Head of Customer Experience & Conversion Excellence

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

Job summary

Novo Nordisk is seeking a Director of Customer Experience & Conversion Excellence to elevate customer experiences across priority journeys. You will partner with Brand, NovoCare, CRM, digital, analytics and cross-functional teams to diagnose friction points, design interventions and scale successful initiatives.

This is a hands-on leadership role focused on measurable outcomes and rapid experimentation. Approximately 20-30% overnight travel is required, based out of Plainsboro, NJ, with a

Qualifications

• Bachelor’s degree in Business, Marketing, Design, Analytics or a related field; master’s degree preferred.
• 10+ years of experience across customer experience, consumer growth, digital, journey optimization or related disciplines, with demonstrated accountability for measurable consumer or business outcomes.
• 6+ years of people leadership experience, with a track record of building, developing and leading teams that combine strategic thinking with hands-on execution.
• Demonstrated experience translating customer journeys, behavioral insights or performance data into implemented improvements, experiments and measurable results.
• Strong experience working collaboratively across marketing, digital/product, analytics, operations, access or other functions to solve complex customer problems without relying on direct authority.
• Experience building or leading a continuous optimization and experimentation capability, including prioritizing opportunities, testing interventions, learning from results and scaling what works.
• Strong working knowledge of journey design and behavioral science, with the ability to apply these disciplines to practical business and consumer challenges.
• Proven ability to operate effectively in complex, matrixed organizations, with stakeholder partnership and hands-on problem solving.

Responsibilities

• Lead Customer Experience Performance across priority journeys, connecting improvements to measurable outcomes.
• Turn journeys into prioritized actions, experiments and implemented improvements.
• Build a continuous optimization discipline with a test-and-learn approach.
• Connect funnel performance to experience improvement to target high-friction areas.
• Apply behavioral science to real problems, testing interventions that improve decision-making and interactions.
• Collaborate with brand, CRM, digital, analytics and other teams to diagnose problems and move improvements into execution.
• Develop a team capable of problem diagnosis, journey analysis, intervention development and experimentation.

Skills

Customer experience

Digital

Journey optimization

Cross-functional collaboration

Behavioral science

Education

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

Master’s degree (preferred)

Job description

Novo Nordisk is seeking a Director of Customer Experience & Conversion Excellence to elevate customer experiences across priority journeys. You will partner with Brand, NovoCare, CRM, digital, analytics and cross-functional teams to diagnose friction points, design interventions and scale successful initiatives.

This is a hands-on leadership role focused on measurable outcomes and rapid experimentation. Approximately 20-30% overnight travel is required, based out of Plainsboro, NJ, with a