Executive Director - Customer Experience

The Department
At Novo Nordisk, our Marketing & Patient Solutions team is focused on redefining health for the millions of people that can benefit from Novo Nordisk medicines in the US.
Our priority is to deliver a best-in-class experience for patients and healthcare providers. We are a group of innovative, data driven, cross-functional leaders that focusing on driving the strategy and execution of our cardiometabolic portfolio today and for the future.
Our culture is centered around collaboration, connection, ownership, and development. We're a people-centered team doing patient-centered work - if you're passionate about driving change and redefining health for patients, we look forward to hearing from you.
The Position
The Executive Director, Customer Experience will define the vision for customer experience (CX) and CX excellence, leading the development of a superior customer experience strategy by building CX journeys and guiding marketing teams for optimization based on segment needs. The role serves as the architect of end-to-end CX, driving marketing teams towards the vision by developing guiding principles, experience standards, and strategic CX priorities that shape how patients, healthcare professionals (HCPs), and other stakeholders experience the organization. This role aims to elevate the voice of the customer within our organization and foster a customer-centric culture throughout the organization and across therapy areas by building patient/HCP journeys, spearheading the evolution and optimization of customer interactions, focusing specifically on experience strategy, experience design, and the execution of behavioral interventions.
The ideal candidate will possess a strong consumer mindset and demonstrated experience in understanding consumer behavior. They will be a visionary leader with extensive experience in commercial operations and a track record of transformative marketing excellence, ensuring that the needs and preferences of our consumers are at the forefront of our strategies.
Relationships
Reports directly to the Senior Vice President of Marketing & Patient Solutions. This role collaborates closely with US Therapeutic Area Marketing teams, Patient Solutions, Enterprise Insights, and other MPS teams and serves as a key member of the US Marketing and Patient Solutions leadership team. The Vice President will interact with cross-functional teams including Sales Excellence, Enterprise Insights, DDIT, ED&AA, Commercial Portfolio Strategy, Pipeline, Medical, Legal, HR, and Market Access, as well as manage relationships with global partners, external vendors, and agencies.
Essential Functions

• Customer-Experience Strategy Development and Implementation :
  Champion customer-centric marketing strategies by integrating the voice of the consumer into all levels of product development and marketing initiatives to ensure an enhanced user experience and increased satisfaction. Develop and implement a complete customer experience strategy that prioritizes the needs of patients and healthcare providers while aligning with company goals. Utilize data and consumer insights to continually assess and refine experience strategies based on feedback, leading to measurable results. Own customer journey mapping efforts to identify pain points and opportunities for improvement, turning insights into effective solutions; assess overlaps between HCP and patient populations across brands to clarify positioning; lead primary care provider archetyping and segmentation; support health systems strategy by collaborating with MAPA; lead consumer demand research; and collaborate strongly with teams like MPS TA, Patient Solutions, and others to enhance marketing messaging and resource use in support of end-to-end customer experience vision and priorities.
• Behavioral Science Integration :
  Drive the incorporation of behavioral science and human-centered design into customer engagement strategies to create meaningful interactions and drive customer loyalty.
• Foster cross-functional collaboration and decision-making :
  Create and lead a Customer Experience governance council to ensure cross-functional alignment and coordination. Build strong relationships with teams in MPS, MAPA, CMR, and Sales to design optimal patient experiences across discovery, diagnosis, access, treatment, onboarding, and ongoing support. Drive a culture of innovation and shared responsibility by guiding decision-making that incorporates diverse perspectives and expertise across the organization. Establish and maintain an agile knowledge-sharing environment that captures and disseminates best practices, insights, and innovative strategies related to customer experience and agile ways of working across the marketing organization.
• Establish and oversee comprehensive metrics and KPIs to assess the performance and impact of customer experience initiatives, ensuring alignment with corporate objectives and stakeholder expectations. Engage in strategic optimization efforts by regularly analyzing performance data and consumer feedback, making informed decisions to fine-tune strategies and processes that elevate customer satisfaction and loyalty.

Physical Requirement

• 20-30% overnight travel required

Development of People

• 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, and that regular and consistent 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.
• High performance coaching of reports that prioritizes appropriate challenging, development, feedback, regular recognition, and support
• Manage the application and communication of all Novo Nordisk policies, procedures, and the Novo Nordisk Way.

Qualifications

• Requires a Bachelor's degree
• 15+ years of relevant experience required, preferably in Commercial, with a proven track record in driving impactful commercial excellence and innovation at scale.
• Strong strategic thinking and analytical skills, with the ability to translate insights into actionable strategies.
• 5+ years experience managing a team.
• Strong communication and stakeholder management skills, with the ability to build relationships at all levels of the organization.
• Strong leadership qualities to empower and inspire teams, with an emphasis on empathy, active listening, and enabling colleagues' success. Collaborative nature, with the ability to work with diverse personalities and collaborate effectively with various functions and stakeholders.
• Experience in human-centered design, knowledge management, and evidence-based marketing.
• Excellent presentation/communications skills required
• Proven track record of innovative market shaping accomplishments/high impact results (based on metrics/ROI)
• Experience with US operations within life sciences preferred.
• Demonstrated success in commercial planning and launching products.
• Strategic Planning, Execution and follow-through skills required
• Effective problem-solving and analytical skills, successfully navigating matrixed organizations, building consensus and influencing decision-making.
• Experience with management of outside agencies
• Possesses emotional intelligence, growth mindset, curiosity, drive, teamwork, organization, and coachability.

The compensation package for this role is competitive and consists of an annual base salary ranging from $222,530 to $389,430. This is determined by multiple factors, including specific US work location, job related skills, experience, relevant education or training, and internal equity considerations, ensuring alignment with industry standards. Additionally, this position qualifies for a performance-based bonus, reflecting both individual and company achievements.
Novo Nordisk provides substantial long-term incentive and company vehicles based on the role and other corporate considerations. Our employees benefit from retirement savings plans, comprehensive medical, dental, and vision coverage, alongside life and disability insurance. These offerings are complimented by flexible spending accounts and a robust employee assistance program.
We are committed to supporting our team's growth and well-being with programs like tuition reimbursement and voluntary benefits, including group legal, critical illness, identity theft protection, pet insurance, and auto/home insurance. Our time-off offerings include sick leave, a flexible vacation policy, and parental leave, fostering a balanced and supportive work environment.
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.