Campaign Intelligence and Optimization Lead

About the Department
Our Marketing & Patient Solutions 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
Novo Nordisk is in search of a customer-obsessed, data-driven omnichannel Analytics SME with a passion to deliver robust actionable insights and a hunger to optimize the customer experience. The purpose of the Campaign Intelligence and Optimization Lead is to implement and lead a TA aligned CX reporting and insights strategy aligned with the overall CX data strategy, ensuring that analysis effectively supports organizational goals and enhances omnichannel customer engagement. This role involves leading and coordinating the omnichannel reporting and insights team, developing comprehensive and accurate analysis deliverables, and generating meaningful insights to inform strategic decision making. The lead will implement metrics and KPIs to measure the success and impact of CX initiatives, promote data democratization, and facilitate collaboration with TA aligned brand teams and omnichannel experience leads. You will work to embed a culture of experimentation and maintain a learning library of optimization insights by empowering rapid hypotheses generation aligned to strategic OKRs to optimize customer engagement and business outcomes. Furthermore, the lead will monitor performance, provide feedback, support team development, and develop a comprehensive framework for utilizing reporting technologies such as Google Analytics, Customer Journey Analytics, and Tableau to maintain a competitive edge and drive excellence in customer engagement.
Relationships
The C ampaign Intelligence and Optimization Lead will report directly to the Senior Director, Experience Intelligence Lead, within the broader Customer Experience & Marketing Enablement function. This role will regularly interface with direct reports and will also work very closely with internal cross functional analytics teams, collaborating on various data requests and workstreams. Additionally, the lead will partner with Therapeutic Area/Brand teams, IT and Omni Engagement teams.
Essential Functions

• CX Reporting Strategy Development: Develop and execute a strategy for leveraging CX analytics across customer touchpoints. Collaborate with business stakeholders to identify opportunities for analytics use cases based on business impact and feasibility. Drive the design of functional requirements for analytics models, ensuring clear documentation of objectives, scope, and expected out-comes. Empower collaboration between business stakeholders during model development, ensuring accurate translation of requirements into technical specifications and successful implementation. Monitor the performance of deployed models, oversee long-term maintenance and application, and identify opportunities for ongoing optimization and expansion of model application
• CX Insights Generation Leadership: Lead the CX insights generation process by overseeing a team of data analysts dedicated to TA aligned business functions. Empower the team to identify key business questions, perform exploratory analysis, surface actionable insights, and develop an experimentation backlog to drive continuous improvement in customer engagement strategies. Provide regular updates and detailed reports to senior leadership and other key stakeholders to inform strategic decisions and optimize omnichannel customer engagement
• CX KPI Measurement Framework: Partner to develop comprehensive KPI measurement framework and lead stakeholder workshops to develop an actionable analytics plan for data visualization, measurement framework, & OKR aligned objectives
• CX Performance Measurement and Optimization: Define, implement, and monitor metrics and KPIs to measure the success and impact of reporting and insights initiatives. Utilize data-driven insights to identify opportunities for optimization and enhancement of customer engagement strategies. Maintain experimentation learning library to document optimization learnings across both success and failures to lay framework for guiding future agile marketing endeavors
• Stakeholder Engagement and Collaboration: Build and maintain strong relationships with key stakeholders across the organization, including marketing, sales, compliance, IT, and senior leadership to ensure reporting and analytics strategies align with business decisions. Foster strong relationships and facilitate effective communication across teams to gather requirements, provide updates, and ensure that omnichannel data strategies meet business needs and drive collaboration. Participate in stakeholder team meetings to drive business results, uphold the company culture, and secure cross-functional partnerships
• Continuous Improvement & Innovation: Stay informed about industry trends, emerging technologies, and best practices in omnichannel data analytics & application. Identify opportunities and coordinate improvement projects to integrate innovative approaches into omnichannel data strategy and execution to maintain a competitive edge and accelerate business objectives while delivering operational efficiencies and CX goals. Ensure that the team's efforts are focused on high-impact activities that drive business results and operational efficiencies
• Data Democratization Efforts: Promote the democratization of CX data within the organization, ensuring that CX reporting products and insights are accessible, understandable, and usable by various teams. Provide necessary tools and training to empower employees to leverage data effectively
• CX Value Measurement & Strategy: Develop a comprehensive approach to measuring the impact and value of CxME initiatives, aligning the organization with a prioritized set of Objectives & Key Results tied to business impact. Implement experimentation strategies leveraging data to optimize customer engagement and enhance business outcomes. Utilize measurement strategy to identify growth opportunities and operational efficiencies
• Strategic Planning & Vision: Develop and implement a comprehensive strategy for HCP and patient CX data, analytics, reporting, and insight generation. Ensure the strategy aligns with broader organizational goals and supports effective decision- making, value measurement, and personalization across channels. Oversee and build visibility into the CX data foundation including a single source of truth for HCP & Patient CX Data. Work with IT data engineers to ensure data systems are robust, scalable, and capable of integrating various data sources. Partner with internal analytics cross functional partners on the identification and design of analytics use cases (e.g. statistical segmentation, value modeling, next best action) to drive personalization and enhance experience outcomes across channels

Physical Requirements
Hybrid Model: 3 days in office, 2 days remote.
Approximately 20-30% overnight travel.
Development of People
Supervisory
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

• Bachelor's degree in data science, Computer Science, Statistics, Information Technology, or related field required. Advanced degree is preferred
• 10+ years in data reporting, analytics, business intelligence or related roles within a commercial organization required, pharmaceutical and/or life science experience preferred
• Demonstrated experience in developing and implementing reporting frameworks and generating actionable insights from customer data
• Strong proficiency in data analytics and reporting tools like Tableau, Power BI, Google Analytics, Customer Journey Analytics, etc.
• Strong experience with omnichannel marketing and sales channels campaign flighting and customer engagement data
• Proven track record of delivering actionable intelligence and optimization insights that impact ROI and enhance the customer experience
• Advanced knowledge of statistical analysis and data visualization techniques, as well as familiarity with programming language such as SQL, Python, or R preferred
• Proven success in developing strategy through expert understanding of market and industry, and insights
• Ability to manage complexity, including the leadership of work across competing priorities
• Strong strategic thinking and analytical skills, with the ability to translate insights into actionable marketing strategies to guide customer experiences
• Strong understanding of regulatory, compliance, and ethical considerations in engaging with healthcare providers
• Proven track record of innovative market tactics/high impact results (based on metrics/ROI)
• Outstanding planning and organizational skills with exceptionally high attention to quality of detail and proven track record of results and follow up
• Excellent communication and stakeholder management skills, with ability to influence senior leaders and collaborate with cross-functional teams across the organization
• Embodies leadership behaviors, including authenticity, servant leadership, will, empathy, decisiveness, and driving focus and simplicity
• Excellent leadership and team management skills, with the ability to inspire and motivate others
• People management experience required, with a proven track record of development and coaching

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.