Customer Experience Lead

1 week ago

Dublin, Dublin City, Ireland Novo Nordisk Full time

Are you passionate about optimizing the customer experience and developing innovative content strategies? We are seeking a talented Customer Experience Lead to join our team. 

This role is based in Dublin, Ireland and reports directly to the Customer Excellence Director. If you are ready to make a significant impact on internal processes and enhance customer satisfaction, read on and apply today for a transformative career.

The Position
As a Customer Experience Lead at Novo Nordisk, you will be responsible to ensure that a product or and service users have a positive experience when interacting with it. In addition, you will be responsible for enhancing our customer experience by performing insightful analyses and driving the implementation of an omnichannel strategy. Moreover, you will be responsible to collaborate closely with various stakeholders to ensure a seamless and engaging customer journey. Nevertheless, you will be responsible to design solutions that address issues, ensuring that the result is a more usable and satisfying product, while you are involved in the development and implementation of a comprehensive insight driven customer engagement strategy.

Your Main Accountabilities will be to:

Conduct content audits and gap analyses to identify areas for improvement in content creation and operations, and enable content insights through proper taggingPerform analysis that support the creation of insight driven customer journeys collaborating closely with various stakeholders from Business Units, Customer Engagement, Medical, and DDI (Data, Digital, and IT) to align with customer needs and business priorities, and utilize design thinking techniques to understand customer interests, motivations, and behavioursEnsure customer journey planning and execution align with content roadmaps, utilize strong analytical and problem-solving skills to evaluate market and customer dataFocus on customer life cycle planning to ensure a consistent and engaging experience throughout the entire customer journey, and drive the implementation of an omnichannel strategy to provide a seamless and integrated customer experience across all touchpoints

Qualifications
As a Customer Experience Lead at Novo Nordisk your solid experience will reflect on your agile mindset with a flair for developing new ways to grow and improve business and the customer experience solutions.

To be successful in this role, you will also need to have:

User experience prototyping and wireframing Sufficient customer solutions and user interface experience.Knowledge of website analytics tools such as Adobe Analytics, HotJar, PowerBi to measure engagement and conversion rates Dedicated UX tools like Qualtrics Strong data analysis skills and problem-solving abilities, with the capacity to synthesize different data sources and make connections.Exceptional team player and effective collaboration skills.Strong commercial understanding, preferably with a marketing or sales background.Fluent spoken and written English 

About the Department
Join our dynamic team in Dublin, Ireland, where we focus on supporting customer experience with precision and efficiency. Our department thrives on collaboration and innovation, providing a supportive atmosphere for professional growth. Located in the heart of Dublin, Ireland offers a rich cultural experience and a vibrant community. Be part of a team that values teamwork and excellence in every task.

Working at Novo Nordisk
At Novo Nordisk, we don't wait for change. We drive it. We're a dynamic company in an even more dynamic industry, and we know that what got us to where we are today is not necessarily what will make us successful in the future. We embrace the spirit of experimentation, striving for excellence without fixating on perfection. We never shy away from opportunities to develop, we seize them. From research and development to manufacturing, marketing, and sales – we're all working to move the needle on patient care.


Contact
Please click on "apply now" to submit your resume in English.

Deadline
28th March 2025
 

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.

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