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Experience Intelligence Lead

1 month ago

Lebanon, Oregon, United States Novo Nordisk Full time

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 purpose of the Experience Intelligence Lead is to develop and implement a comprehensive strategy for CXME data, analytics, reporting, and insights generation. This role ensures alignment with broader organizational goals, supporting effective decision-making, value measurement, and personalization across channels. Responsibilities include overseeing the omnichannel data foundation, working with IT data engineers to ensure robust and scalable data systems, and developing data artifacts to improve usability. The leader will manage data tagging and collection efforts, optimize tagging strategies, and develop approaches to operational reporting and measurement of customer engagement initiatives Additionally, they will lead reporting and insights generation, support democratization of data across the organization, and foster a data-driven culture within HCP and Patient omnichannel teams. Key duties also include leading and developing a team of data professionals, managing the Experience Intelligence budget, building strong cross-functional relationships, ensuring compliance with legal standards, defining the CX analytics strategy in partnership with Commercial Insights & Analytics, and establishing KPIs to measure and optimize performance.
Relationships
The role of the Experience Intelligence Lead reports directly into the Head of Customer Experience & Marketing Enablement. This role will regularly interface with direct reports, including HCP and Patient Omnichannel Data teams. Additionally, this role will interface with all other teams across Customer Experience & Marketing Enablement, including Omnichannel Engagement, Experience Operations, Marketing Operations, Next Gen and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the Experience Intelligence Lead will interface with Commercial Insights and Analytics, Commercial Excellence and Innovation, IT and Therapeutic Area leads.
Essential Functions

  • Strategic Planning & Vision: Develop and implement a comprehensive strategy for HCP and patient CX data, analytics, reporting, and insight generation. Ensure the strategy aligns with broader organizational goals and supports effective decision-making, value measurement, and personalization across channels. Oversee and build visibility into the CX data foundation including a single source of truth for HCP & Patient CX Data. Work with IT data engineers to ensure data systems are robust, scalable, and capable of integrating various data sources. Partner with Commercial Insights and Analytics on the identification and design of analytics use cases (e.g. statistical segmentation, value modeling, next best action) to drive personalization and enhance experience outcomes across channels
  • Tagging & Data Collection: Lead efforts in tagging and tracking data collection across all customer touchpoints, ensuring accuracy, comprehensiveness, and compliance with relevant regulations. Develop and maintain an omnichannel metadata taxonomy and universal data layer to facilitate consistent data organization and accessibility across channels. Govern tag implementation processes to ensure alignment with best practices and data quality standards. Drive strategies to optimize tagging methodologies, enhancing data quality and insights for personalized customer experiences and improved business outcomes
  • CX Value Measurement & Strategy: Develop a comprehensive approach to measuring the impact and value of CxME initiatives, aligning the organization with a prioritized set of Objectives & Key Results tied to business impact. Implement experimentation strategies leveraging data to optimize customer engagement and enhance business outcomes. Utilize measurement strategy to identify growth opportunities and operational efficiencies
  • CX Reporting & Insights: Oversee development of reporting and analysis products to provide actionable insights to CxME and TAs. Manage suite of reporting tools (CJA, Tableau, GA4, etc.) and provide an approach to leveraging them for different analysis needs. Ensure that data reports are accurate, timely, and tailored to the needs of various stakeholders. Provide ongoing training and adoption for reporting products. Lead a team of data analysts in conducting exploratory analysis and generating insights to drive data-driven decision-making for brands, addressing key business questions relating to customer engagement
  • CX Data Democratization: Lead initiatives to democratize data across the organization, ensuring that data is accessible, understandable, and usable by various teams. Foster a data-driven culture by providing the tools and training needed to empower employees to leverage data effectively
  • CX Analytics Strategy Development: Develop and execute a strategy for leveraging CX analytics across customer touchpoints. Collaborate with business stakeholders to identify opportunities for analytics use cases based on business impact and feasibility. Drive the design of functional requirements for analytics models, ensuring clear documentation of objectives, scope, and expected outcomes. Empower collaboration between business stakeholders and IT/CI&A teams during model development, ensuring accurate translation of requirements into technical specifications and successful implementation. Monitor the performance of deployed models, oversee long-term maintenance and application, and identify opportunities for ongoing optimization and expansion of model application
  • Leadership & Team Management: Lead and develop a team of data professionals, including data architects, analysts, and other relevant roles. Set clear goals and expectations, provide regular feedback and guidance, and support professional growth and development to drive continuous improvement and innovation within the teams, aligning their efforts with business objectives and customer experience (CX) goals
  • Resource Allocation & Budget Management: Responsible for the continuous management and oversight of the Experience Intelligence budget, including vendors and suppliers, ensuring that expenditures remain within target levels. Identify opportunities for cost savings and efficiency improvements
  • Stakeholder Engagement & Collaboration: Build and maintain strong relationships with key stakeholders across the organization, including marketing, sales, compliance, IT, Commercial Insights & Analytics, and senior leadership to ensure reporting and analytics strategies align with business decisions. Foster strong relationships and facilitate effective communication across teams to gather requirements, provide updates, and ensure that Omnichannel data strategies meet business needs and drive collaboration. Participate in leadership team meetings to drive business results, uphold the company culture, and secure cross-functional partnerships. Manage relationships with relevant Key suppliers/vendors
  • Compliance & Best Practices: Collaborates with various teams to meet legal and compliance standards and to evolve guidelines of safe usage of AI, customer and patient data and analytics to garner deep customer insights. Maintains a strong understanding of the data and analytics space to implement best practices across teams
  • Performance Measurement & Optimization: Establish key performance indicators (KPIs) to measure the success and impact of customer engagement strategies and tactics. Analyze data to identify trends, measure success, and support decision making to implement changes to enhance customer experiences and business performance. Monitor and analyze performance data, providing regular reports and insights to senior leadership
  • Continuous Improvement & Innovation: Stay informed about industry trends, emerging technologies, and best practices in omnichannel data analytics & application. Identify opportunities and coordinate improvement projects to integrate innovative approaches into Omnichannel data strategy and execution to maintain a competitive edge and accelerate business objectives while delivering operational efficiencies and CX goals. Ensure that the team's efforts are focused on high-impact activities that drive business results and operational efficiencies

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 Data Science, Computer Science, Information Technology, or related field required. Advanced degree is preferred
  • 13+ years in data analytics, data management or related roles within a commercial organization required, pharmaceutical and/or life science experience preferred
  • Proven track record of developing and implementing data strategies and roadmaps at a senior management level
  • Extensive experience in omnichannel data analytics, reporting and insights generation highly preferred
  • Proven success in developing strategy through expert understanding of market and industry, and insights
  • Ability to manage complexity, including the leadership of work across competing priorities
  • Strong strategic thinking and analytical skills, with the ability to translate insights into actionable marketing strategies to guide customer experiences
  • Strong understanding of regulatory, compliance, and ethical considerations in engaging with healthcare providers
  • Proven track record of innovative market tactics/high impact results (based on metrics/ROI)
  • Outstanding planning and organizational skills with exceptionally high attention to quality of detail and proven track record of results and follow up
  • Excellent communication and stakeholder management skills, with ability to influence senior leaders and collaborate with cross-functional teams across the organization
  • Embodies leadership behaviors, including authenticity, servant leadership, will, empathy, decisiveness, and driving focus and simplicity
  • Excellent leadership and team management skills, with the ability to inspire and motivate others
  • 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 This contact is for accommodation requests only and cannot be used to inquire about the status of applications.