HCP Experience & Service Innovation Manager

Jobs2Web; Humlebæk; On-site; DKK 850,000 - 1,100,000; Full time

Job summary

Coloplast is seeking a HCP Experience & Service Innovation Manager to shape new services for Healthcare Professionals across Ostomy Care, Continence Care and Bowel Care. You will live in the customer's head, uncover needs and design experiences that add real value for clinicians.

You’ll collaborate with product and marketing teams, set KPIs, roadmaps, and activation plans, and travel 10-20 days per year to visit markets and customers. Fluency in English is essential.

Qualifications

• Master’s degree in a relevant field (commercial, marketing, service innovation, healthcare innovation, etc).
• Minimum 4 years of experience in similar or related roles.
• Strong oral and written English skills.

Responsibilities

• Get close to the customer and gain deep insights to shape experience strategies.
• Map and optimize HCP journeys across touchpoints for relevance and impact.
• Develop strategies, KPIs and roadmaps for services and experiences with stakeholders.
• Build activation plans and support markets to bring experiences to life.

Skills

English language skills

Education

Master’s degree

Job description

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HCP Experience & Service Innovation Manager

Location: Humlebæk, DK

Job Family: Marketing

Ready to reinvent how Healthcare Professionals experience Coloplast?

Coloplast is committed to make life easier for patients – and for the Healthcare Professionals (HCPs) who care for them every day. Our newly established Customer Experience department is on a mission to redefine what great customer experience looks like in healthcare. Within this, the HCP Experience team is where we innovate for one of the most important customer groups: the professionals on the front line.

We are looking for a HCP Experience & Service Innovation Manager for each of our chronic care business areas; Ostomy Care, Continence Care and Bowel Care, to help us create services and experiences that HCPs genuinely value. Our product and marketing teams already create world-class product solutions & communication. Your job will be to design additional services and experiences that complement our products. This isn’t a role for someone who only wants to stay behind a desk. You’ll need to live inside the head of the customer – understand their pain points, daily challenges, and what makes their work easier and more impactful.

What you’ll do

• Get close to the customer: Gain deep insights into HCP needs, structure and prioritize unmet needs to address, identify and prioritize target segments for your area and define clear targeting criteria to guide experience strategies.
• Map and optimize HCP journeys: Ensure relevance, consistency and impact across every touchpoint
• Innovate services & experiences: Develop strategies, KPIs and roadmap for services and experiences, and execute in collaboration with relevant HQ stakeholders, agencies and the markets. Develop & implement service toolboxes for your area. Assess and track performance of the developed initiatives.
• Support activation: build master activation plans and support markets & frontline to bring experiences to life

What it takes from you

• Curiosity & empathy: Willingness to get close to and engage with customers, e.g., in customer events, co-rides or congresses. Travel 10-20 days per year to visit markets and customers.
• A commercial mindset: Use HCP insights to shape solutions that meaningfully support clinicians, strengthen preference and tie directly to business impact.
• Purpose-driven approach: Start every task by asking what problem we are solving for the customer.
• Multichannel thinking: Design services & experiences across online and offline channels.
• Ownership & leadership: Take decisions, set direction, plan and execute in collaboration with stakeholders and create buy-in.

Requirements

• Master’s degree in a relevant field (commercial, marketing, service innovation, healthcare innovation, etc)
• Min. 4 years of experience in similar or related roles
• Strong oral and written English skills

This is a chance to build something new and meaningful. You’ll have the freedom to innovate, the mandate to make an impact, and the opportunity to shape how HCPs experience Coloplast in the future.

Interested?

If you have any questions regarding the position, you are welcome to contact Rita Kovacs Hansen, Head of HCP Experience in the Customer Experience team, email: [e-mail].

We will close the position down once we have found the right candidate.

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.

Coloplast Group - Holtedam 1 - Humlebaek - DK 3050 - Denmark