CX & Conversion Excellence Director

Biopharma Careers; Plainsboro Township (NJ); On-site; USD 187,000 - 260,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life insurance

Disability insurance

401(k) savings plan

Flexible spending accounts

Employee assistance program

Tuition reimbursement

Voluntary benefits (group legal, etc.)

Paid time off

Job summary

Novo Nordisk in Plainsboro, NJ seeks a Director of Customer Experience & Conversion Excellence to elevate customer experience into a measurable, collaborative discipline. You will partner with brands, NovoCare, access, digital, and analytics to identify friction points and convert opportunities into tangible improvements.

The role demands hands-on leadership, influencing cross-functional partners to drive experiments, scale successful strategies, and build an ongoing optimization capability

Qualifications

• 10+ years in customer experience, growth, digital, or journey optimization with measurable outcomes.
• 6+ years leading teams that combine strategy with hands-on execution.
• Strong ability to translate journeys and data into implemented improvements and experiments.

Responsibilities

• Lead customer experience performance across priority journeys with measurable outcomes.
• Turn journeys into prioritized actions, experiments and improvements.
• Establish a test-and-learn discipline for activation, conversion, engagement, and retention.

Skills

Customer experience

Leadership

Behavioral science

Journey design

Data-driven decisions

Cross-functional collaboration

Education

Bachelor’s degree; Master’s preferred

Tools

CRM systems

Job description

Novo Nordisk in Plainsboro, NJ seeks a Director of Customer Experience & Conversion Excellence to elevate customer experience into a measurable, collaborative discipline. You will partner with brands, NovoCare, access, digital, and analytics to identify friction points and convert opportunities into tangible improvements.

The role demands hands-on leadership, influencing cross-functional partners to drive experiments, scale successful strategies, and build an ongoing optimization capability