Customer Experience & Engagement Lead

Customer Experience & Engagement Lead

Location: Amsterdam

About the Role: As the Customer Experience & Engagement Lead, you will be responsible for building a center of excellence for commercial and medical excellence. Your focus will be on insight generation, customer engagement analysis, business planning, and developing high-performing analytical capabilities for the teams.

Key Responsibilities:

• Develop and implement innovative solutions to enhance commercial & medical KPIs and achieve revenue growth targets
• Consistently measure and monitor external competitiveness and internal performance (e.g., market share, benchmarks, audits)
• Support Therapeutic Area teams and medical units in planning and execution of business processes
• Collaborate with the Digital function to generate insights from CRM, digital initiatives, and patient journeys
• Ensure compliance and implementation of business rules/processes for Customer Data Management (CRM)
• Coach, train, and develop team members in the Experience & Engagement unit
• Foster a "ONE Novartis" culture: build diverse, agile, and high-performing teams

Your Profile:

• Completed higher education (Bachelor's or Master's degree) Fe Business administration.
• Proven experience in the pharmaceutical industry and/or consultancy background
• Proven track record in business insights and analytics
• Experience leading marketing/medical strategy using large data sets, algorithms, and modeling
• Demonstrated ability to integrate data analysis into strategic planning
• Strong leadership skills, including leading without authority and managing cross-functional teams
• Experience in multi-stakeholder collaboration and matrix environments
• Excellent English skills; Dutch is a plus
• Demonstrate an agile mindset by setting clear priorities, collaborating openly, and using feedback to make step-by-step improvements – reflecting the core elements of Agile culture within the Dutch organization.

Key Performance Indicators:

• Implementation of innovative solutions to improve KPIs and revenue
• Productivity and competitiveness gains (internal/external benchmarks)
• Improved time-to-delivery and customer satisfaction
• Number and success of prioritized projects and adaptive business planning
• Enhanced data and insight generation across all teams

Skills Desired: Agility, Cross-Functional Collaboration, Customer Engagement, Customer Experience, Customer Insights, Data Analytics, Data Strategy, Digital Marketing, Marketing Strategy, Media Campaigns, Product Marketing, Stakeholder Engagement, Stakeholder Management, Waterfall Model