Service Design and Experience Blueprint Lead

About the Department 

Our Commercial Strategy and Marketing group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight.

We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn’ mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results.

We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human-centered design pull you in? Are you ready to experiment with us?

The Position

The Service Design/Experience Blueprint Lead will play a critical role in understanding and enhancing the customer experience by developing detailed experience blueprints and journey maps. This role requires a strategic thinker with a deep understanding of customer behavior, journey mapping techniques, service design, ethnographic research, and data analysis, as well as the ability to create comprehensive experience blueprints that connect frontstage customer interactions with backstage processes. This position will collaborate with cross-functional teams to drive customer-centric initiatives that improve engagement, satisfaction, and loyalty.

Relationships

Reports to Customer Exp& Human Centered Lead. Work closely with teams across the organization, including CS&M, CMR, MAPA, F&O, and IT, to ensure a holistic approach to customer experience. Partner with the Insights & Analytics group on the generation of cross-validated insights by guiding the analysis of population-level data using inferential statistics and direct qualitative observations of both users and non-users of our products. Generate insights into customer empathy mapping to understand the customer experience. The customer journey mapping lead has a team reporting to them potentially inclusive of a journey managers and journey implemenation managers. 

Essential Functions

Physical Requirements

Approximately 20-30% overnight travel.

Development of People

Ensure that reporting personnel have individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business, and that interim reviews are held so that their work is focused on those priorities, and they understand their level of accountability for results and the measurement process.

Ensure that the IDP forms include completed learning and aspiration plans and are in place for all reporting personnel to enable the achievement of goals and capability to assume increased levels of responsibility.

Manage the application and communication of all Novo Nordisk policies, procedures, and Novo Nordisk Way.

Qualifications

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.

Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.