Customer Strategy, Capability & Excellence Head Milano

Customer Strategy, Capability & Excellence Head
Milano
Lombardia, Milano

Customer Strategy, Capability & Excellence Head Job ID: REQ-10036271 Date: Jan 09, 2025 Location: Italy Summary The role primarily focuses on driving Customer Strategy and building long-term competitive capabilities to ensure corporate innovation and sustainability for future competitive advantage. About the Role Key Responsibilities: Driving holistic Customer Experience (CX) strategy by developing CX thought leadership & guidelines supporting standards & harmonization, and by building long-term competitive advantage capabilities on CX, managing roadmap and coordinating readiness of tech systems and analytics products. Designing experience strategies together with Therapeutic Areas leveraging customer-centric methodologies. Liaising with the Global Team (MAP and CE&E mainly) to ensure local adaptation of global programs to the country environment. Working with the Therapeutic Areas to implement the customized learning journey for the Field associates leveraging internal resources and collaborating with external vendor/partners. Possessing extensive experience (10) in Digital / Customer Experience / Innovation. Managing digital transformation projects inside complex organizations. Having extensive (10) years of experience in a leadership role, with a proven ability to manage a team and motivate associates across a matrixed organization. Fluency in English. Previous experience in a marketing role is a plus. Previous experience in a pharmaceutical company is a plus. Ability to manage multiple stakeholders, business partnership mindset, and ability to influence across matrix. Excellent project/process management skills. Why Novartis? Our purpose is to reimagine medicine to improve and extend people's lives, and our vision is to become the most valued and trusted medicines company in the world. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us Commitment to Diversity and Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve. Functional Area: Marketing Job Type: Full time Employment Type: Regular Shift Work: No J-18808-Ljbffr