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 Service Design/Experience Blueprint Lead will play a critical role in understanding and enhancing the customer experience by developing detailed experience blueprints and journey maps. This role requires a strategic thinker with a deep understanding of customer behavior, journey mapping techniques, service design, ethnographic research, and data analysis, as well as the ability to create comprehensive experience blueprints that connect frontstage customer interactions with backstage processes. This position will collaborate with cross-functional teams to drive customer-centric initiatives that improve engagement, satisfaction, and loyalty.
Relationships
Reports to Customer Exp& Human Centered Lead. Work closely with teams across the organization, including CS&M, CMR, MAPA, F&O, and IT, to ensure a holistic approach to customer experience. Partner with the Insights & Analytics group on the generation of cross-validated insights by guiding the analysis of population-level data using inferential statistics and direct qualitative observations of both users and non-users of our products. Generate insights into customer empathy mapping to understand the customer experience. The customer journey mapping lead has a team reporting to them potentially inclusive of a journey analytics & roadmap product manager and a journey mapping specialist.
Essential Functions
- Journey Mapping Strategy: Develop standards and templates for customer journey mapping across the organization in alignment with NNI objectives. Lead and execute a strategic plan for customer journey mapping that and enhances the customer experience
- Research and Insights: Conduct in-depth qualitative and quantitative research to understand customer behaviors, needs, and pain points. Analyze customer data and feedback to identify patterns and trends and inform journey mapping efforts. Suggest methods of recruitment and selection of research participants, datasets and approaches of interest, and interview guides and observational processes
- Journey Map / Experience Blueprint Creation: Lead the creation of detailed and visually compelling customer journey maps and experience blueprints that illustrate key touchpoints, emotions, and opportunities for improvement within the customer experience
- Cross-Functional Collaboration: Work closely with teams across the organization, including CS&M, CMR, MAPA, F&O, and IT, to ensure a holistic approach to customer experience. Ensure alignment of customer and business elements to deliver a seamless and optimal customer experience
- Customer Experience Improvement: Identify and prioritize areas for improvement based on journey map insights. Drive initiatives to enhance customer satisfaction and reduce friction points
- Performance Measurement: Establish KPIs and metrics to measure the effectiveness of journey mapping efforts. Monitor and report on the impact of implemented changes
- Customer Advocacy: Serve as an advocate for the customer within the organization, ensuring their needs and perspectives are considered in decision-making processes
- Ethnographic Research: Conduct ethnographic research to gain a deep understanding of healthcare professionals’ and patients’ behaviors, needs, and pain points. Synthesize research findings into actionable insights and personas to inform marketing and service design decisions
- Tools and Documentation: Synthesize the cross-validated insights into a form that is useful for the ideation and evaluation process, including journey maps, pressure maps, etc. for use within the therapy area marketing teams and behavior science colleagues. Support the incorporation of ethnographical insights into the design of therapy area customer engagement strategies
- Service Design: Support the development of experience blueprints that map out interactions across various touchpoints within the marketing ecosystem across the end-to-end customer experience. Collaborate with UX/UI researchers, interaction designers, therapy area marketing, marketing operations and IT to ensure the service design is seamlessly integrated into the overall marketing strategy
- Continuous Improvement: Stay up-to-date with industry trends, best practices, and emerging technologies in customer journey mapping and customer experience
- People Development and Coaching: Responsible for setting and communicating clear individualized role expectations for each report based on position, skills, talents, and objectives. Ensure that reporting personnel have strengths-based individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business. Provide regular coaching of reports that prioritizes appropriate challenging, development, feedback, regular recognition, and support
Physical Requirements
Approximately 20-30% overnight travel.
Development of People
Ensure that reporting personnel have individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business, and that interim reviews are held so that their work is focused on those priorities, and they understand their level of accountability for results and the measurement process.
Ensure that the IDP forms include completed learning and aspiration plans and are in place for all reporting personnel to enable the achievement of goals and capability to assume increased levels of responsibility.
Manage the application and communication of all Novo Nordisk policies, procedures, and Novo Nordisk Way.
Qualifications
- Bachelor’s degree in Business, Marketing, Psychology, Design, or a related field
- 10+ years of experience in customer experience, journey mapping, or a related field
- Proven experience in creating and implementing customer journey maps and experience blueprints
- Demonstrated experience in service design with a focus on ethnographic research
- Strong analytical skills with the ability to translate data into actionable insights
- Excellent communication and stakeholder management skills, with ability to influence senior leaders
- Proficiency with journey mapping and CX tools (e.g., Smaply, UXPressia, Lucidchart)
- Demonstrated creative problem-solving and design thinking skills
- Ability to work collaboratively with cross-functional teams
- Strong project management skills to oversee the end-to-end process of journey mapping initiatives and manage multiple initiatives simultaneously
- Embodies leadership behaviors, including authenticity, servant leadership, will, empathy, decisiveness, a growth mindset, and driving focus and simplicity
- Experience managing and collaborating with external partners
- Experience leading and implementing organizational change and transformation initiatives
- People management experience required, with a proven track record of development and coaching
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.
