Senior Customer Experience Specialist

hace 2 semanas

Madrid, España Novo Nordisk A tiempo completo

.Senior Customer Experience SpecialistCategory: Commercial MarketingLocation: Madrid, Comunidad de Madrid, ESAre you ready to play a key role in transforming how we engage with customers? Do you have what it takes to shape a personalized and seamless omnichannel experience?We are on the lookout for a Customer Experience Specialist to join our dynamic team In this exciting role, you'll contribute to revolutionising affiliate Customer Engagement by driving digital innovation, connecting diverse engagement touchpoints, and enhancing the overall customer journey—all under the guidance of our Head of Customer Experience.Apply now and take this opportunity to make a lasting impact and be part of a company that's redefining excellence in customer experienceThe positionAs Customer Experience Specialist, you will support the Customer Engagement transformation into a personalized and omnichannel approach, together with other functions within Customer Engagement. You will be driving the implementation of digital innovation and leading the new way of working to connect the different engagement touchpoints and drive improved customer experience.In this role, you will lead the Customer Journey planning process, guiding and educating teams to adopt a modern approach to designing engagement journeys tailored to specific customer segments. You'll play a pivotal role in defining and implementing digital innovations like a new HCP Portal, enhanced event capabilities, and advanced planning tools. Staying ahead of market trends and external innovation opportunities will be key to ensuring we remain at the forefront of customer engagement. Additionally, you'll support the development and execution of a comprehensive Customer Experience measurement program, enabling feedback collection and insightful analysis across every touchpoint.Furthermore, your responsibilities will include:Act as a change agent within the organization, driving change through embedding new planning processes into the cross-functional forums.Ensure leverage to all channel opportunities, developing an intentional Channel strategy including field and non-field components (e.G. hybrid customer journeys, e-reps, native advertisement, SEO and SEM strategy, and others).Ensure channel sensitivity and preferences are embedded into segmentation dimensions.Ensure the right measurement framework and KPI definition for all channels.Aligned with this vision, you will be working with a team of experts in designing integrated engaging experiences for our customers through different channels, with the content and services they are looking for and within a context that suits their needs. This is a great opportunity for someone eager to build, create and make an impact in a growing and highly ambitious organization.QualificationsA degree in Business Administration, Life Sciences, Engineering, or a related field is essential. A Master's degree is preferred and considered a strong asset

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