Résumé
About the Role
Key Responsibilities:
Develop and implement a comprehensive service design strategic plan that aligns with the overall people and organisation strategy.
Lead qualitative and quantitative research (focus groups, ethnography research, surveys etc) to understand the needs and preferences of people within the employee journey and uncover insights.
Conduct comprehensive analyses of the employee journey, identifying problems, opportunities, and critical moments, and develop journey maps to visualise their experience.
Create detailed service blueprints that outline employee interactions, processes, systems, and touchpoints, and identify areas for improvement and innovation.
Apply human-centered design principles and methodology to develop innovative solutions & experiences that address the needs, preferences, and aspirations of people at every stage of their journey in Novartis.
Develop strong working relationships with key, global, cross-functional collaborators to deliver impact.
Develop prototypes and mock-ups of HR services, experiences, and tools, and conduct usability testing and feedback sessions to refine and iterate designs.
Lead change management efforts to ensure successful adoption and implementation of people experience initiatives, including communication plans, training programs, and partner engagement strategies.
Establish key indicators and metrics to track the effectiveness of all initiatives, and use data analytics to identify trends, measure impact, and drive continuous improvement.
Stay abreast of industry trends, best practices, and emerging research in this area and share insights and recommendations with internal partners.
Essential Requirements:
Qualification in a relevant field (Service Design, Design Thinking, People / Employee Experience, Customer Experience, Organisational Psychology, Human-Centred Design or a related field) or equivalent.
Proven experience in service design, employee/people experience or customer experience roles, with a focus on designing and optimising end-to-end services and people experiences.
Strong understanding of human-centered design principles, design thinking methodologies, and service design tools and techniques.
Excellent analytical, problem-solving, and critical-thinking skills, with the ability to translate insights into actionable recommendations and solutions.
Passion for creating exceptional experiences for people, driving engagement and satisfaction.
Ability to prioritise and manage multiple initiatives simultaneously in a fast-paced environment.
Passion for crafting exceptional employee experiences.
Commitment to Diversity & Inclusion:
We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
Benefits and rewards:
Read our handbook to learn about all the ways we’ll help you thrive personally and professionally:
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-culture
Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
