Director of Customer Experience & Conversion Excellence

Job description

About the Department Our Marketing & Patient Solutions 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 Director of Customer Experience & Conversion Excellence leads the evolution of customer experience into a collaborative, measurable discipline for improving how customers move through and experience the Novo Nordisk ecosystem. This role works side by side with brands, NovoCare, access, digital, analytics and other cross-functional teams to identify where customers encounter friction and jointly turn those opportunities into tangible improvements. The focus is practical and action-oriented: bring together journey design, behavioral science and funnel performance to understand the problem, align on the highest-value opportunities, develop solutions with the teams closest to the work, test them, learn quickly and scale what works. This is a hands-on leadership role for someone who builds influence through partnership, expertise and evidence. The Director will help teams solve difficult consumer problems rather than simply identify them, creating shared ownership for customer experience improvements and making it easier for cross-functional partners to move from insight to execution. Success means building a customer experience capability that teams actively want to work with: one that brings useful expertise, gets into the work, increases the pace of experimentation and helps the organization continuously improve consumer experiences and business performance. Relationships Reports to the Senior Director of Consumer Model & Experience Strategy. This is a people-manager role leading a team. Partners with MPS therapeutic-area leaders, MAPA, Sales, Omnichannel, IT, Medical, Legal, Compliance, Insights & Analytics, Enterprise Strategy, Finance, and external partners. Works closely with the wider Consumer Model & Experience Strategy team so that consumer models, NovoCare, membership, CRM, partnerships, and pilots are designed against a consistent view of the journey and measured through a common conversion framework. Essential Functions Lead Customer Experience Performanc e: Set the direction for customer experience and conversion excellence across priority consumer journeys, connecting experience improvements to measurable consumer and business outcomes. Turn Journeys into Action : Ensure journey design moves beyond mapping and identification of opportunities into prioritized actions, experiments and implemented experience improvements. Build a Continuous Optimization Discipline : Establish a practical test-and-learn approach across priority journeys, creating a steady pipeline of opportunities to improve activation, conversion, engagement and retention. Connect Funnel Performance to Experience Improvement : Use funnel performance and conversion insights to identify where consumers are experiencing the greatest friction and focus journey design and behavioral science capabilities on the highest-value opportunities. Apply Behavioral Science to Real Problems : Lead the application of behavioral science to specific consumer challenges, developing and testing interventions that improve how consumers navigate decisions, experiences and interactions. Work Side by Side with Execution Teams : Partner directly with brand, NovoCare, CRM, digital, access, analytics and other teams to diagnose problems, develop solutions and move improvements into execution. Build influence through expertise, evidence and collaboration rather than relying primarily on top-down mandates. Build Internal Capabili ty: Develop a team that is confident doing the work itself, including problem diagnosis, journey analysis, intervention development and experimentation. Use external partners selectively where they provide differentiated expertise or capacity rather than as the default way of delivering the work. Remove Friction to Execution : Identify organizational, process and experience barriers that slow consumer improvements and work collaboratively with accountable teams to resolve them and create momentum. Measure, Learn and Scale : Establish clear success measures for priority experience improvements, assess what is and is not working, and translate learnings into changes that can be scaled across brands, channels and journeys. Lead and Develop the Team: Build, coach and lead a high-performing team across journey design, behavioral science and funnel performance, creating a culture of curiosity, accountability, collaboration, experimentation and hands-on problem solving. Physical Requirements Approximately 20-30 % overnight travel required and based out of our Plainsboro, NJ HQ. 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 in-creased 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, Design, Analytics or a related field, master’s degree preferred. 10+ years of experience across customer experience, consumer growth, digital, journey optimization or related disciplines, with demonstrated accountability for measurable consumer or business outcomes. 6+ years of people leadership experience, with a track record of building, developing and leading teams that combine strategic thinking with hands-on execution. Demonstrated experience translating customer journeys, behavioral insights or performance data into implemented improvements, experiments and measurable results. Strong experience working collaboratively across marketing, digital/product, analytics, operations, access or other functions to solve complex customer problems without relying on direct authority. Experience building or leading a continuous optimization and experimentation capability, including prioritizing opportunities, testing interventions, learning from results and scaling what works. Strong working knowledge of journey design and behavioral science, with the ability to apply these disciplines to practical business and consumer challenges rather than primarily producing frameworks or methodologies. Proven ability to operate effectively in complex, matrixed organizations, combining strong stakeholder partnership with the willingness to personally engage in problem solving and execution. Experience in healthcare, life sciences or another regulated consumer environment is valued but not required. The base compensation range for this position is $187,000 to $260,000. Base compensation is determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance. Novo Nordisk offers long-term incentive compensation and or company vehicles depending on the position's level or other company factors. Employees are also eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance. The Company also offers time off pursuant to its sick time policy, flex-able vacation policy, and parental leave policy. We commit to an inclusive recruitment process and equality of opportunity for all our job applicants. At Novo Nordisk, we're not chasing quick fixes – we're creating lasting change for long-term health. For over 100 years, we've been driven by a single purpose: to defeat serious chronic diseases and help millions of people live healthier lives. This dedication fuels our constant curiosity and inspires us to push the boundaries of what's possible in healthcare. We embrace diverse perspectives, seek out bold ideas, and build partnerships rooted in shared purpose. Together, we're making healthcare more accessible, treating and defeating diseases, and pioneering solutions that create change spanning generations. When you join us, you become part of something bigger – a legacy of impact that reaches far beyond today. 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.