Customer Experience Specialist

il y a 2 semaines

Puteaux, Île-de-France Novo Nordisk Temps plein

About the Role

We are seeking a Customer Experience Specialist to join our Customer Engagement and Business Excellence Department. As a key member of our team, you will be responsible for setting up and managing the Voice of the Customer program, defining and continuously measuring performance indicators, and contributing to the dissemination of the customer culture.

Main Responsibilities

  • Setting up and managing the Voice of the Customer program, including identifying and implementing relevant satisfaction surveys and market research, selecting and managing vendors, synthesizing and formalizing results, and analyzing insights collected to formulate business and operational recommendations.
  • Defining and continuously measuring performance indicators to ensure a good experience for our patients and healthcare professionals, and to identify areas for improvement.
  • Contributing to the dissemination of the customer culture, ensuring that all employees in the French affiliate are aligned with the company's customer-centric strategy and are committed to delivering exceptional customer experiences.
  • Conducting ad-hoc analyses on strategic topics, using CRM data and proposing external data sources that are useful to the company, to identify growth drivers and areas of concern.
  • Participating in conferences, events, and workshops on Customer Experience to identify innovative practices for measuring and analyzing the Voice of the Customer, which can help to improve the company's customer experience strategy.

Qualifications

  • A bachelor's degree in business, marketing, or a related field.
  • At least 3 years of experience in a similar role.
  • Excellent communication and interpersonal skills.
  • A customer-centric mindset, strong problem-solving and analytical skills.
  • Fluency in French and English.

About Novo Nordisk

Novo Nordisk is a global healthcare company with a strong commitment to innovation and customer satisfaction. We value our employees for the unique skills they bring to the table, and we work continuously to bring out the best in them. Working at Novo Nordisk is working toward something bigger than ourselves, and it's a collective effort. We rely on the joint potential and collaboration of our employees to achieve our goals and make a positive impact on people's lives.

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