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Customer Experience and Human Centered Design Lead
3 months ago
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 Customer Experience and Human Centered Design Lead will craft an ambitious experience vision for NNI and lead the delivery of exceptional, personalized customer experiences at all touchpoints (direct and indirect) that impact our stakeholders across the healthcare ecosystem. This critical role calls for a customer-obsessed strategic thinker to develop the strategy and roadmap, championing design excellence, embracing best practices, and continuously refining the customer journey to minimize friction and maximize resonance. The candidate will possess deep expertise and hands-on experience in design thinking, service and UX design (including blueprinting), and customer insights, all vital to fostering a customer-centric culture at Novo. This leader will be the driving force behind innovation, creating lasting customer value and defining the future of care for our patients. This leader will have had prior success in linking CX outcome to business impact.
Relationships
Reports to the Head of Commercial Excellence & Innovation. Responsible for collaborating with CS&M TA leads as well as other cross functional groups as needed (sales, MAPA, enterprise strategy, etc.) to integrate best practices and drive customer experience innovation. The Customer Experience Strategy and Design Lead is a people manager role with a potential team inclusive of a service design/experience blueprint lead, journey analytics manager, UX/UI researcher, digital health and connected care lead, applied behavior science and experimentation lead andan interaction designer.
Essential Functions
Strategic Leadership and Planning: Drive development of comprehensive customer experience (CX) vision and service design strategy aligned with CS&M's goals and vision. Identify and prioritize key projects or initiatives to enhance customer engagementCustomer Insights: Utilize data analytics, customer feedback, and market research to understand customer behaviors, needs, and preferences, translating these insights into actionable strategies. Create overarching strategy for the approach to the customer experience blueprints to ensure customer experience strategies fit the assessed customer needsExperience Design: Lead the design and implementation of seamless and personalized customer experiences across all channels and touchpoints, ensuring consistency and excellence. Utilize behavioral science and UX/UI research to inform design decisions and improve user interactions. Outputs include blueprints for patients, healthcare providers and broader ecosystemInnovation and Technology: Foster a culture of innovation by staying abreast of industry trends, emerging technologies, and best practices in CX and service design. Drive innovation by exploring new tools, platforms, and methodologies to enhance customer interactions. Implement and manage digital solutions to support personalized and data-driven customer experiencesCollaboration: Works cross-functionally with CS&M teams, sales, MAPA, IT, and other cross-functional stakeholders to ensure customer-centricity in all initiatives and touchpointsTeam Leadership: Build, mentor, and lead a high-performing team of UX designers, service designers, and customer experience professionals to execute the customer experience strategy. Drive continuous improvement and customer-centricity within the organizationPerformance Measurement: Establish KPIs and metrics to measure the effectiveness of customer experience initiatives, using data to drive continuous improvement. Develop best practices within the organization within customer experiencePeople 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. QualificationsBachelor's degree in Business, Marketing, Design, or a related field, master's degree preferred13+ years of experience in customer experience, service design, UX/UI design, or a related field8+ year of leading an enterprise customer experience team with demonstrated impactExperience in life sciences, health care, insurance, patient support and services, hospitality and or airlines – all welcomeProven track record of designing and implementing successful customer experience strategiesStrong understanding of CXand service design principles and methodologiesExcellent analytical skills with the ability to translate data into actionable insightsDeep understanding of customer experience principles and best practicesExceptional leadership and team management abilitiesExcellent communication and stakeholder management skills, with ability to influence senior leadersProven ability to provide strategic leadership and direction, guiding customer experience decisions in alignment with broader business goals and objectivesCreative thinking and problem-solving aptitudeDemonstrated collaboration skills in leading cross-functional teams requiredEmbodies leadership behaviors, including authenticity, servant leadership, will, empathy, decisiveness, a growth mindset, and driving focus and simplicityExperience managing and collaborating with external partnersExperience leading and implementing organizational change and transformation initiativesPeople 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 This contact is for accommodation requests only and cannot be used to inquire about the status of applications.