Director of Customer Experience & Conversion Excellence

Scorpion Therapeutics; New Jersey; On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Medical, dental, vision

Life and disability insurance

401(k) savings

Flexible spending accounts

Employee assistance

Tuition reimbursement

Voluntary benefits

Sick time

Flexible vacation

Parental leave

Job summary

Novo Nordisk in New Jersey seeks a Director of Customer Experience & Conversion Excellence to lead the evolution of customer experience into a measurable discipline. You will drive action on journeys, implement experiments, and align funnel insights with business outcomes.

The role demands a track record in CX/optimization, senior leadership, and cross-functional collaboration within complex healthcare environments.

Qualifications

• 10+ years in customer experience or digital journey optimization with measurable outcomes.
• 6+ years people leadership and strategic thinking + hands-on execution.
• Experience translating journeys/insights/data into implemented improvements and measurable results.
• Collaborative cross-functional problem-solving without relying on direct authority.
• Healthcare/life sciences/regulation experience valued.

Responsibilities

• Lead Customer Experience Performance; connect experience improvements to measurable consumer and business outcomes.
• Turn Journeys into Action: prioritize actions, experiments, and improvements.
• Build a Continuous Optimization Discipline with test-and-learn approach for activation, conversion, engagement, and retention.
• Connect Funnel Performance to Experience Improvement using conversion insights.
• Apply Behavioral Science to consumer challenges; develop interventions.
• Collaborate with brands, NovoCare, CRM, digital, access, analytics to diagnose and move improvements into execution.
• Build Internal Capability and use external partners selectively.
• Remove friction to execution by addressing organizational/process/experience barriers.
• Measure, learn, and scale improvements across brands, channels, and journeys.
• Lead and develop the team across journey design, behavioral science, and funnel performance.

Skills

Customer experience strategy

Journey design

Conversion optimization

Behavioral science

People leadership

Cross-functional collaboration

Data-driven decision making

Education

Bachelor’s degree in Business/Marketing/Analytics

Master’s degree preferred

Job description

The Director of Customer Experience & Conversion Excellence leads the evolution of customer experience into a collaborative, measurable discipline for improving how customers move through and experience the Novo Nordisk ecosystem.

Essential Functions:

• Lead Customer Experience Performance; connect experience improvements to measurable consumer and business outcomes.
• Turn Journeys into Action: move beyond mapping to prioritized actions, experiments, and implemented improvements.
• Build a Continuous Optimization Discipline: establish a practical test-and-learn approach to improve activation, conversion, engagement, and retention.
• Connect Funnel Performance to Experience Improvement using conversion insights to identify where consumers face the greatest friction.
• Apply Behavioral Science to real consumer challenges; develop and test interventions.
• Work side by side with execution teams (brands, NovoCare, CRM, digital, access, analytics) to diagnose, develop solutions, and move improvements into execution.
• Build Internal Capability and use external partners selectively.
• Remove friction to execution by resolving organizational/process/experience barriers.
• Measure, learn, and scale improvements across brands, channels, and journeys.
• Lead and develop the team across journey design, behavioral science, and funnel performance.

Qualifications:

• Bachelor’s degree in Business, Marketing, Design, Analytics (or related); master’s preferred.
• 10+ years in customer experience/consumer growth/digital/journey optimization with measurable outcomes.
• 6+ years people leadership; strategic thinking + hands-on execution.
• Experience translating journeys/insights/data into implemented improvements and measurable results.
• Collaborative cross-functional problem-solving without relying on direct authority.
• Continuous optimization and experimentation experience (prioritize, test, learn, scale).
• Strong working knowledge of journey design and behavioral science applied to business/consumer challenges.
• Proven effectiveness in complex, matrixed organizations; healthcare/life sciences/regulation valued.

Benefits (explicitly stated):

• medical, dental, vision; life and disability insurance; 401(k) savings; flexible spending accounts; employee assistance; tuition reimbursement; voluntary benefits; sick time, flex-able vacation, parental leave.