• Contribute to a holistic customer experience strategy in IM organization to become a recognized customer experience & engagement leader in the market.
• Develop a strong relationship and closely collaborate with TA Heads, Medical and Marketing teams to support with planning & execution of platform-based engagements, recognizing opportunities & challenges early in the process and adjusting the course of action according to the needs.
• Leverage digital tools/systems and customer-centric methodologies (design thinking, behavioural science, human-centric design) to translate strategic imperatives into best customer experience in virtual interactions.
• Ensure consistent measurement and monitoring (KPIs) of external competitiveness and execution, including customer feedback & satisfaction (including customer surveys).
• Provide TA teams with continuous assessment and support to build next generation health innovative solutions, integrating patient, health professional and business needs at every step of the process.
• Lead and support technical maintenance of Baltic digital assets (HCP portal, websites, newsletters, emailing campaigns, banners, digital advertising, social media, video production, SEO, google ads and more).
• Support digital analytics tools. Ensure design optimizations are implemented to drive customer value.
• Identify common needs and opportunities across TAs to find synergies, reduce duplication and simplify the processes around customer engagement and content delivery.
• Support TA teams in leading and creating the content on disease awareness on social media platforms, such as Facebook, Instagram, YouTube, etc.
• Act as liaison on Cluster and Regional forums. Proactively collaborate with relevant internal partners on software improvements, issues, and fixes.
• Ensure that health information systems are properly embedded in health innovative solutions.
• Support the TA teams on usage of digital tools e.g., Mass Mail, RTE and other digital tools, to strengthen their skills and explore new possibilities.
• Secure compliance on our digital platforms by driving Digital Governance processes and act as coordinator between website owners and global governance function. Drive Digital Governance processes, including onboarding and upskilling.
• Contribute to successful and well-established partnerships with external digital companies.
• Liaise with other countries, International and Regional teams to clarify customer needs and implement any relevant projects.
• Roll out digital solutions that offer tangible impact on the business and ultimately the patients.
• On time reporting of spontaneous adverse events (AE) reports and technical complaints for all Novartis products

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

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Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards