Novartis Institutes for BioMedical Research (NIBR)Executive Director, Global Head of End User Services, NIBR Informatics
Jan. 2013 - Sep. 2018Greater Boston AreaAfter 5 years serving as the Global Head, Office of the CIO, an opportunity emerged to build a world-class customer experience & support organization for NIBR’s scientists. I took on the challenge of creating and leading this new organization because I am passionate about creating great customer experiences and saw an opportunity to make transformational change. In this role, I:
- realigned and integrated 5 organizations across 5 global locations
- recruited & built the leadership team
- collaboratively developed the mission, strategy and structure for the new org
- established customer listening sessions and a customer service culture
- revamped our resourcing model, including new sourcing strategies
- improved core business processes and tools to support globalization, productivity, efficiency, accuracy & better data These efforts increased the rate of technology adoption, improved scientific productivity, drove innovation, and created a more engaged and happier user community.