Jobs / India / Novartis Pharmaceuticals Corporation
Senior Manager - CRM Innovation & Experimentation
Novartis Pharmaceuticals Corporation · 🌍 Hyderabad (Office)
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About the role
Job Description Summary Novartis is on a mission to transform medicine and improve lives worldwide. As a global leader in healthcare, we leverage advanced technology, data, and digital capabilities to deliver patient-centric solutions, enhance customer engagement, and drive innovation. Within this context, the US CRM organization plays a critical role in shaping the transformation to next-generation CRM Innovation Labs that identifies and tests opportunities that can improve customer engagement, user experience, productivity, and CRM capabilities. Its work combines structured discovery, rapid experimentation, and evidence-based recommendations. The Senior Manager, CRM Innovation & Experimentation leads defined innovation opportunities and experiments within the Hyderabad Labs extension. Reporting to the Director, CRM Enablement, Hyderabad, the role partners with the Associate Director, CRM Innovation Labs, US Labs leadership, Product Owners, business teams, technology partners, and control functions to scout emerging possibilities, run prototypes and proofs of concept, coordinate internal and external contributors, and convert learning into decision-ready recommendations. Job Description Senior Manager - CRM Innovation & Experimentation Location – Hyderabad #LI Hybrid Major Accountabilities: • Explore business challenges, user needs, product gaps, market trends, and emerging technologies to identify relevant CRM opportunities. • Scout and assess startups, technology providers, specialist partners, and external capabilities against defined business needs and experiment objectives. • Triage opportunities to determine whether they require experimentation, can reuse existing CRM capabilities, or should be redirected to another accountable team. • Shape selected opportunities into clear problem statements, hypotheses, expected benefits, success measures, assumptions, risks, and decision criteria. • Lead timeboxed discovery, prototyping, proof-of-concept, user validation, and technical feasibility activities, ensuring required data, environments, integrations, access, and specialist support are in place. • Coordinate cross-functional contributors, including Product Owners, business SMEs, UX, architecture, engineering, data, analytics, privacy, security, legal, compliance, procurement, delivery teams, contractors, and external partners. • Synthesize user, business, technical, operational, and market evidence into recommendations to advance, pivot, pause, stop, or transition opportunities, including reuse, configuration, process change, or existing-product enhancement options. • Maintain strong execution discipline and governance through experiment plans, backlogs, decision records, risks, dependencies, stakeholder updates, transition-ready documentation, reusable insights, and compliance with responsible-use, data, privacy, security, legal, procurement, and documentation requirements. Essential Requirements: • Quality and timeliness of opportunity briefs, experiment plans, prototypes, evidence packs, and recommendations. • Clarity of hypotheses, benefit measures, assumptions, risks, dependencies, and decision records. • Speed of learning and reduction of business, user, technical, operational, or compliance uncertainty. • Relevance and quality of external capabilities assessed or translated into experiments. • Effectiveness of stakeholder and contractor coordination, deliverables, documentation, and knowledge transfer. • Quality and readiness of handovers into product roadmaps, operational capabilities, or other agreed adoption pathways. Educational Requirement: Bachelor’s degree in business, technology, life sciences, engineering, or a related field is required; MBA or relevant master’s degree preferred Minimum Ex