Customer Experience Lead

1 semana atrás

Lisboa, Lisboa, Portugal Novo Nordisk AS Tempo inteiro

Are you enthusiastic about improving the customer journey? Do you excel at implementing content strategies focused on achieving meaningful conversations? We are in search of a skilled Customer Experience Lead to join our team in Portugal. If you are eager to drive change by enhancing internal processes and boosting customer satisfaction, keep reading for a career that could transform your life.

Join Novo Nordisk and Influence the Future

The Role

As our Customer Experience Lead, your primary goal is to elevate the customer journey by understanding their preferences, crafting tailored messages for impactful interactions, and ensuring customer satisfaction. You will be involved in shaping content strategies, capturing and utilizing Voice of the Customer insights for personalized engagement throughout the customer experience. By selecting suitable channels and messages based on customer preferences, you will play a crucial role in strengthening our relationships and dialogues with healthcare professionals.

Your collaboration with Marketing, Sales, and Medical teams will be key in fostering positive interactions and building lasting connections.

Your main responsibilities will include:

  • Assessing content through audits and analysis to identify areas for enhancement in content creation and operations. Implementing proper content tagging and gathering feedback to gain insights.
  • Personalizing messages to address customer needs and pain points, creating a more relevant experience with healthcare professionals.
  • Employing design thinking methods to understand customer behaviors and interests, working together to deliver experiences that meet these requirements.
  • Identifying opportunities to optimize customer engagement strategies through data analysis, focusing on customer-centric approaches, tailored content, channel variety, and customer journey improvements.
  • Providing recommendations and insights, aiming to create 'wow' moments and promptly sharing findings with clients.

In addition, you will assist Content Specialists within Marketing, Medical, and other departments, contributing actively to the development of the CiBEx Department.

Requirements
To excel in this role, we seek candidates with the following qualifications:

  • At least 5 years of marketing experience, with a minimum of 3 years dedicated to Customer Experience, Multichannel/Digital Marketing, preferably in the pharmaceutical or FMCG industry.
  • Experience in project and stakeholder management, thriving in a fast-paced, cross-functional setting.
  • Familiarity with website analytics tools such as Adobe Analytics, Google Analytics, Power BI, and Salesforce ecosystem.
  • Proficiency in both spoken and written Portuguese and English.
  • Agile mindset, consistently seeking new ways to enhance business operations.

We are in search of an individual with strong data analysis and problem-solving skills, capable of synthesizing various data sources to draw meaningful connections. The ideal candidate will exhibit a solid commercial understanding, ideally stemming from a background in marketing or sales. Being a collaborative team player is essential, along with traits like proactivity, passion for innovation, curiosity, and excellent communication skills. We are looking for someone who is driven, flexible, and brings a positive 'can-do' attitude to the table.

About the Team

The Customer Experience Lead operates within the Commercial Innovation and Business Excellence (CiBEx) Unit at Novo Nordisk Portugal. This team is committed to fostering excellence and enhancing cross-functional collaboration to achieve superior customer engagement through our Future Frontline Customer Engagement Model.

The CiBEx Team encompasses domains like MultiChannel Customer Engagement, Customer Data Management, Commercial Excellence, and Customer Experience. We collaborate closely to drive top-notch customer engagement.

This department is on an exciting trajectory with numerous ongoing projects, offering ample opportunities for learning and skill development. By coming aboard, you'll have a unique chance to contribute to the evolution of an agile culture at Novo Nordisk.

  • Customer Experience Lead

    1 semana atrás

    Lisboa, Lisboa, Portugal Novo Nordisk Tempo inteiro

    The position As our Customer Experience Lead, your mission is to enhance customer experience by understanding customer needs and preferences, crafting personalized messages for meaningful interactions, and driving customer satisfaction. You will collaborate in the content strategy development and lead its implementation, including capturing and processing...

  • Customer Experience Lead

    1 semana atrás

    Lisboa, Lisboa, Portugal Novo Nordisk Tempo inteiro

    Are you passionate about optimizing the customer experience? Do you have a knack for implementing content strategies oriented toward dialogue achievement? We are looking for a talented Customer Experience Lead to join our team in Portugal. If you are ready to make a difference in improving internal processes and enhancing customer satisfaction, read on and...

  • Customer Experience Lead

    1 semana atrás

    Lisboa, Lisboa, Portugal Novo Nordisk Tempo inteiro

    Join Novo Nordisk and Shape the FutureAre you passionate about enhancing the customer experience? Do you excel in implementing content strategies focused on achieving meaningful dialogues? We are seeking a skilled Customer Experience Lead to join our team in Portugal. If you are ready to make a positive impact on internal processes and elevate customer...

  • Channel Experience Lead

    2 semanas atrás

    Lisboa, Lisboa, Portugal Catawiki Tempo inteiro

    Who we are,, - at Catawiki, we come across exceptional objects such as these every day.Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of Catawiki's hundreds of in-house experts specialised in Art, Design, Jewellery, Fashion, Classic...

