Define digital engagement strategy aligned with organization priorities Understand deeply of company’s purpose, TAs and IMB’s priorities, business opportunities and external dynamics to shape digital engagement strategies Collaborate with field teams and marketing to gather insights and align digital engagement strategies. Apply ICE 5Rs (Right Customer, Right Content, Right Investment, Right CX Journey, Right Insights) to define customer segmentation, behavior change goals, and journey mapping. Develop strategic partnership and collaboration platform with key stakeholders to accelerate digital transformation Digital engagement execution Explore, develop, implement, and evaluate digital engagement plan that address customer needs. Brainstorm new and creative growth strategies. Work closely with brand teams to ensure content alignment with strategic objectives. Utilize Generative AI tools for scalable content creation and localization. Manage digital channel implementation including SFMC, Veeva, Sprinklr, and Novartis Pro, etc. Measure and report performance of all digital engagement campaigns and assess results. Utilize strong analytical ability to establish impactful KPI and evaluate end-to-end customer experience across multiple channels and customer touch point Feedback collection, evaluation and optimization Collect feedback through Voice of Customer (VoC), field visits, and digital footprint data. Analyze performance using ICE KPI tools and adjust digital engagement plans accordingly. Establish a closed-loop feedback system to ensure continuous improvement and responsiveness to market dynamics.

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