Job Description

Customer Care Analyst (12-month contract)

Are you passionate about delivering exceptional customer service? Do you thrive in a bilingual environment and want to make a difference in the healthcare industry? If so, we invite you to join our team as a Customer Care Analyst at Novo Nordisk. Read on and apply today!

The position

As a Customer Care Analyst, you will play a vital role in ensuring excellent service for both internal and external stakeholders. Your key responsibilities will include:

• Responding to customer inquiries in English and French through various channels, ensuring compliance with legal and regulatory guidelines.
• Monitoring communication channels to identify reportable events and provide timely support.
• Handling product troubleshooting, replacement vouchers, and coordinating product returns as per standard operating procedures.
• Identifying trends and high-risk situations, escalating issues, and recommending solutions to improve operations.
• Supporting Customer Care Associates with escalations, training, reporting, and operationalising corrective actions.
• Collaborating with internal and external stakeholders to provide process expertise and ensure seamless communication.
• Leading the development of training materials and process guidance documents for internal staff and external contractors.
• Tracking program deviations, monitoring quality, and supporting strategic initiatives to enhance customer care excellence.
• Lead and contribute to special projects focused on improving processes and strengthening collaboration, enabling the team to better serve our customers.

Qualifications

We are looking for a motivated and skilled professional who meets the following criteria:

• A college or university degree in sciences, communications, or a related field.
• 3-5 years of bilingual (English/French) customer service experience, preferably in healthcare or pharma.
• Proven track record of exceeding quality and productivity KPIs in a contact centre environment.
• Strong proficiency in Microsoft Office Suite and familiarity with CRM tools.
• Exceptional communication skills in English and French (Canadian dialect preferred).
• Ability to work independently, manage time effectively, and adapt to change.

About the department

The Customer Care Analyst position is part of our Medical & Regulatory department, located at our vibrant office in Canada. This department is dedicated to ensuring compliance and excellence in all medical and regulatory aspects of our operations. The atmosphere is dynamic, collaborative, and fast-paced, with a strong focus on teamwork and innovation. You will be joining a supportive environment where your contributions will directly impact our mission to improve patient care and customer satisfaction.

Working at Novo Nordisk

Every day we seek the solutions that defeat serious chronic diseases. To do this, we approach our work with an unconventional spirit, a rare determination, and a constant curiosity. For over 100 years, this unordinary mindset has seen us build a company unlike any other—one where a collective passion for our purpose, mutual respect, and a willingness to go beyond what we know delivers extraordinary results.

At Novo Nordisk, you’ll join a global healthcare company with a unique culture and strong results. We offer continuous learning, career development, and benefits tailored to your life and career stage.

Salary: For this role, the annual base salary ranges from $85,500 –$110,000. The placement in the salary range will be assessed during the recruitment process based on your skills, competencies, and knowledge, and how your relevant experience matches the position requirements.

Incentives: Based on the role’s level and other factors, the salary package may include short-term (STI) and/or long-term (LTI) incentives.

Benefits: The eligibility for specific benefits may vary based on the job and location.

Learn more about our Reward Philosophy here.

More information

This job posting is for an existing vacancy.

For more information, visit novonordisk.com, Facebook, Instagram, X, LinkedIn, and YouTube.

To complete your application, click “Apply now,” attach your CV, and follow the instructions.

Application Deadline: April 10th, 2026

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

At Novo Nordisk, we're not chasing quick fixes – we're creating lasting change for long-term health. For over 100 years, we've been driven by a single purpose: to defeat serious chronic diseases and help millions of people live healthier lives. This dedication fuels our constant curiosity and inspires us to push the boundaries of what's possible in healthcare. We embrace diverse perspectives, seek out bold ideas, and build partnerships rooted in shared purpose. Together, we're making healthcare more accessible, treating and preventing diseases, and pioneering solutions that create change spanning generations. When you join us, you become part of something bigger – a legacy of impact that reaches far beyond today.