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 Voice of the Customer to implement segmentation throughout the customer journey.

By selecting the right channels and tailored messages based on customer preferences and impact considerations, you will play a pivotal role in enhancing our relationships and dialogue with healthcare professionals.

Your cross-functional collaboration with our Marketing, Sales, and Medical teams will be instrumental in driving positive interactions and fostering lasting connections.


Your key responsibilities will include:
Conduct content audits and gap analysis to identify areas for improvement in content creation and operations. Enable content insights through proper tagging of content and gathering customer feedback.

Understand customer pain points and needs to customize our messages to them, to create a more personalized and relevant experience with our health care professionals.

Utilize design thinking techniques to understand customer interests, motivations, and behaviours, and work collaboratively to create experiences that meet these needs.

Identify areas for optimizing customer engagement strategies through data, focusing on customer centricity, tailored content, channel mix, and customer journey sequencing to enhance the customer experience.

Generate insights & recommendations and present findings in a timely manner to clients, searching for opportunities to create 'wow' moments Support to Content Specialists (Marketing & Medical, as well as other functions) in their content development projects and actively contribute to the development of the CiBEx Department.


Qualifications To be successful in this role, we are looking for candidates with the following qualifications: 5+ years of marketing experience including 3-years with proven track record of relevant full-time work experience in Customer Experience, Multichannel/ Digital Marketing or similar, ideally in the pharmaceutical industry and/or FMCG industry.

You have experience in project and stakeholder management and are adept at thriving in a fast-paced, cross-functional environment. You are familiar with website analytics tools like Adobe Analytics, Google Analytics, Power BI, and Salesforce ecosystem. Fluent spoken and written Portuguese and English is required. Agile mindset with a flair for developing new ways to grow and improve the business. Strong data analysis skills and problem-solving abilities, with the ability to synthesize different data sources and make connections. Demonstrate a strong commercial understanding, preferably with a marketing or sales background. Be an exceptional team player and collaborate effectively with colleagues.

Self-driven with a "can do", positive attitude You are the person to have the flexibility, the ability to bring high energy, build strong relationship and communication and you are proactive, passionate to make progress, collaborative, curious, empathetic, open-minded, and innovative.

About the department The Customer Experience Lead is part of the Commercial Innovation and Business Excellence (CiBEx) Unit at Novo Nordisk Portugal.

We are a team which main objectives are to drive excellence and improve cross-functional collaboration, achieving superior customer engagement leverage on our Future Frontline Customer Engagement Model.

The CiBEx Team includes areas as MultiChannel Customer Engagement, Customer Data Management, Commercial Excellence and Customer Experience. We work closely together to achieve superior customer engagement. The department is on an exciting journey that involves many projects. We have plenty of room for learning and developing new skills.

By joining us you will get a unique opportunity to make an impact on the development of the agile culture in Novo Nordisk.

Working at Novo Nordisk We are a proud life-science company, and life is our reason to exist. We're inspired by life in all its forms and shapes, ups and downs, opportunities, and challenges.

For employees at Novo Nordisk, life means many things – from the building blocks of life that form the basis of ground-breaking scientific research, to our rich personal lives that motivate and energize us to perform our best at work.

Ultimately, life is why we're all here - to ensure that people can lead a life independent of chronic disease.

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