  • Customer Experience Team Lead

    2 semanas atrás

    Lisboa, Lisboa, Portugal Catawiki Tempo inteiro

    Who we are,, - at Catawiki, we come across exceptional objects such as these every day.Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of Catawiki's hundreds of in-house experts specialised in Art, Design, Jewellery, Fashion, Classic...

  • Digital Experience Lead

    1 semana atrás

    Lisboa, Lisboa, Portugal EDP PT Tempo inteiro

    EDP is a global energy company, leading on the values of Innovation, Sustainability and Humanization. Using the technology of the future, we create solutions highly focused on the needs of our people and our customers, never neglecting our role and contribution to society.The Commercial Digital Department of EDP Comercial, leader in energy and energy...

  • Customer Experience Specialist

    2 meses atrás

    Lisboa, Lisboa, Portugal EGOR Tempo inteiro

    One of our clients is looking for a Customer Experience Specialist.In this role, you will review partners feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.ResponsabilitiesUses business, technology, and industry strategies to...

  • Customer Experience Specialist

    4 semanas atrás

    Lisboa, Lisboa, Portugal EGOR Tempo inteiro

    One of our clients is looking for a Customer Experience Specialist.In this role, you will review partners feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.ResponsabilitiesUses business, technology, and industry strategies to...

  • Customer Experience Specialist

    2 meses atrás

    Lisboa, Lisboa, Portugal EGOR Tempo inteiro

    One of our clients is looking for a Customer Experience Specialist.In this role, you will review partners feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.ResponsabilitiesUses business, technology, and industry strategies to...

  • Customer Experience Specialist

    2 meses atrás

    Lisboa, Lisboa, Portugal EGOR Tempo inteiro

    One of our clients is looking for a Customer Experience Specialist.In this role, you will review partners feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.ResponsabilitiesUses business, technology, and industry strategies to...

  • Customer Experience Specialist

    2 meses atrás

    Lisboa, Lisboa, Portugal EGOR Tempo inteiro

    One of our clients is looking for a Customer Experience Specialist.In this role, you will review partners feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.ResponsabilitiesUses business, technology, and industry strategies to...

  • Customer Experience Specialist

    2 meses atrás

    Lisboa, Lisboa, Portugal EGOR Tempo inteiro

    One of our clients is looking for a Customer Experience Specialist.In this role, you will review partners feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.ResponsabilitiesUses business, technology, and industry strategies to...

  • Customer Experience Specialist

    Há 1 mês

    Lisboa, Lisboa, Portugal EGOR Tempo inteiro

    One of our clients is looking for a Customer Experience Specialist.In this role, you will review partners feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.ResponsabilitiesUses business, technology, and industry strategies to...

  • Customer Experience Specialist

    1 semana atrás

    Lisboa, Lisboa, Portugal EGOR Tempo inteiro

    One of our clients is looking for a Customer Experience Specialist.In this role, you will review partners feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.ResponsabilitiesUses business, technology, and industry strategies to...

  • Customer Experience Specialist

    4 semanas atrás

    Lisboa, Lisboa, Portugal EGOR Tempo inteiro

    One of our clients is looking for a Customer Experience Specialist.In this role, you will review partners feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.ResponsabilitiesUses business, technology, and industry strategies to...

  • Customer Service Team Lead

    1 semana atrás

    Lisboa, Lisboa, Portugal Adecco Tempo inteiro

    Descrição da Função Join Our Winning Team as a German Customer Service Team Lead in Lisbon Are you ready to lead a team of passionate gamers and customer service champions in one of Europe's most vibrant cities? Do you have what it takes to ensure our players have an epic gaming experience every time they log in? If so, we have the perfect opportunity...

  • Customer Service Team Lead – German, Lisbon

    1 semana atrás

    Lisboa, Lisboa, Portugal Adecco Recursos Humanos Tempo inteiro

    Join Our Winning Team as a German Customer Service Team Lead in Lisbon Are you ready to lead a team of passionate gamers and customer service champions in one of Europe's most vibrant cities? Do you have what it takes to ensure our players have an epic gaming experience every time they log in? If so, we have the perfect opportunity for you What You'll Do:...

  • Customer Experience Specialist

    2 semanas atrás

    Lisboa, Lisboa, Portugal Catawiki Tempo inteiro

    Who we areA piece of the moon, a complete dinosaur skeleton, the Pope's hat, the world's smallest book - at Catawiki, we come across exceptional objects such as these every day.Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of...

  • Lead Analyst, Experiences Analytics

    1 semana atrás

    Lisboa, Lisboa, Portugal Traveltechessentialist Tempo inteiro

    We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there. Join Tripadvisor, where...

  • Lead Analyst, Experiences Analytics

    1 semana atrás

    Lisboa, Lisboa, Portugal Traveltechessentialist Tempo inteiro

    We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there. Join Tripadvisor, where...