Executive Director – Enterprise Experience Planning, Integration

Novartis

. Establish an enterprise view of customer and patient journeys and refine how Novartis improves them through connected, creative, and empathetic experiences .

Posted 9/25/2026full-timeRemote • United StatesLead💰 $236,600 - $439,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in orchestrating customer journeys and enhancing patient experiences through strategic planning and cross-functional collaboration. Proficient in utilizing data analytics and insights to drive marketing transformations within the pharmaceutical and life sciences sectors.

Highest-signal resume keywords

Customer Journey MappingCross-Functional LeadershipData Analytics and InsightsMarketing Transformation in PharmaStakeholder Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Journey MappingCustomer EngagementContent PersonalizationMedia and Content TestingAnalyticsStrategic ThinkingProject ManagementGovernance FrameworksPerformance MeasurementRisk Identification

Soft Skills

Collaborative ApproachRelationship BuildingEffective CommunicationProblem SolvingLeadership

Tools & Technologies

CRM SystemsSocial Media PlatformsMeasurement FrameworksIntegrated Communications ToolsData Visualization Tools

Certifications & Qualifications

Bachelor's DegreeMaster's of ScienceMBA

Industry Keywords

PharmaceuticalBiotechLife SciencesPatient EngagementHealthcare ProvidersDTC MarketingHCP MarketingComplianceEthicsPatient Lifecycle

About the role

Key responsibilities & impact

Establish an enterprise view of customer and patient journeys and refine how Novartis improves them through connected, creative, and empathetic experiences
Ensure key enterprise functions are represented in experience planning and priority initiatives
Connect planning and execution across Marketing, Patient Services, Medical, Advocacy, Access, Field Sales, Digital Engagement, and Enterprise Partnerships
Identify and address gaps, silos, disconnects, and unclear ownership, coordination, or accountability
Champion patient and caregiver perspectives across strategy, experience design, content, support, access, and engagement initiatives
Strengthen continuity across the patient lifecycle from clinical trial participation through diagnosis, access, treatment initiation, adherence, ongoing support, and long-term engagement
Advance approaches that deepen sustained engagement with patient communities, particularly in rare and specialty conditions
Establish governance aligning leaders around shared customer and patient priorities
Facilitate cross-functional decision-making and monitor commitments and outcomes through shared measurement frameworks
Support priority launches and enterprise initiatives requiring cross-functional coordination
Define and track shared customer and patient experience outcomes
Provide visibility into enterprise adoption, alignment, and execution performance
Identify risks, dependencies, and opportunities requiring leadership attention
Develop frameworks, processes, tools, transitions, and handoffs that strengthen cross-functional collaboration and scalable enterprise execution
Operate in accordance with Ethics, Risk and Compliance policies and procedures

Requirements

What you’ll need

Bachelor's degree in related field is required
10+ years of demonstrated experience identifying opportunities and driving solutions to create an orchestrated customer journey
5 years of demonstrated experience using data, insights, behaviors, and analytics, along with customer engagement, social media, and CRM, to optimize customer experiences through journey mapping, personalization, and content
Collaborative approach and experience working closely with research, content, and data specialists
Experience with media and content testing to analyze effectiveness of integrated communications in HCP or DTC category marketing
Strong cross-functional leadership and collaborative-development experience
Ability to build and manage relationships, frame productive conversations, and align product and marketing teams, agency partners, and stakeholders across Communications, Legal, Regulatory, Compliance, and IT
Experience leading a Marketing transformation and vision within pharma, biotech, or Life Sciences
Strategic and analytical thinking, demonstrated by key projects or initiatives
Master's of Science and/or MBA preferred
Leadership of large-scale teams over 50+, including matrixed, virtual, and multi-layer teams preferred
Experience orchestrating customer journeys that resonate with healthcare providers and improve patients' lives preferred

Benefits

Comp & perks

Performance-based cash incentive
Eligibility to be considered for annual equity awards, depending on the level of the role
Health benefits
Life benefits
Disability benefits
401(k) with company contribution and match
Vacation
Personal days
Holidays
Other leaves
Reasonable accommodation for individuals with disabilities