Global Associate Director, Customer Engagement Analytics
Novartis
- Madrid
- Permanente
- Tiempo completo
- The Customer Engagement team, as part of Sandoz Technology, is responsible for implementing and supporting the company's digital tools and platforms, such as customer relationship management (CRM) and marketing automation systems, e-commerce & HCP portals, and mobile applications, as well as the strategy of the company's omnichannel approach enabled by Data & Insights.
- Reporting to the Global Customer Engagement Data & Insights Lead, the Global Associate Director, Customer Engagement Analytics will play a key role in the definition and implementation of the customer engagement data strategy. In particular, you will be responsible for setting up the reporting and analytic capability in collaboration with the Global Platform teams, enabling key use cases. You will play a pivotal role shaping the 360ª view of the customer that enables personalized customer experience. On your role, you will ensure relevant data is available, accurate, and ready to generate actionable insights to support the design and execution of the business strategy.
- You will require strong leadership and excel in change management, communication and cross-functional collaboration.
Your responsibilities include, but not limited to:
- Define and implement data management strategy and processes for the customer engagement space
- Enable Customer 360º view, ensuring data integration across different data sources (internal and external) to allow generation of actionable insights that lead into personalization of customer experience.
- Set up operating model to manage data assets creation (reports, dashboards...) to support business needs aligned with commercial strategy.
- Implement self-service reporting strategy and ensure adoption across the organization.
- Foster data harmonization and use of data standards, ensuring adherence to data governance policies and standards.
- Ensure data quality, accuracy, and completeness across all customer engagement data sets.
- Work with Customer Engagement sub domains to ensure data from different channels is integrated in the global data hub to support and improve Omnichannel Engagement strategy through insights generation.
- Work with cross-functional teams to ensure relevant data sources are identified, properly integrated and available for reporting and analysis, to enable data-driven decision making.
- Collaborate closely with Global Platform & Architectural teams to develop global data platforms, define reporting and analytical layers, ensuring they are fit for purpose and support business use cases.
- Translate business requirements into use cases to define reporting and analytical layers leveraging global data platforms.
- Analyze customer data to identify trends, insights, and opportunities for improving omnichannel engagement.
- Carry out change management and communication activities to ensure adoption and engagement.
- Ensure adherence to pharmaceutical industry regulations and compliance standards, working closely with the legal, compliance, security and regulatory teams.
- Collaborate with external partners and vendors to enhance data & insights capabilities.
- Bachelor's degree in computer science, engineering, statistics, mathematics, IT related field, or business administration
- English
- 10+ years' experience working in enterprise data management
- 7+ years' experience within the pharmaceutical industry
- Deep knowledge of data analytics tools and techniques, including statistical modelling, data visualization, and predictive analytics
- Familiarized with data architectures
- Know commercial data in pharma: 3rd party data, Omnichannel Engagement data, activity data, sales...
- Understand and utilize data lakes and cloud data solutions to efficiently manage and analyse large data sets.
- Knowledge on data integration and data management technologies, including ETL processes, data modelling
- Experience with reporting and analytical tools: Qlik, Databricks, Alteryx, Power BI or similar
- Strong communication, collaboration, and stakeholder management skills
- Strong understanding of customer data management, Omnichannel platforms and CRM systems
- Demonstrated experience managing and leading data analytics teams in a global environment
- Experience implementing data governance policies and standards
- Up to date with industry trends and best practices in the data & insights space
500 million patients were touched by Sandoz generic and biosimilar medicines in 2021 and while we're proud of this, we know there is more we could do to continue to help pioneer access to medicines for people around the world.How will we do this? We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world's toughest medical challenges. Because the greatest risk in life, is the risk of never trying!Imagine what you could achieve here at Sandoz!Join our Sandoz Network : If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Sandoz and our career opportunities, join the Network here:https://talentnetwork.novartis.com/sandoztalentpoolFunctional AreaData ScienceDivisionSANDOZBusiness UnitNON-NVS TSA TECHNOLOGY SZEmployment TypeRegularCommitment to Diversity & Inclusion:We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.Shift WorkNoEarly TalentNo