Head of Customer Experience & Conversion Excellence

Novo Nordisk A/S; Plainsboro Township, Northern (NJ, KY); Hybrid; USD 187,000 - 260,000; Full time

Job summary

Novo Nordisk in Plainsboro, NJ seeks a Director of Customer Experience & Conversion Excellence to lead the evolution of customer experience into a measurable, cross‑functional discipline. You will partner with Brand, NovoCare, CRM, digital, analytics and other teams to reduce friction and drive measurable improvements across journeys.

This hands‑on leadership role requires building a high‑performing team, establishing a test‑and‑learn culture, and turning insights into concrete actions that

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 measurable outcomes.
• 6+ years of people leadership experience with building and leading teams.
• Experience translating customer journeys, behavioral insights or performance data into implemented improvements and measurable results.

Responsibilities

• Lead Customer Experience Performance across priority journeys, connecting improvements to measurable outcomes.
• Turn journeys into action by moving beyond mapping to prioritized actions and experiments.
• Build a continuous optimization discipline with a test-and-learn approach across priority journeys.
• Connect funnel performance to experience improvement by focusing on high-value opportunities.
• Apply behavioral science to real consumer challenges and test interventions that improve decisions and interactions.
• Work with execution teams to diagnose problems and drive improvements into execution. Build influence through expertise and collaboration.
• Build internal capability by developing the team and selectively using external partners where needed.
• Remove friction to execution by addressing organizational barriers and creating momentum.
• Measure, learn and scale by defining clear success metrics and translating learnings into scalable changes.

Skills

Customer experience

Journey optimization

Behavioral science

Cross-functional leadership

Data analytics

Experimentation

Strategy development

Problem solving

Education

Bachelor’s degree in Business, Marketing, Design, Analytics or related field

Master’s degree preferred

Job description

Novo Nordisk in Plainsboro, NJ seeks a Director of Customer Experience & Conversion Excellence to lead the evolution of customer experience into a measurable, cross‑functional discipline. You will partner with Brand, NovoCare, CRM, digital, analytics and other teams to reduce friction and drive measurable improvements across journeys.

This hands‑on leadership role requires building a high‑performing team, establishing a test‑and‑learn culture, and turning insights into concrete actions that