#LI-Onsite​

Customer & Patient Experience Manager

Major accountabilities:

• Develop and Implement Strategies: Drive organization CX performance across key brands. Create and execute strategies to improve customer and patient satisfaction, ensuring a seamless and positive experience at all touchpoints. Understand TA business objectives, opportunities/challenges priorities.
• Monitor and Analyze Feedback: Collect, analyze, and act on feedback from patients and customers to identify trends and areas for improvement. Assess / manage Customers & patients' journey / insights with brand teams
• Collaborate with Cross-functional teams: Work closely with clinical, branding, marketing, and support teams to ensure a cohesive approach to patient and customer care. Act as change agent supporting Egypt brand team's mindset, capabilities & implementation.
• Training and Development: Participate in designing and delivering training programs for staff to enhance their customer service skills and understanding of patient needs.
• Quality Assurance: Establish and maintain quality assurance standards for Novartis customer & patients communication plans & assets to ensure consistent and high-quality experience.
• Problem Resolution: Support brand teams in building customer / patients' engagement plans / execution / monitoring.
• Reporting and Metrics: Develop and maintain reports on customer and patient experience metrics, presenting findings to senior management and recommending improvements.

Work Experience:

• Strong background in Marketing / Digital Marketing.
• A minimum of 2 - 3 years of relevant experience in patient experience management within a reputable pharmaceutical company.
• Proven expertise in Data Analytics & Digital Insights.

Skills:

• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Proficiency in data analysis and reporting.
• Ability to work collaboratively across departments.
• Empathy and a patient-centered approach.
• Well-developed Project Management skills.

Languages:

• English & Arabic

Commitment to Diversity & Inclusion
Novartis is an equal opportunity employer and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representatives of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empower our people to unleash their full potential.