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 is responsible for providing insights directly from customers to help the business understand their needs, preferences, and pain points. This role involves developing and executing a strategic VoC program, creating a roadmap, and ensuring the integration of Customer feedback into business strategies. You will be accountable for combining multiple, traditionally siloed technologies associated with the capture, storage and analysis of direct, indirect and inferred customer feedback. Technologies such as social media monitoring, enterprise feedback management, speech analytics, text mining and web analytics are integrated to provide a holistic view of the customer’s voice. The VoC Program Lead will oversee the delivery of actionable insights. They will work closely with cross-functional teams to ensure that customer feedback is integrated into decision-making processes and drives continuous improvement in the customer experience.
Relationships
Reports to the Head of Commercial Excellence and Innovation. 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. The Voice of Customer Program Lead has a team reporting to them potentially inclusive of Voice of Customer analytics and operations team members.
Essential Functions
Physical Requirements
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, 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
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, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.