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 Journey Analytics Manager at Novo will be a key architect in shaping an exceptional customer journey through advanced data analysis. In collaboration with an Applied Behavioral Scientist, who will be responsible for designing and implementing detailed tests and experiments to delve into customer behavior, the Journey Analytics Manager will focus on the meticulous tracking and measurement of these initiatives' performance. This role will test and track the performance of journey improvements, paving a path for timely fixes and impactful enhancements. Their expertise will be crucial in converting complex data into valuable insights that inform the continuous improvement of the customer experience. By evaluating the effectiveness of each experiment with precision and guiding strategic decisions based on robust metrics, the Journey Analytics Manager will play a vital role in Novo's dedication to outstanding customer engagement and satisfaction, reinforcing the company's status as a pioneer in customer-centric innovation.
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.
Essential Functions
- Journey Mapping Process and Standardization: Support development of standards and templates for customer journey mapping across the organization in alignment with NNI objectives
- Journey Analytics: Utilize analytics to support the development and refinement of detailed customer journey maps. Analyze customer data to identify key touchpoints, pain points, and opportunities for improvement within the customer journey and effectively integrate into journey maps
- Customer Experience Improvement: Identify and prioritize areas for improvement based on journey map insights. Drive initiatives to enhance customer satisfaction and reduce friction points
- Strategic Guidance: Provide recommendations and guidance to therapeutic area leaders based on journey insights in support of marketing initiatives
- Experience Blueprint Support: Support development of comprehensive customer experience blueprint that aligns with business objectives and customer needs
- 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 alignment and integration of journey analytics and roadmap initiatives
- Continuous Improvement: Monitor and evaluate the effectiveness of journey analytics and roadmap initiatives, making adjustments as needed to enhance customer experiences. Regularly update the journey roadmap based on feedback, insights, and evolving business needs
Physical Requirements
Approximately 20-30% overnight travel.
Qualifications
- Bachelor’s degree in Business, Marketing, Psychology, Design, or a related field
- 8+ years of experience in customer experience, journey mapping, data analytics, or a related field
- Strong analytical skills with the ability to interpret complex data and translate it into actionable insights
- Proven experience in developing and managing customer experience roadmaps
- Proficiency with data analysis and visualization tools (e.g., Tableau, Power BI, Google Analytics)
- Proven experience in creating and implementing customer journey maps and experience blueprints
- Familiarity with journey mapping tools and methodologies
- Strong experience within the life sciences or pharmaceutical industry. Experience within diabetes, obesity or cardiovascular therapeutic areas preferred
- Excellent communication and presentation skills, with the ability to convey complex information clearly to a variety of stakeholders
- Ability to work collaboratively with cross-functional teams and influence stakeholders at all levels
- Strong project management skills with the ability to manage multiple initiatives simultaneously
- 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.
