Executive Director, Integrated Experience Planning

Novartis • New York City, NY

1d • Remote

About The Position

The Executive Director, Integrated Experience Planning will shape the patient and HCP experience strategy for assigned brands, translating business objectives, brand strategy, and behavioral goals into integrated experience, content, and channel decisions that drive customer behaviors and measurable business outcomes. Reporting to the Head of Customer Experience Planning and Optimization, this leader will guide the development, activation, measurement, and continuous optimization of unified experiences in close partnership with Marketing Strategy, Data, Insights and Analytics, Content, Product Management, Operations, Customer Engagement, other cross-functional teams, and external agencies. Success requires navigating complex brand, agency, and cross-functional relationships; establishing and communicating a strong point of view; using emerging insights and performance data to adapt plans; and driving clear decisions, accountability, strategic focus, and measurable impact through ambiguity. This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager. This position will require up to 10% travel.

Requirements

• Bachelor's degree in related field
• 15+ years of experience in marketing strategy, customer experience, integrated planning, or related disciplines.
• Demonstrated expertise in experience design, behavioral strategy, integrated planning, channel orchestration, and measurement.
• Proven ability to translate business and brand strategies into actionable, measurable HCP and patient experience plans.
• Experience using customer insights, behavioral evidence, data, analytics, and experimentation to guide decisions and optimize performance.
• Demonstrated success leading multidisciplinary teams and influencing complex cross-functional and agency relationships.
• Experience standardizing planning processes, improving marketing effectiveness, and leading organizational change.
• Strong commercial acumen, analytical rigor, digital and AI fluency, and the ability to simplify complex strategies and drive decisions through ambiguity.
• Experience attracting, coaching, and developing high-performing talent.

Nice To Haves

• Pharmaceutical, life-sciences, or similarly complex regulated-industry experience.
• Master of Science and/or MBA preferred.

Responsibilities

• Serve as Marketing Strategy’s primary CXPO partner to translate business objectives, brand strategy, customer insights, and behavioral objectives into integrated HCP and patient experiences, personalizing where appropriate to improve outcomes.
• Develop a clear point of view on the HCP and patient experience within the brand and category.
• Identify behavioral barriers, opportunities, and experience gaps to inform brand strategy and drive growth.
• Lead integrated experience planning to achieve business, brand, and behavioral objectives, aligning internal and external teams responsible for execution across the full customer experience.
• Directly manage and oversee the development, activation, measurement, and continuous optimization of Integrated Experience Plans through consistent application of IMPact planning standards.
• Collaborate with other cross-functional partners to align experience strategy, content, channels, capabilities, and execution across digital and physical touchpoints for assigned brands.
• Analyze brand and customer dynamics and lead the synthesis of internal and external insights, behavioral evidence, and performance data to inform cohesive experience, content, and channel decisions across digital and physical touchpoints.
• Serve as a recognized expert in designing human-centered experiences that address defined customer needs and apply behavioral science to overcome identified barriers, enable desired behaviors, and improve patient and business outcomes.
• Identify knowledge gaps and partner with Insights and Analytics to conduct research and experimentation that tests assumptions, strengthens behavioral diagnosis, and informs experience decisions.
• Apply customer, behavioral, and journey insights to define experience requirements, content priorities, channel roles, and measurement needs that support the desired HCP or patient behavior.
• Lead, coach, and develop Integrated Experience Planning talent by applying standards, tools, learning, and best practices, including using and advancing the practical application of AI across assigned teams.

Benefits

• health, life and disability benefits
• a 401(k) with company contribution and match
• a variety of other benefits
• a generous time off package including vacation, personal days, holidays and other leaves

What This Job Offers

• Job Type: Full-time
• Career Level: Executive