About the Department
Our Commercial Strategy and Marketing group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight.
We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn’ mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results.
We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human-centered design pull you in? Are you ready to experiment with us?
The Position
The Voice of Customer (VoC) Analytics Manager will be responsible for developing and managing the VoC analytics program, focusing on capturing, analyzing, and acting on customer feedback across various touchpoints. This role requires a strategic thinker with strong analytical skills to transform customer insights into actionable business recommendations. The VoC Analytics Manager will work closely with cross-functional teams to ensure customer feedback is integrated into decision-making processes and drives continuous improvement in the customer experience.
Relationships
Reports to the Voice of Customer Program Lead. Collaborate with teams across the organization, including CS&M, CMR, F&O, and Sales, to conduct VoC analytics and insight generation and inform marketing strategies and optimizations to the customer experience.
Essential Functions
- VoC Analytics Strategy Development: Design and implement the VoC strategy to collect and analyze customer feedback using tools such as Net Promoter Score (NPS), customer satisfaction surveys, and omnichannel / marketing analytics. Identify and prioritize VoC opportunities and areas for improvement based on data analysis and customer insights
- Data Collection and Quality: Oversee the collection, integration, and analysis of VoC data from various sources and touchpoints. Ensure data quality and integrity across VoC initiatives
- Customer Insights: Analyze customer feedback from various sources (surveys, social media, customer service interactions, etc.) to identify trends, preferences, pain points, and opportunities for improvement, providing deep insights into the customer experience to the relevant cross-functional teams
- Insights Reporting and Recommendations: Generate detailed reports, dashboards, or scorecards at a regular cadence that highlight key findings and trends. Leverage customer insights to provide actionable recommendations to drive customer-centric decision-making across therapy areas
- Stakeholder Collaboration: Collaborate with teams across the organization, including CS&M, CMR, F&O, and Sales, to provide relevant customer feedback and insights to support decision making
- Metric Development: Establish metrics and KPIs to track performance and the effectiveness of VoC initiatives. Identify trends and provide standardization of Voice of Customer reporting across the business
- Continuous Improvement: Monitor and evaluate the effectiveness of VoC initiatives and recommend adjustments as needed. Share best practices on VoC analytics within the organization. Stay updated with industry trends and best practices in VoC and customer experience analytics
Physical Requirements
Approximately 20-30% overnight travel.
Qualifications
- Bachelor’s degree in Business, Marketing, Statistics, Data Analytics, Data Science or a related field, Master’s degree preferred
- 8+ years of experience in customer insights, data analytics, or a related field
- Proven experience with NPS, customer satisfaction, and omnichannel analytics
- Strong analytical skills with the ability to interpret complex data and translate it into actionable insights
- Proven experience gathering, synthesizing, and analyzing customer feedback from multiple sources to identify trends, pain points, and opportunities for improvement
- Proficiency in data analytics tools (e.g., SQL, R, Python) and customer feedback platforms
- Familiarity with advanced statistical methods and predictive analytics
- Excellent communication skills, with ability to present complex data, insights and recommendations to a variety of stakeholders
- Experience with customer feedback methodologies and tools
- Experience in translating VoC insights into marketing strategy recommendations
- Proven experience in developing and executing customer feedback collection and analysis strategies
- Strong project management skills with the ability to manage multiple initiatives simultaneously
- Ability to work collaboratively with cross-functional teams including external partners
- Embodies leadership behaviors, including authenticity, servant leadership, will, empathy, decisiveness, a growth mindset, and driving focus and simplicity
We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.
Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.
If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.
