Associate Director, Omnichannel Intelligence and Optimization

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 Customer Experience Intelligence Insights 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 Associate Director, Campaign Intelligence & Optimization Lead sits within the Omnichannel Intelligence team, part of the broader Customer Engagement & Channel Experience function, and reports directly to the Omnichannel Intelligence leader and will work closely with brand stakeholders. This role offers high visibility and close partnership across a broad network of internal and external partners.

Essential Functions

• Reporting Strategy & Analytics Activation: Execute a CX analytics strategy that activates insights across customer touchpoints to drive business impact. Partner with stakeholders to prioritize high value analytics use cases, translate objectives into outcome driven requirements, and ensure effective delivery through strong business–technical collaboration. Own model performance end to end—driving adoption, optimization, and scale to maximize long term value.
• Insights Generation Leadership: Lead an end to end omnichannel insights capability that translates brand priorities into measurable business outcomes. By directing a team of analysts aligned to strategic objectives, this role ensures the identification of critical business questions, generation of insight led narratives, and activation of data driven recommendations that improve customer engagement and omnichannel performance.  
• KPI Measurement Framework: Lead cross functional stakeholders to define a comprehensive CX KPI measurement framework that translates brand priorities into clear, outcome based metrics. This framework will enable reliable benchmarking, scalable BI visualization, and ongoing, cadenced analysis to inform optimization and strategic decision making.
• Strategic Stakeholder Engagement & Partnership:  Serve as a trusted strategic partner to senior leaders and cross functional teams across Marketing, Sales, Compliance, IT, and Omnichannel to ensure analytics and reporting strategies directly inform critical business decisions. This role drives alignment between omnichannel data strategy and enterprise priorities, enabling consistent insight delivery and shared accountability for outcomes. By fostering strong executive and working team relationships, the role ensures clear, proactive communication of insights, requirements, and progress—accelerating decision making and cross functional execution. Active participation in stakeholder forums strengthens partnerships, reinforces a collaborative culture, and drives measurable business impact through coordinated, insight led action.
• Continuous Education & Capability Advancement: Champion a continuous education strategy that builds omnichannel analytics capability and future ready skills across the team. Proactively monitor industry trends, emerging technologies, and best practices, translating external learning into targeted upskilling, thought leadership, and practical application within the omnichannel data strategy. This role identifies and sponsors high impact learning and innovation initiatives—ensuring new approaches are deliberately tested, operationalized, and scaled to improve business performance, customer experience outcomes, and operational efficiency. By focusing team effort on high value learning and application, this strategy accelerates organizational maturity while sustaining a competitive edge.
• Insights Socialization & Data Democratization: Lead the socialization and democratization of customer experience insights across the organization, ensuring omnichannel reporting and analytics are widely understood, trusted, and actively used to inform decisions. This role transforms data into shared intelligence—translating complex insights into clear, consumable narratives that surface opportunities and drive aligned action across teams. By enabling intuitive reporting products, targeted enablement, and ongoing education, the capability empowers teams to self serve insights, identify growth opportunities, and apply data confidently in support of business strategy and omnichannel optimization.
• Experimentation & Optimization Framework: Define and lead a disciplined omnichannel experimentation and optimization framework that embeds hypothesis driven testing into reporting and analytics. Own a centralized optimization learning library that documents both successes and failures, clearly articulating what is working, what is not, and why. Drive a structured experimentation agenda by prioritizing an optimization backlog, delivering executive ready insights to senior leaders, and enabling confident investment decisions, scalable optimization, and continuous improvement in customer experience and agile marketing outcomes.
• Strategic Planning & Omnichannel Analytics Vision: Define and execute the end to end strategy for HCP and patient omnichannel data, analytics, reporting, and insight activation—positioning analytics as a core driver of business performance, value measurement, and personalized engagement across channels. This role establishes clear direction and accountability for how actionable insights inform brand decision making and omnichannel optimization. Build and govern a transparent, trusted CX data foundation—including a single source of truth for HCP and patient engagement—while partnering closely with IT to ensure platforms are scalable, resilient, and capable of integrating diverse data sources. In collaboration with internal and external analytics partners, this role identifies, prioritizes, and designs high value analytics use cases (e.g. segmentation, value modelling, next best action, journey sequencing) that directly enable personalization, elevate experience outcomes, and accelerate strategic objectives across the omnichannel ecosystem.

Physical Requirements

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 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
• 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

The base compensation range for this position is $152,700 to $267,300. Base compensation is determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance. Novo Nordisk offers long-term incentive compensation and or company vehicles depending on the position's level or other company factors.

Employees are also eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance. The Company also offers time off pursuant to its sick time policy, flex-able vacation policy, and parental leave policy.

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 defeating 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.

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.