Customer Experience Lead

1 semana atrás

Lisboa, Lisboa, Portugal Novo Nordisk Tempo inteiro

Join Novo Nordisk and Shape the Future

Are 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 satisfaction, continue reading for an exciting career opportunity.

The role

As our Customer Experience Lead, your primary goal is to enrich the customer experience by understanding their needs and preferences, creating tailored messages for impactful interactions, and driving overall customer satisfaction. You will be involved in developing content strategies and overseeing their execution, which includes gathering and utilizing Voice of the Customer data to implement personalized approaches throughout the customer journey. By selecting the appropriate channels and crafting customized messages based on customer preferences, you will play a crucial role in strengthening our relationships and dialogues with healthcare professionals.

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

Key responsibilities:

  • Perform content audits and gap analysis to identify areas for content improvement and operations optimization. Enable content insights by appropriately tagging content and collecting customer feedback.
  • Understand customer pain points and requirements to tailor messages, creating a more personalized and relevant experience with healthcare professionals.
  • Apply design thinking techniques to comprehend customer interests, motivations, and behaviors, and collaborate to develop experiences that meet these needs.
  • Identify opportunities for enhancing customer engagement strategies through data analysis, focusing on customer-centricity, personalized content, channel mix, and customer journey sequencing to elevate the overall customer experience.
  • Generate insights and recommendations, presenting findings promptly to stakeholders, while seeking chances to create remarkable moments.
  • Assist Content Specialists in their content development initiatives across Marketing and Medical departments, actively contributing to the CiBEx Department's growth.

Qualifications:

  • 5+ years of marketing experience, including at least 3 years of relevant full-time experience in Customer Experience, Multichannel/Digital Marketing, or a similar field, preferably in the pharmaceutical or FMCG industry.
  • Proven experience in project and stakeholder management, thriving in a dynamic, cross-functional environment.
  • Familiarity with website analytics tools like Adobe Analytics, Google Analytics, Power BI, and the Salesforce ecosystem.
  • Proficiency in both spoken and written Portuguese and English is essential.
  • Agile mindset with a knack for innovating and enhancing business processes.
  • Strong data analysis skills, problem-solving abilities, and the capacity to synthesize various data sources to draw connections.
  • Display a solid commercial understanding, ideally with a background in marketing or sales.
  • Exceptional team player with effective collaboration skills.
  • Self-motivated with a positive 'can do' attitude.

You are someone who brings flexibility, high energy, strong relationship-building and communication skills to the table. You are proactive, passionate about progress, collaborative, curious, empathetic, open-minded, and innovative.

About the department:

The Customer Experience Lead is a part of the Commercial Innovation and Business Excellence (CiBEx) Unit at Novo Nordisk Portugal. We are dedicated to driving excellence and fostering cross-functional collaboration, aiming for superior customer engagement through our Future Frontline Customer Engagement Model.

The CiBEx Team encompasses various areas like MultiChannel Customer Engagement, Customer Data Management, Commercial Excellence, and Customer Experience. We work closely together to achieve exceptional customer engagement.

The department is on an engaging journey with numerous projects that offer ample opportunities for learning and skill development. By joining us, you will have a unique chance to influence the development of an agile culture at Novo Nordisk.

Working at Novo Nordisk:

We take pride in being a life science company with life at the core of our purpose. Life, in all its dimensions, inspires us - the challenges, the opportunities, the ups, and the downs. For Novo Nordisk employees, life encompasses everything from the fundamental elements of life driving groundbreaking scientific research to our personal lives that motivate us to excel at work. Ultimately, life motivates us to enable individuals to lead a life free from chronic diseases.

Contact

If you believe you meet the requirements and are up for the challenge, kindly submit your motivation letter, CV, and relevant documentation via our online application platform.

Deadline

Please send your application through our online portal by the 6th of June 2024.

Please be aware that we are reviewing applications continuously, and the position will be filled once the ideal candidate is identified. Internal candidates should notify their manager before applying.

We are committed to an inclusive recruitment process that promotes equal opportunities for all applicants.

At Novo Nordisk, we understand that merely aiming to be the best company globally is no longer sufficient. We strive to be the best company for the world, a goal achievable only through talented employees with diverse perspectives, backgrounds, and cultures. Therefore, we are dedicated to fostering an inclusive culture that celebrates the diversity of our workforce, the patients we serve, and the communities we operate in. Together, we are driving transformative change.

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