Job Purpose:

The Insights and Decision Science (IDS) team is dedicated to enabling improved decision making at Novartis by leveraging data and advanced analytics capabilities to generate actionable insights that drive business growth. We collaborate closely with the US business, bringing insights and challenging ideas to empower smarter, data-driven decision-making.

The Novartis Patient Support Center (PSC) is the central operational function within our organization. We handle all patient, caregiver, and customer transactions related to supporting patient access, including intake, case management, benefits verification, prior authorization and appeals support, specialty pharmacy triage, and adherence support. We are committed to delivering exceptional customer service, which is measured through service level agreements (SLAs) and key performance indicators (KPIs), and net promoter scores.  The AD, PSC Analytics will work with both our IDS and NPS partners to provide insights on operational and brand effectiveness.

Key Responsibilities:

• Strong understanding of patient access and reimbursement operations, including patient onboarding, co-pay, adherence and reimbursement services
• Deliver operational metrics, KPIs and power stats in partnership with the NPS Disease-Area teams, and oversee the development of operations dashboards that provides visibility into performance
• Support decision making via a disciplined, hypothesis-driven approach and shape the findings into leadership presentations highlighting key actions
• Support operational effectiveness by creating root-cause analysis into programs and summarizing recommendations for NPS and Disease-Area leadership
• Manage data teams and analytics staff for timely delivery of reporting and analytics
• Analyze trends and develop impactful and actionable insights

Essential Requirements:

The Associate Director, PSC Analytics is a key leadership role, reporting to the Director, PSC Analytics, and is responsible for overseeing reporting, analysis, and impact of the Novartis PSC.   This individual must possess strong communication skills to create and present results of complex analyses in a clear and actionable manner.

Education: Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA)

• 3+ years related experience in demand and capacity planning in deferred workload settings (e.g., manufacturing, reimbursement support hubs), financial planning, or quantitative analysis.
• Possess understanding of patient support hubs or other operational activities requiring queue work.
• Ability to connect and coordinate activities across workforce planning, have strong influencing capability and be extremely proactive in driving results.
• High-level of comfort navigating/managing large data sets and drawing out key insights.
• Strong written and oral presentation skills, including comfort delivering presentations to the Executive/Senior Leadership Team.
• Demonstrated expertise with data analytics, forecasting and business acumen.
• Adapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities.
• 3+ years experience developing SQL

Preferred Experience:

• 3+ years of progressive leadership in patient services, case management, and/or operations
• Experience working in a team environment which successfully partners with all Commercial Operations functions
• Dashboard development with PowerBI, Tableau, or comparable visualization tool

The pay range for this position at commencement of employment is expected to be between: $152,600.00 and $283,400.00/year; however, while salary ranges are effective from 1/1/25 through 12/31/25, fluctuations in the job market may necessitate adjustments to pay ranges during this period.  Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.