Director, CX & Conversion Optimization

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

Benefits offered by this job

Medical, dental and vision coverage

Life Insurance

Disability Insurance

401(k) savings plan

Flexible spending accounts

Employee assistance program

Tuition reimbursement

Voluntary benefits

Job summary

Novo Nordisk is seeking a Director of Customer Experience & Conversion Excellence in Plainsboro, NJ. This hands-on leadership role unites journey design, behavioral science, and funnel performance to improve how customers navigate the Novo Nordisk ecosystem.

You will partner with brand, NovoCare, CRM, digital, analytics and other teams to identify friction, prioritize opportunities and scale effective solutions across priority journeys.

Qualifications

• Bachelor’s degree in Business, Marketing, Design, Analytics or a related field, master’s degree preferred.
• Demonstrated accountability for measurable consumer or business outcomes.
• Experience translating customer journeys into implemented improvements and measurable results.

Responsibilities

• Lead Customer Experience Performance: set direction for customer experience and conversion excellence across priority journeys.
• Turn Journeys into Action: move from mapping to prioritized actions and experiments.
• Build a Continuous Optimization Discipline: establish a practical test-and-learn approach across journeys.
• Connect Funnel Performance to Experience Improvement: use funnel insights to reduce friction.
• Apply Behavioral Science to Real Problems: develop and test interventions to impact decisions.
• Work Side by Side with Execution Teams: partner with brand, CRM, digital, analytics and other teams.
• Build Internal Capability: develop a team capable of hands-on problem solving.
• Remove Friction to Execution: identify barriers and drive momentum.
• Measure, Learn and Scale: establish success measures and scale learnings.
• Lead and Develop the Team: coach and lead a high-performing journey design and analytics team.

Skills

Customer Experience

People Leadership

Journey Design

Behavioral Science

Cross-functional Collaboration

Measurement & Analytics

Education

Bachelor’s degree in Business/Marketing/Design/Analytics

Master’s degree preferred

Tools

CRM

Job description

Novo Nordisk is seeking a Director of Customer Experience & Conversion Excellence in Plainsboro, NJ. This hands-on leadership role unites journey design, behavioral science, and funnel performance to improve how customers navigate the Novo Nordisk ecosystem.

You will partner with brand, NovoCare, CRM, digital, analytics and other teams to identify friction, prioritize opportunities and scale effective solutions across priority journeys.