Customer Experience Functional Lead

1 month ago

Plainsboro Township, United States Novo Nordisk AS 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 CX Functional Lead is responsible for developing and executing MarTech strategies that enhance customer experiences, driving engagement, personalization, and conversion. This role oversees the design, integration, and management of MarTech solutions to support customer experience (CX) campaigns, ensuring seamless integration with other systems. The lead analyzes customer journeys to identify optimization opportunities, leverages data-driven insights for strategic decision-making, and collaborates with cross-functional teams to align MarTech initiatives with business goals. Additionally, the role establishes key performance indicators to measure and optimize the effectiveness of MarTech initiatives, continuously improving strategies to drive business growth and deliver a cohesive customer experience.

Relationships

The role of CX Functional Lead reports directly into the CX Architecture & Automation Lead. This role will regularly interface with direct reports, including Experience Architects. Additionally, this role will interface with all other teams across Customer Experience & Marketing Enablement, including Omnichannel Engagement, NextGen, Integrated Customer Engagement, Marketing Operations, Experience Intelligence, and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the Lead will interface with Commercial Excellence and Innovation, as well as Therapeutic Area Leads, Sales and IT.

Essential Functions

Architecture Mapping: Lead a team of architects in the development and optimization of Architecture and Channel maps to document the techno-functional specifications of campaign strategy. Guide team in development of Micro-Experience designs and experimentation backlogs Techno-functional Brand Experience Playbooks: Create and maintain robust techno-functional playbooks of customer experience enablement to illustrate customer touchpoints and interactions throughout their journey with the brand based on Experience Activation Strategy input from Omnichannel Orchestration and TA/Brand teams. This playbook serves as an executional blueprint, ensuring maximization of current capabilities and MarTech stack to drive the brand's desired customer experiences, ultimately driving customer satisfaction and loyalty MarTech Strategy Development: Inform the development of MarTech strategies that enhance customer experiences, leveraging technology platforms and tools to drive engagement, personalization, and conversion. Lead the team analyzing requirements for CX campaigns to understand techno-functional requirements to inform architecture and execution decisions. Partner with Campaign Automation and CDP Lead on the design and integration of MarTech solutions such as CDPs, journey orchestration platforms, and campaign execution tools, ensuring they are configured to meet CX campaign requirements and integrate seamlessly with other systems Customer Activation Optimization: Analyze customer journeys across various touchpoints and channels to identify opportunities for improvement and optimization, ensuring a seamless and cohesive experience throughout the customer lifecycle. Partner with Omnichannel Orchestration and TA/Brand teams to activate optimizations MarTech Stack Management: Support the selection, implementation, and integration of marketing technology solutions, such as CRM systems, marketing automation platforms, and data analytics tools, to support customer experience objectives. Lead the integration of new data sets, optimization and growth of the customer portal to support Aquisition strategies. Partner with Campaign Automation Lead, CDP Lead, and other cross-functional teams in delivery Data-driven Insights and Analysis: Utilize data analytics and insights to understand customer behavior, preferences, and needs, informing decision-making and strategy development to enhance customer experiences and drive business growth Cross-Functional Collaboration: Collaborating with cross-functional teams, including marketing, sales, IT, and Omnichannel Orchestration, to align MarTech initiatives with business goals, ensure integration with other systems, and drive a unified customer experience Performance Measurement and Optimization: Establishing key performance indicators (KPIs) to measure the effectiveness of MarTech initiatives in improving customer experiences and driving business outcomes, continuously optimizing strategies and tactics based on insights and results Continuous Improvement & Innovation: Stay informed about industry trends, emerging technologies, and best practices in CRM and broader customer experience enablement technology. Identify opportunities and coordinate improvement projects to integrate innovative approaches into experience architecture 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

Hybrid Policy: 3 days in office, 2 days remote.

Approximately 0-10% overnight travel.

Development of People

Supervisory

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

A bachelor's degree in Marketing, Information Technology, Business, or a related field. Advanced degree preferred 10+ years of experience in MarTech strategy development, customer experience management, or related fields within a commercial organization Extensive experience with customer data platforms (CDPs), journey orchestration platforms, and campaign execution tools Strong understanding of MarTech architecture and integration Proficiency in CRM systems, marketing automation platforms, and data analytics tools Proficiency with customer journey mapping and optimization techniques Ability to manage complexity, including the leadership of work across competing priorities Strategic thinking and analytical skills, with the ability to translate insights into actionable marketing strategies to guide customer experiences Understanding of regulatory, compliance, and ethical considerations in engaging with healthcare providers and patients 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

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-. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.

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