Customer Experience Process Manager

Customer Experience Process Manager
Enterprise IT & Quality

Bagsværd

Are you ready to shape how Novo Nordisk delivers Customer Service on a global scale? Join us to strengthen the end-to-end Customer Service Experience process – and see your work translate into effortless, efficient, and value-driven experience across markets.

Your new role

As consumerisation changes the customer expectations, Customer Service is becoming an increasingly important part of the overall customer journey. As Customer Service Experience Process Manager, you will be responsible for the end-to-end Customer Service process and operating model at a global level. You will bridge Customer Service operations, quality, and digital capabilities – working closely with affiliates to ensure that global processes reflect operational realities, while driving consistency, efficiency, and business value across markets.

Your main responsibilities will include:

• Managing the end-to-end Customer Service process, ensuring clarity in roles, responsibilities, and governance

• Strengthening the global Customer Service operating model, including processes, ways of working, and performance management
• Driving processes that strives for global solutions, while ensuring alignment with local operational realities
• Collaborating closely with affiliates, global marketing, regional hubs, safety and quality to ensure processes are practical, scalable, and adopted
• Partnering with technology, data, and digital teams to enable process improvements and support automation and insight generation
• Establishing and monitoring performance metrics (KPIs) to drive continuous improvement and business value
• Acting as a key link between customer experience, quality, and digital transformation, ensuring alignment across functions

Your new department

In Enterprise IT & Quality, you will be part of a business area that drives impact across the full Novo Nordisk value chain. We strive to stay close to our stakeholders in the business to ensure we deliver on their needs, helping reach millions of people living with serious chronic diseases. Our focus is on being at the forefront within our three areas; ensuring the highest quality for patients, being a trusted tech leader and an environmentally responsible business.

Our department consists of four teams: Complaint Handling, Complaint Escalation, Complaint Process Excellence, and Complaint Insights. You will join the Complaint Insights team, where most members focus on monitoring complaints and generating insights about all Novo Nordisk products, sharing this information throughout the value chain. Your role stands out as you will be responsible for developing the CSX process ownership role and ensuring we have an operational end-to-end Customer Service Experience process and operating model.

Your skills & qualifications

We are looking for a candidate who combines strong operational Customer Service experience with a structured, process-oriented mindset. To succeed in this role, you bring:

• 3–8 years of experience within Customer Service or Customer Operations, preferably in a global setting, with a strong understanding of operational Customer Service processes
• Experience with process definition, optimisation, or operating model design
• Preferably experience from pharma or other regulated industries – strong profiles from other sectors are also welcome
• Ability to work across a broad stakeholder landscape, including affiliates, quality, safety, IT, and commercial teams
• Structured and analytical mindset with the ability to translate business needs into clear processes and KPIs
• Strong communication and stakeholder management skills, coupled with a high level of independence

Working at Novo Nordisk

Every day we seek the solutions that defeat serious chronic diseases. To do this, we approach our work with determination, constant curiosity and a commitment to finding better ways forward. For over 100 years, this dedication has driven us to build a company focused on lasting change for long-term health. One where diverse thinking, shared purpose and mutual respect come together to create extraordinary results. When you join us, you're not just starting a job – you're becoming part of a story that spans generations.

What we offer

There is, of course, more on offer here than the uniqueness of our culture and the extraordinary results we produce. Being part of a global healthcare company means opportunities to learn and develop are all around us, while our benefits are designed with your career and life stage in mind.

Salary

For this role, the Annual Base Salary ranges from 651,000.00 to 956,900.00 DKK, corresponding to the level of the position.

The placement within the salary range will be assessed during the recruitment process based on the candidate’s skills, competencies, knowledge, and relevant experience.

More information 

You are welcome to contact Yeliz Saföz (Associate Director) at +45 30793452 if you have questions about the role. Please note that Yeliz will not be able to answer questions about your recruitment status. 

Deadline
08 August 2026. Applications are reviewed on an ongoing basis, so please apply as soon as possible.

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

At Novo Nordisk, we're not chasing quick fixes – we're creating lasting change for long-term health. For over 100 years, we've been driven by a single purpose: to defeat serious chronic diseases and help millions of people live healthier lives. This dedication fuels our constant curiosity and inspires us to push the boundaries of what's possible in healthcare. We embrace diverse perspectives, seek out bold ideas, and build partnerships rooted in shared purpose. Together, we're making healthcare more accessible, treating and preventing diseases, and pioneering solutions that create change spanning generations. When you join us, you become part of something bigger – a legacy of impact that reaches far beyond today.