Customer Journey Analyst

Customer Journey Analyst

Are you passionate about understanding customer needs and creating meaningful, engaging experiences?
Do you thrive in a role that blends analytical thinking, innovation, and cross‑functional collaboration? If so, we are looking for a Customer Journey Analyst to join our team and help elevate the experience of healthcare professionals across our affiliate. Read on and apply today!

The Position

As a Customer Journey Analyst at Novo Nordisk, you will play a key role in shaping how we listen to and act on customer insights. Your responsibilities will include:

• Leading the Voice of Customer (VoC) programme, using both qualitative and quantitative methods to deeply understand customer perceptions, needs, and expectations.
• Conducting field immersions and on‑site visits with healthcare professionals and sales representatives to validate insights and collect real‑world perspectives.
• Translating customer learnings into actionable recommendations for Medical, Marketing, Sales, and Omnichannel teams.
• Building, updating, and optimising end‑to‑end customer journey maps for key customer profiles, identifying pain points, unmet needs, and opportunities to enhance engagement.
• Collaborating with cross‑functional stakeholders to align touchpoints, messaging, and engagement tools with customer expectations.
• Driving innovation projects focused on improving customer experience through new methodologies, digital solutions, and testing.
• Designing and executing pilots and prototypes to validate new ideas and trial innovative engagement approaches.
• Partnering with internal teams to scale successful solutions and embed them into core operational processes.

Qualifications

We know that great candidates come from diverse backgrounds. If you meet most of the following, we’d love to hear from you:

• Degree in Marketing, Digital, Finance, or a related field.
• 2+ years of experience in project management, transformation, innovation, or data‑driven initiatives (pharma experience is not required).
• Advanced English.
• Familiarity with Agile methodologies.
• Strong strategic thinking, creativity, and an innovation‑oriented mindset.
• Experience with data analysis, BI tools, or CRM reporting platforms.

About the Department

You will be part of International Operations, Novo Nordisk’s largest operational unit—spanning 194 countries and reaching 95% of the world’s population. With more than 18,000 passionate colleagues, our work impacts the lives of 35 million patients every single day. We operate in a fast‑paced, dynamic environment driven by a shared commitment to outperform the competition and drive meaningful global impact.