Novartis
pharmaceutical
CxJourneyAssociate
“Cx Journey Associate at Novartis. Skills: Omnichannel Engagement, Customer Experience Management, Content Strategy & Personalization, Scientific Engagement & Compliance. Maximize HCPs reach by identifying affiliates with mass HCPs affiliation. Stakeholder mapping for these affiliates with the intent to initiate collaborative programs focused on certain disease areas”
What You'll Achieve.
Drive scientific exchange, customer satisfaction, and improved patient outcomes
Industry & Context.
What They're Looking For.
Must Have
3–5 years of experience in pharmaceutical sales, marketing, digital engagement, or account management, Proven success in leading cross-functional initiatives and managing complex stakeholder networks
Nice to Have
Advanced degree, master’s in digital marketing is a asset, Experience with digital marketing, CRM, and data-driven decisions is a plus, French and/or Arabic proficiency is a plus
What You'll Do.
Maximize HCPs reach by identifying affiliates with mass HCPs affiliation
Stakeholder mapping for these affiliates with the intent to initiate collaborative programs focused on certain disease areas
Collect digital consent for the new targeted HCPs
Conduct digital affinity segmentation of HCPs and engagement preferences
Maintain and enhance knowledge of disease areas
Design and optimize customer journeys using data insights
Orchestrate a full omnichannel engagement experience
Create outstanding customer experiences by orchestrating omnichannel engagements and delivering personalized content
Experiment with different engagement models
Continuously assess Customer Experience (CX)
promptly attend to Customer feedback and suggestions
Identify engagement gaps and opportunities for deeper customer connection and continuously evaluate channel mix effectiveness and recommend improvements
Manage the deployment and performance of digital channels (email
Promote a customer-first mindset by continuously assessing and improving HCP satisfaction
Implement structured feedback mechanisms—including surveys
and analytics—to effectively capture the voice of the customer
Contribute to initiatives that address pain points and enhance the overall experience across touchpoints
Leverage analytics dashboards and KPIs to monitor campaign performance and ROI
Participate in the creation
and deployment of scientific and promotional content across channels
Ensure content is tailored to HCP needs
compliant with regulatory standards
and optimized for performance
Follow all adverse events guidelines and Code of Conduct Guidelines as promoted by Novartis
Demonstrate behavior in accordance with Novartis code of practice
Provide and discuss scientific knowledge and on label medical data relevant to the Therapy Area with HCPs
Provide scientific and educational information to HCPs on specific patient critical issues
Involve HCPs when a need is identified to provide support / advice / participate in specific Medical and scientific activities e. g. education of HCPs
Follow governance frameworks for omnichannel execution
Participate as necessary in audits
and regulatory inquiries related to engagement activities
How You'll Work.
Team & Collaboration
Proven success in leading cross-functional initiatives and managing complex stakeholder networks
Communication Scope
Fluent in English (written and spoken)
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