Customer Experience Professional
il y a 2 semaines
The position
As we continue to expand into new therapeutic areas and strengthen our customer-centric strategy, the Customer Engagement & Business Excellence department is seeking a Customer Experience Professional. The main responsibilities involve: Setting up and managing the Voice of the Customer program: This is a critical responsibility as it involves identifying and implementing relevant satisfaction surveys and market research, selecting and managing vendors, synthesizing and formalizing results, and analysing insights collected to formulate business and operational recommendations. Defining and continuously measuring performance indicators: This is important as it ensures a good experience for our patients and healthcare professionals, and helps to identify areas for improvement. Contributing to the dissemination of the customer culture: This is important as it helps to ensure 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: This is important as it involves using CRM data and proposing external data sources that are useful to the company, which can help to identify growth drivers and areas of concern. Participating in conferences, events, and workshops on Customer Experience: This is important as it helps to identify innovative practices for measuring and analysing the Voice of the Customer, which can help to improve the company's customer experience strategy. Qualifications To succeed in this role, you need to have: 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 Customer-centric mindset, strong problem-solving and analytical skills Fluency in French and English Working at Novo Nordisk Novo Nordisk is its people. We know that life is anything but linear and balancing what is im-portant at different stages of our career is never easy. That’s why we make room for diverse life situations, always putting people first. 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. Novo Nordisk relies on the joint potential and collaboration of its more than 63, employees. Together, we go further. Together, we’re life changing. About the department You will join our Customer Engagement and Business Excellence Department composed of 15 people who have different expertise : Frontline Excellence, Customer Insights, Customer Engagement, Business Intelligence, Change management, and Project Management). You will report to our Head Of Customer Insights, with 3 others collaborators, all dedicated to disseminate Customer Knowledge within the affiliate. You will collaborate with various internal (French leadership team, all operational field and non-field teams, stakeholders at global/regional levels) and external stakeholders (research agencies, data providers) on a regular basis.-
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