Business Intelligence and Engagement Lead

Business Intelligence and Engagement Lead

Summary

We are a global team focusing on customer experience, aspiring to transform customer and operational excellence into a measurable competitive advantage. We design, optimize, and govern commercial solutions that improve customer experience. We are looking for a hands‑on, collaborative, and strategic professional to move our organization into a more customer‑focused one, contributing to the clients’ transformation across multiple countries.

This role is responsible for analyzing and documenting current business models and structures, identifying customer journey pain points, and defining future state operating models in alignment with global standards and archetypes. The successful candidate will partner closely with both global and local leadership teams to design and implement effective, efficient, and compliant operating models, ultimately ensuring consistent and excellent customer experience worldwide.

Key Responsibilities

• Assess and document existing business models, structures, and customer journeys across countries, identifying strengths, challenges, and areas for improvement in customer processes.
• Map local structures and activities, particularly within the customer‑to‑invoice process.
• Collaborate with the Global Process Owner leadership team and country leadership teams to define the future target operating model, incorporating country‑specific requirements and best practices into global frameworks.
• Develop country archetypes and cluster countries accordingly to design the most effective operating model by archetype.
• Partner with selected countries and customers to deeply understand journeys and define improvements, creating and managing transition plans for countries moving to target operating models.
• Support countries during transformation phases, ensuring smooth adoption and change management.
• Monitor progress and measure effectiveness of implemented models; recommend and implement adjustments to evolving country models as needed.
• Drive standardization and harmonization of processes to achieve global efficiency, compliance, and customer satisfaction.

Essential Requirements

Relocation

This role is based in Barcelona, Spain or Basel, Switzerland. Novartis is unable to offer relocation support for this role : please only apply if these locations are accessible for you.

Commitment to Diversity and Inclusion / EEO

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

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? Learn more .

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Benefits and Rewards

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