Experience Manager, Customer Experience and Optimization

Job ID

REQ-10088424

Oct 02, 2026

USA

Summary

#LI- HybridNovartis is seeking an Experience Manager, Customer Experience and Optimization to join our Integrated Experience Planning team within the Integrated Marketing Organization. This role orchestrates execution of customer experiences, ensuring integrated marketing assets deploy as planned, per the cross-functional Customer Experience Plan. This role requires strong collaboration with cross-functional project owners across Marketing Strategy, HCP Education, PR/Comms/Patient Engagement, Media CoE, Product (MarTech), Marketing Operations, Data Insights and Analytics.This role is based in East Hanover, NJ and will not have the ability to be located remotely. Please note that this role would not provide relocation, and only local candidates will be considered; please only apply if this location is accessible for you. This position will require up to 5% travel as defined by the business (domestic and/or international).

About the Role

Key Responsibilities:Ensure feasibility and appropriateness of proposed programs and tactics vis-a-vis the Experience Plan, including application of channel/digital best practicesOversee tactical deployments across HCP and patient marketing programs across channels, ensuring project leads, agencies, and deployment teams (e.g. digital, IT) deliver on Experience Plans ("air traffic control")Autonomously lead efficient status meetings across extensive stakeholder base and ensure follow through on decisions/next steps (internal and external partners)Proactively ensure plans can be activated on time and within enterprise processes/ways of workingSupport Customer Experience and Optimization teammates in preparing for Experience Optimization Rooms (EORs), enabling increased marketing effectiveness; follow up with stakeholders to ensure pull through of EOR decisionsSupport tactical planning and implementation as well as contribute to internal discussions where CX expertise is neededConsult with Product Management (MarTech) as they standardize solutions (e.g. web CMS, social platforms, Field CRM, database marketing)Execute HCP non-personal promotion target list refreshes as neededEssential Requirements:Bachelor''s degree required, preferably in a relevant area of study3+ years'' experience working in digital and managing multi-channel/cross-channel media executionAnalytical acumen with demonstrated prioritization skills as well as the ability to work on complex processes, procedures or solutionsProven experience in working with others to achieve organizational objectives including the ability to anticipate and adapt, own and/or support group tactics for changing business needsAdministrative management skills - planning, organization, operational decision making and analysisCuriosity to explore new and innovative marketing solutions and platforms with a demonstrated commitment to continuous learning and applying innovation to integrated customer experiencesExcellent oral/written communication, as well as project management skillsAbility to build relationships, collaborate and influence across a matrix organization, partnering with cross-functional internal and external teams to support effective execution and proactively address challenges with a solutions oriented mindsetDesirable Requirements:Experience in a regulated industry (pharmaceutical, financial, etc.)Strong program management skillsNovartis Compensation Summary:The salary for this position is expected to range between $126,000 and $234,000 per year.The final salary offered is determined based on factors like, but not limited to, relevant skills and experience, and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors.Your compensation will include a performance-based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards.US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves.

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-cultureBenefits and Rewards: Learn about all the ways we'll help you thrive personally and professionally.Read our handbook (PDF 30 MB)

EEO Statement:The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.Accessibility & Reasonable AccommodationsThe Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please send an e-mail to [email protected] or call +1(877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Division

US

Business Unit

Marketing

Location

USA

State

New Jersey

Site

East Hanover

Company / Legal Entity

U014 (FCRS = US014) Novartis Pharmaceuticals Corporation

Functional Area

Marketing

Job Type

Full time

Employment Type

Regular

Shift Work

No

Marketing US USA

Job ID

REQ-10088424

Experience Manager, Customer Experience and Optimization

Apply to Job

Job ID

REQ-10088424

Experience Manager, Customer Experience and Optimization

Apply to Job