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Manager - Next Generation Customer Engagement

Novo Nordisk
Plainsboro, NJ
Start date
May 21, 2024

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Job Details

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 Manager, NextGen Customer Engagement will support Novo Nordisk's strong commitment to its customers by managing and deploying customer engagement capabilities aiming to deliver optimal and integrated customer experiences informed by data-driven insights that yield measurable business outcomes and competitive advantage.


This role will be responsible for agile execution and support of new capabilities, platforms, and systems within Novo Nordisk in partnership with internal stakeholders and external vendors. Specifically, this role will develop and update business requirements, implement content tagging & taxonomy, perform user acceptance testing, and other capability deployment efforts in support of NextGen Customer Engagement, such as Next Best Action.


The role will partner across Customer Experience & Marketing Enablement functions (Omnichannel Engagement, Field Systems, Marketing Operations) and other NNI functions (Marketing, Advanced Analytics, IT) to execute projects and capability enhancements.



Reports to the Director, NextGen Customer Engagement. Provides direct support to Omnichannel Engagement Sub-functions (HCP/Consumer Activation, Paid Media, and CX Operations). Interacts with multiple Novo Nordisk’s internal functions such as Marketing, Field Execution, Field Systems, Advanced Analytics, IT, Legal, Regulatory, as well as external vendors.


Essential Functions

  • Enable the NextGen customer engagement capabilities through execution of new features, enhancements and processes aligned to the roadmap
  • Own end-to-end development and maintenance of business requirements, support user acceptance testing, and document processes aligned to the needs of customers (HCPs, Patients, Health Systems) and stakeholders (Omnichannel Engagement, Marketing, Field Force)
  • Collaborate with internal stakeholders to gather and document business requirements to deliver on solutions that bring value, optimize customer experiences, and generate incremental business impact
  • Ensure that appropriate customer engagement capabilities are assessed and tested based on the agreed business requirements
  • Collaborate with Advanced Analytics to define and track measure of success
  • Collaborate with Employee Experience to execute change management activities
  • Practice agile ways of working to identify new capabilities and deploys pilots/proof-of-concepts to assess feasibility, viability, and stability of the new capabilities
  • Demonstrate a foundational knowledge of marketing, digital, data and technical disciplines; use high level of technical understanding to interpret technical issues for the business
  • Demonstrate the ability to think critically, challenge conventional thinking, and generate and apply unique business insight to create competitive advantage for the organization
  • Proactively track, manage, and be accountable for timelines and deliverables, such as Next Best Action capability expansion and operations
  • Demonstrate the ability to solve problems and be resourceful

    Physical Requirements

    0-10% overnight travel required.



  • A bachelor’s degree in marketing, digital, science related major required
  • Minimum 5 years’ experience with design thinking, digital marketing, commercial operations, consulting and/or other related roles required
  • Strong market/customer centric vision and understanding of the pharmaceutical industry or related healthcare business models
  • History enabling new capabilities (i.e., digital, AI/ML) deployment and agile ways of working to test and learn prior to scaling
  • Ability to evaluate new solutions and capabilities aligned to NNI business objectives, commercial strategy and customer needs to create efficiencies or a competitive advantage
  • Strong Microsoft Office suite abilities
  • Prefers experience developing complex business cases
  • Requires a self-starter, proactive, highly organized, efficient, and capable of facilitating meetings and driving decisions and actions
  • Leverage data and insights to inform decisions, ensuring strategies are rooted in deep understanding of customer needs and behaviors
  • Strong project management, problem solving and analytical thinking skills
  • Requires experience of digital, data or other technology quality deployment ; agile ways of working preferred
  • Desired candidate has knowledge of standard customer experience and omnichannel platforms, support systems, processes, architectures, integrated dependencies, AI-ML related solutions, etc.
  • Proven ability to interact with colleagues from various departments, positions, and knowledge levels

    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.


    Novo Nordisk is a leading global healthcare company, founded in 1923 and headquartered in Denmark. Our purpose is to drive change to defeat diabetes and other serious chronic diseases such as obesity and rare blood and endocrine disorders. We do so by pioneering scientific breakthroughs, expanding access to our medicines, and working to prevent and ultimately cure disease. Novo Nordisk employs about 54,400 people in 80 countries and markets its products in around 170 countries. For more information visit

    Our US Research & Development hub, located in the Greater Boston area, brings together the best talent to drive life science innovation. Located in Lexington, Watertown and Cambridge, our teams reflect the full scope of R&D, from early research through late-stage clinical development. We are building for the future by creating a distinct R&D community based on collaboration, partnerships, and cutting-edge research across multiple modalities and therapeutic areas. We recognize that improving human health starts here and that patients rely on us. By combining the speed and agility of biotech with the quality, resources, and stability of a large pharmaceutical company, our US R&D hub will benefit from the best of both worlds to develop new medicines that meet the needs of patients.


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    75 Hayden Avenue

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