experience Design is responsible for implementing co-creation initiatives that shape patient support experiences along the entire service journey. This role will drive collaborative design efforts by engaging patients, practices, and internal teams to help develop innovative, patient-centric micro experiences. The Associate Director will lever-age co-creation methodologies, and data-driven insights to create experiences that improve access, engagement, and outcomes in patient support programs.
    
The ideal candidate has experience in translating end user feedback into actionable plans to optimize experiences. Successful candidates will have a strong background in advisory board facilitation with high emphasis on designing experiences with key internal and external stakeholders that simplify & modernize patient support programs. The role assumes experience working closely with external & internal stakeholders across functions in a typical large pharma environment.

Your responsibilities will include, but are not limited to:

• Plans and executes co-creation sessions partnering with team of strategists and designers to build exercises, iterate on prototyped concepts, run design validation tests and to integrate feedback into the design of programs for copay, free goods, clinical services, onboarding and adherence.

• Executes a framework for iterative testing, piloting, and scaling of patient support experiences that are practical, user-friendly, and impactful.  Validates capability design with end users to refine prototyped concepts for launch

• Partners with the NPS Service Strategy & Standards, Platform, and Content teams to integrate end user feedback and real-world experiences into patient support service design and aligned capabilities and experiences

• Maintains a library of design feedback and prototyped concepts to serve as feeder inspiration for future program design

• Collaborates with service strategists, product managers, developers, content owners and vendors to test and bring patient-facing solutions to life

• Executes efforts to assess the experience engaging with Novartis Patient Support, partnering with IDS to design measurement frameworks to optimize design

• 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) to measure the impact of co-created solutions

• Partners with IDS on qualitative and quantitative research, including patient feedback, operational data, and industry benchmarks, to inform service and capabilities decision-making

• 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 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 between $132,300.00 and $245,700.00