Experience Intelligence Lead (CXME)
Novo Nordisk
2024-09-22 00:41:16
Plainsboro, New Jersey, United States
Job type: fulltime
Job industry: Sales & Marketing
Job description
About the Department
Our Commercial Strategy and Marketing group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight.
We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn' mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results.
We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human-centered design pull you in? Are you ready to experiment with us?
The Position
The purpose of the Experience Intelligence Lead is to develop and implement a comprehensive strategy for CXME data, analytics, reporting, and insights generation. This role ensures alignment with broader organizational goals, supporting effective decision-making, value measurement, and personalization across channels. Responsibilities include overseeing the omnichannel data foundation, working with IT data engineers to ensure robust and scalable data systems, and developing data artifacts to improve usability. The leader will manage data tagging and collection efforts, optimize tagging strategies, and develop approaches to operational reporting and measurement of customer engagement initiatives Additionally, they will lead reporting and insights generation, support democratization of data across the organization, and foster a data-driven culture within HCP and Patient omnichannel teams. Key duties also include leading and developing a team of data professionals, managing the Experience Intelligence budget, building strong cross-functional relationships, ensuring compliance with legal standards, defining the CX analytics strategy in partnership with Commercial Insights & Analytics, and establishing KPIs to measure and optimize performance.
Relationships
The role of the Experience Intelligence Lead reports directly into the Head of Customer Experience & Marketing Enablement. This role will regularly interface with direct reports, including HCP and Patient Omnichannel Data teams. Additionally, this role will interface with all other teams across Customer Experience & Marketing Enablement, including Omnichannel Engagement, Experience Operations, Marketing Operations, Next Gen and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the Experience Intelligence Lead will interface with Commercial Insights and Analytics, Commercial Excellence and Innovation, IT and Therapeutic Area leads.
Essential Functions
Approximately 20-30% overnight travel.
Development of People
Ensure that reporting personnel have individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business, and that interim reviews are held so that their work is focused on those priorities . click apply for full job details