Job Information
Novo Nordisk Voice of Customer Program Lead in Plainsboro, New Jersey
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
VoC Program Development: 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
Reporting and Communication: Create and deliver regular reports and presentations on VoC findings to senior leadership and other stakeholders, highlighting key insights and recommended actions
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 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
Bachelor’s degree in Business, Marketing, Psychology, Data Analytics, or a related field, Master’s degree preferred
10+ 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
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, 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.