Head of Customer Experience & Conversion Strategy

Initial Therapeutics, Inc.; Plainsboro Township (NJ); On-site; USD 156,000 - 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, collaborative discipline. You will work with brands, NovoCare, access, digital, analytics and cross-functional teams to identify friction points, design improvements and scale successful interventions.

This hands-on leadership role builds a culture of curiosity, experimentation and shared ownership, driving activation, conversion,

Qualifications

• Bachelor's degree in Business, Marketing, Design, Analytics or related field; master's preferred.
• 10+ years in customer experience, growth, digital, journey optimization or related areas with measurable results.
• 6+ years of people leadership experience.
• Experience translating journeys and data into implemented improvements, experiments and measurable results.
• Strong cross-functional collaboration across marketing, digital/product, analytics, operations, access or other functions.

Responsibilities

• Lead Customer Experience Performance: set the direction for customer experience and conversion excellence across priority journeys.
• Turn Journeys into Action: move from mapping to prioritized actions, experiments and implemented improvements.
• Build a Continuous Optimization Discipline: establish a practical test-and-learn approach across priority journeys.
• Connect Funnel Performance to Experience Improvement: use funnel insights to focus journey design and behavioral science on high-value opportunities.
• Apply Behavioral Science to Real Problems: lead application of behavioral science to consumer challenges and interventions.
• Work Side by Side with Execution Teams: partner with brand, CRM, digital, analytics and other teams to diagnose problems and implement solutions.
• Build Internal Capability: develop a team capable of diagnosis, analysis, intervention development and experimentation.
• Remove Friction to Execution: identify barriers slowing improvements and resolve with accountable teams.
• Measure, Learn and Scale: set success measures and translate learnings into scalable changes.
• Lead and Develop the Team: coach and lead a high-performing team across journey design, behavioral science and funnel performance.

Skills

Customer experience

Leadership

Journey design

Behavioral science

Cross-functional collaboration

Education

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

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, collaborative discipline. You will work with brands, NovoCare, access, digital, analytics and cross-functional teams to identify friction points, design improvements and scale successful interventions.

This hands-on leadership role builds a culture of curiosity, experimentation and shared ownership, driving activation, conversion,