Channel Strategy Owner - Customer Portal

About the Department 

Our Commercial Strategy and Marketing 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

The Channel Strategy Owner, Customer Portal is responsible for leading the development and execution of a comprehensive HCP customer portal strategy that aligns with organizational goals and objectives. In addition, this position will also oversee HCP Owned Channels including web, email, SMS and other relevant channels. This role cultivates a culture of continuous learning and improvement by championing the sharing of industry best practices and emerging trends. The owner oversees the design, development, and optimization of the customer portal, ensuring it delivers a seamless and intuitive user experience. This involves developing a content and acquisition strategies, overseeing UX design, and collaborating with internal stakeholders to ensure alignment with broader business objectives. Additionally, the role involves monitoring and analyzing portal performance metrics to drive continuous improvement and optimization.

Relationships

The role of Channel Strategy Owner, Customer Portal reports directly into the Channel Strategy Lead, Owned. This role will regularly interface with their direct reports (Channel Analysts). Additionally, this role will interface with all other teams across Customer Experience & Marketing Enablement, including Experience Operations, Marketing Operations, Experience Intelligence, NextGen, and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the Channel Strategy Owner, Customer Portal will interface with Commercial Excellence and Innovation, as well as Therapeutic Area leads, Sales, Patient Support Program, CIA&A, Medical, Legal, and Regulatory and IT.

Essential Functions

• Portal Strategy Development: Leading the development of a comprehensive strategy for the customer portal that aligns with organizational goals and objectives including acquisition strategies
• Driving best practices and optimizations across HCP Owned Channels including web, email, SMS, digital assistant, etc. to deliver superior customer experience and business impact.
• Establishing Best Practice Culture: Cultivate a culture of continuous learning and improvement by championing the sharing of industry best practices and emerging trends in customer portals
• Strategic Knowledge Sharing Initiatives: Lead strategic initiatives to disseminate best practices through targeted training sessions, curated resources, and campaign performance analysis, empowering marketers to optimize customer portals effectively
• Portal Development and Optimization: Overseeing the design, development, and optimization of the customer portal to ensure it meets user needs and delivers a seamless and intuitive user experience. This involves collaborating with Experience Operations, Omnichannel Orchestration, TA/Brands, Medical/Legal/Regulatory, Privacy, and agencies d to implement new content, features, and functionalities that enhance personalization, usability and functionality. This role is also responsible for optimization of hub registration and associated acquisition strategy
• Content Strategy and Management: Developing a content strategy for the customer portal that aligns with user needs and organizational objectives. This includes identifying content requirements and partnering with brand/TA teams, Omnichannel Orchestration, Experience Operations, and agencies for enablement and execution
• User Experience (UX) Design: Ensuring the customer portal provides an optimal user experience by overseeing UX design efforts. This includes conducting user research, usability testing, and user interface (UI) design to optimize navigation, layout, and functionality. Partners with Content team in Experience Operations to ensure alignment to broader UX / UI strategy
• Performance Monitoring and Analysis: Monitoring and analyzing portal performance metrics, such as user engagement, traffic, and satisfaction, to identify areas for improvement and optimization. Perform regular readouts to TAs and marketers on trends and performance of the hub as a channel to inform them of best practice and identify opportunities for optimization and innovation
• Stakeholder Engagement and Collaboration: Collaborating with internal stakeholders, including Omnichannel Engagement Orchestration TA leads, marketing, sales, IT teams, Medical, Legal and Regulatory and others, to ensure alignment of portal initiatives with broader business objectives
• Consent Management: Develop and implement a comprehensive consent management strategy across all acquisition channels, ensuring compliance with global privacy laws (e.g., GDPR, CCPA) by collaborating closely with privacy and legal teams, monitoring and auditing consent practices, enhancing customer experience, integrating consent principles into acquisition strategies, utilizing data analytics for reporting, training internal stakeholders, and staying updated with regulatory changes

Physical Requirements

Hybrid Policy: 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

• A bachelor’s degree is required.
• 10+ years of experience in digital strategy development, customer portal management, or related fields
• Proven track record of developing and implementing successful portal strategies in a complex, multi-stakeholder environment
• Experience with content management systems (CMS) and customer relationship management (CRM) platforms
• Strong understanding of user experience (UX) design principles, including user research, usability testing, and user interface (UI) design
• Proficiency in using analytics tools (e.g., Google Analytics, Adobe Analytics) to monitor and analyze portal performance metrics
• Familiarity with web development processes and technologies, including collaboration with designers and developers
• Knowledge of best practices in content strategy and management for digital platforms
• Ability to manage complexity, including the leadership of work across competing priorities
• Strategic thinking and analytical skills, with the ability to translate insights into actionable marketing strategies to guide customer experiences
• Understanding of regulatory, compliance, and ethical considerations in engaging with HCP/Patients
• 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

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.