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 is advancing customer engagement through data, digital capabilities, artificial intelligence, and differentiated CRM experiences. CRM Innovation Labs provides a structured environment to shape, prototype, and validate promising opportunities before enterprise commitment.

The Associate Director, CRM Innovation Labs leads the Hyderabad extension of this capability and serves as a strategic partner to US CRM Innovation Labs and CRM leadership. Reporting to the Director, CRM Enablement, Hyderabad, the role shapes the innovation portfolio, establishes experimentation governance, develops internal and external capabilities, and drives evidence-based decisions to advance, redirect, transition, or stop opportunities.

Job Description




Associate Director - CRM Innovation Labs
Location – Hyderabad #LI Hybrid

Major Accountabilities:
- Lead the Hyderabad CRM Innovation Labs extension by defining its operating model, governance, ways of working, reusable practices, and collaboration interfaces with US Labs, Product Owners, and delivery teams.
- Shape and manage a focused CRM innovation portfolio aligned to business priorities, customer and user needs, emerging technologies, strategic feasibility, and measurable value.
- Build internal innovation capability by fostering a culture of curiosity, disciplined experimentation, transparency, continuous learning, and accountable decision-making.
- Establish transparent opportunity intake and governance mechanisms to assess whether ideas should enter Labs, leverage existing CRM capabilities, or be redirected to the appropriate accountable teams.
- Guide opportunities through structured experimentation stages includin

📌 Associate Director (Hyderabad)
🏢 Novartis
📍 Hyderabad