Director of Customer Experience & Conversion Excellence

The Director of Customer Experience & Conversion Excellence leads the evolution of customer experience into a collaborative, measurable discipline for improving how customers move through and experience the Novo Nordisk ecosystem.

• Lead Customer Experience Performance; connect experience improvements to measurable consumer and business outcomes.
• Turn Journeys into Action: move beyond mapping to prioritized actions, experiments, and implemented improvements.
• Build a Continuous Optimization Discipline: establish a practical test-and-learn approach to improve activation, conversion, engagement, and retention.
• Connect Funnel Performance to Experience Improvement using conversion insights to identify where consumers face the greatest friction.
• Apply Behavioral Science to real consumer challenges; develop and test interventions.
• Work side by side with execution teams (brands, Novo Care, CRM, digital, access, analytics) to diagnose, develop solutions, and move improvements into execution.
• Build Internal Capability and use external partners selectively.
• Remove friction to execution by resolving organizational/process/experience barriers.
• Measure, learn, and scale improvements across brands, channels, and journeys.
• Lead and develop the team across journey design, behavioral science, and funnel performance.

• Bachelor’s degree in Business, Marketing, Design, Analytics (or related); master’s preferred.
• 10+ years in customer experience/consumer growth/digital/journey optimization with measurable outcomes.
• 6+ years people leadership; strategic thinking + hands-on execution.
• Experience translating journeys/insights/data into implemented improvements and measurable results.
• Collaborative cross-functional problem-solving without relying on direct authority.
• Continuous optimization and experimentation experience (prioritize, test, learn, scale).
• Strong working knowledge of journey design and behavioral science applied to business/consumer challenges.
• Proven effectiveness in complex, matrixed organizations; healthcare/life sciences/regulation valued.

• medical, dental, vision; life and disability insurance; 401(k) savings; flexible spending accounts; employee assistance; tuition reimbursement; voluntary benefits; sick time, flex-able vacation, parental leave.