Director - Therapeutic Area Customer Experience Delivery

Location: Plainsboro
Posted on: June 23, 2025

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, Therapeutic Area Experience Delivery, is responsible for coordinating the delivery squads to implement customer experience initiatives effectively. This role owns the prioritization of CX work for specific therapeutic areas and orchestrates the delivery of experiences and behavioral interventions based on identified friction points. Relationships Reports to the Head of Customer Experience. Collaborates across the Customer Experience (CX) team to prioritize, design and implement optimized patient and HCP experiences, removing key friction points along their journeys. Key functions include orchestrating delivery squads made of cross-functional team members from across Marketing & Patient Solutions and beyond to effective delivery experience outcomes. Essential Functions · Lead and Coordinate the Delivery Squad o Assemble and lead cross-functional squads focused on delivering outstanding customer experiences tailored to TA needs. Foster team collaboration and communication to align on goals, deliverables, and timelines · Own End-to-End Prioritization of CX Work o Prioritize customer experience initiatives based on strategic business objectives and customer insights/needs across prioritized therapeutic areas. Ensure the timely execution of initiatives focused on critical friction areas identified through customer feedback and performance metrics · Oversee Execution of Design Interventions o Monitor the implementation of design interventions, ensuring they are effectively executed and aligned with the established CX strategy and business goals. Gather performance data and customer feedback to evaluate the effectiveness of initiatives and identify improvement opportunities · People Development and Coaching o 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 challenges, development, feedback, regular recognition, and support Physical Requirements Approximately 20-30% overnight travel. Development Of People Non-Supervisory. Qualifications · Requires a Bachelor’s degree; Master’s degree in Marketing, Business or related field preferred · 10 years of experience including progressively responsible experience within brand management, marketing, customer experience, or product management within the pharmaceutical industry · Exceptional leadership skills with the ability to influence, inspire and motivate others · Demonstrated ability to successfully lead cross-functional teams to delivery experience outcomes · Familiarity with agile ways of working strongly preferred · Creative thinking and problem-solving aptitude · Embodies leadership behaviors, including authenticity, servant leadership, will, empathy, decisiveness, a growth mindset, and driving focus and simplicity · Experience managing and collaborating with external partners · Experience leading and implementing organizational change and transformation initiatives · People management experience required, with a proven track record of development and coaching The base compensation range for this position is $148,290 to $259,510. 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 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.

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