Senior Customer Experience Specialist
hace 4 semanas
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.The ideal candidate must have:4-5 years of experience within customer engagement / commercial / marketing / strategic consultancy in a highly complex and multinational organization.Strong cross-functional stakeholder management with proven ability to influence, challenge, and gain consensus across varied teams.Strong analytical and problem-solving skills with the ability to use and evaluate market and customer data to maximize business opportunities and customer experience.A strong understanding of the pharmaceutical marketplace, including its dynamics and key trends, is highly desirable.We value candidates with proven experience in designing and delivering impactful omnichannel and customer experience solutions within dynamic and fast-paced environments. Additionally, a background in Digital Transformation, with a track record of integrating innovative technologies into practical business applications, will make you stand out as the ideal candidate for this role.About the departmentYou will be part of the Customer Engagement team based in Madrid. Our team is dedicated to enhancing customer interactions and driving business success. The Madrid office is a dynamic and collaborative environment where innovation and teamwork are highly valued. Join us and contribute to our mission of improving patient outcomes through exceptional customer engagement.Working at Novo NordiskNovo Nordisk is its people. We know that life is anything but linear, and balancing what is important at different stages of our career is never easy. That’s why we make room for diverse life situations, always putting people first. We value our employees for the unique skills they bring to the table, and we work continuously to bring out the best in them. Working at Novo Nordisk is working toward something bigger than ourselves, and it’s a collective effort. Novo Nordisk relies on the joint potential and collaboration of its more than 69,000 employees. Together, we go further. Together, we’re life-changing.ContactWe don’t accept directly sent CVs, please submit your application via the “Apply” button.DeadlineApply before 23rd of December 2024We 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 the communities we operate in. Together, we’re life-changing.
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