Customer Experience Lead
Há 1 mês
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 apply today for a life-changing career.
Join Novo Nordisk and Shape the Future
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
Moreover, you will support 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.
We are looking for an individual with strong data analysis skills and problem-solving abilities, capable of synthesizing diverse data sources to make insightful connections. The ideal candidate will demonstrate a robust commercial understanding, preferably with a background in marketing or sales. Being an exceptional team player who collaborates effectively with colleagues is essential. A self-driven individual with a positive, "can-do" attitude, you should bring high energy, flexibility, and excellent relationship-building and communication skills. We seek someone who is proactive, passionate about 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.
Contact
If you believe you are qualified, and are willing to take the challenge, please send your motivation letter, CV and relevant documentation directly via our online application tool.
Deadline
Please submit your application via our online application tool by 6th of June 2024.
Please note that we are reviewing applications on ongoing basis, therefore the position will be filled as soon as the successful candidate has been found. Internal candidates are kindly requested to inform their line manager before applying.
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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