Voice of Customer Program Lead

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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 Voice of Customer (VoC) Program Lead will spearhead the enterprise-wide Novo Nordisk Inc (NNI) VoC strategy, elevating customer-centric decision-making across all business functions. This senior level role will serve as a critical driver of the organization's transformation towards customer obsession, using insights from direct, indirect, and inferred feedback to shape strategic direction and improve the overall customer experience.

This leader will play a crucial role in ensuring that Voice of Customer insights are synthesized and democratized across the organization, working closely with DDIT, Enterprise Insights, and Advanced Analytics to leverage cutting-edge technologies and platforms. You will collaborate with the Customer Experience (CX) organization to apply these insights, helping drive a more personalized, customer-centric approach across all interactions and touchpoints.

As the senior leader of the VoC program, you will define the roadmap for how we listen, interpret, and act on customer feedback at scale. You will guide the integration of traditionally siloed data sources-such as social media, field, customer service, surveys, and advanced analytics-into a unified program that provides a comprehensive, 360-degree view of customer needs, preferences, and friction points. Your leadership will ensure that these insights translate into actionable business strategies that drive both short-term results and long-term growth.

Please note, this role does not involve conducting primary market research. Instead, the Voice of Customer Leader will focus on synthesizing and leveraging existing customer feedback from multiple sources with an emphasis on capturing real-time, continuous feedback to generate actionable insights that inform strategic decisions and improve customer engagement across the organization.

Relationships

Reports to the Head of Commercial Excellence and Innovation. Collaborate with teams across the organization, including CS&M, One Impact Teams, CMR, Market Access, Finance, Enterprise Insights, Advanced Analytics, Patient Services and Sales, to ensure customer feedback is integrated into their processes and initiatives. The voice of customer program lead will build a team to support the needs of the function.

Essential Functions

Strategic VoC Strategy Program Development: Own, shape and elevate VoC strategy. Design and implement a comprehensive VoC program, including the selection of tools and methodologies for capturing customer feedback, in alignment with business objectives. Create a roadmap for VoC initiatives, identifying key areas of focus and prioritizing efforts based on business needs and customer impact

Data Collection and Management: Oversee the selection, implementation and management of tools or platforms for collecting customer feedback. Ensure data quality and integrity within the VoC program

Customer Insights and Analysis: Gather and analyze customer feedback from various sources (surveys, social media, customer service interactions, etc.) to identify trends, preferences, pain points, and opportunities for improvement, providing deep insights into the customer experience

Customer Experience Recommendations: Translate customer insights data into actionable insights and recommendations that drive customer-centric decision-making across the organization. Apply learnings from various initiatives to scale across brands and drive more personalized experiences

Stakeholder Collaboration: Collaborate with teams across the organization, including CS&M, CMR, F&O, and Sales, to ensure customer feedback is integrated into their processes and initiatives

Executive Reporting and Communication: Regularly present VoC insights and strategic recommendations to NNI senior leadership, offering clear, data-driven guidance for decision-making. Influence leadership with compelling business cases that drive adoption of customer-centric strategies

Customer Advocacy: Serve as a customer advocate within the organization, promoting a customer-centric culture and ensuring the customer's voice is heard and acted upon

Performance Measurement: Establish KPIs and metrics to measure the effectiveness of VoC initiatives and track progress over time

Continuous Improvement: Stay current with industry trends, best practices, and emerging technologies in VoC and customer experience, and continuously refine the VoC program

People Development and Coaching: Responsible for setting and communicating clear individualized role expectations for each report based on position, skills, talents, and objectives. Ensure that reporting personnel have strengths-based individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business. Provide regular coaching of reports that prioritizes appropriate challenging, development, feedback, regular recognition, and support

Physical Requirement Details

Approximately 20-30% overnight travel.

Development of People

Supervisory.

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, and they understand their level of accountability for results and the measurement process.

Ensure that the IDP forms include completed learning and aspiration plans and are in place for all reporting personnel to enable the achievement of goals and capability to assume increased levels of responsibility.

Manage the application and communication of all Novo Nordisk policies, procedures, and Novo Nordisk Way.

Qualifications

Bachelor's degree in business, Marketing, Psychology, Data Analytics, or a related field required, Master's degree preferred

15+ years of experience in customer experience, customer insights, or a related field

Proven experience gathering, synthesizing, and analyzing customer feedback from multiple sources to identify trends, pain points, and opportunities for improvement

Strong analytical skills with the ability to interpret complex data and translate it into actionable insights

Extensive experience in integrating VoC insights into marketing strategies

Proficiency in data analysis tools and VoC platforms

Proven experience in developing and executing customer feedback strategies and roadmaps

Excellent communication and stakeholder management skills, with ability to influence senior leaders

Experience with customer feedback methodologies and tools

Strong project management skills with the ability to manage multiple initiatives simultaneously

Ability to work collaboratively with cross-functional teams

Experience managing and collaborating with external partners

Experience leading and implementing organizational change and transformation initiatives

Proficiency in developing and implementing strategies that enhance the customer experience based on feedback

Ability to present findings and recommendations clearly and persuasively to stakeholders at all levels

Embodies leadership behaviors, including authenticity, servant leadership, will, empathy, decisiveness, a growth mindset, and driving focus and simplicity

People management experience required, with a proven track record of development and coaching

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.

Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply . click apply for full job details

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