Job Description

Customer Engagement Lead

Drive customer-centric strategies that transform patient journeys and accelerate brand adoption across markets.

Your new role

As Customer Engagement Lead, you'll shape how we connect with healthcare professionals and patients across our international markets. Your expertise in customer insights and journey mapping will be central to designing engagement strategies that truly resonate with our diverse customer base and drive meaningful patient initiations.

Day-to-day your responsibilities will include:

• Designing and implementing comprehensive customer engagement strategies that align with business goals and enhance customer satisfaction across key segments

• Gathering and analysing customer data to uncover behaviours, preferences, and trends that inform targeted engagement initiatives

• Leading the creation and refinement of customer journey maps to identify interaction points, pain points, and opportunities for enhancement

• Collaborating with cross-functional teams including marketing, sales, medical, and market insights to deliver personalised customer engagements across channels

• Developing targeted engagement campaigns with the Digital Engagement team that increase patient initiations and drive market share growth

• Establishing feedback mechanisms such as surveys and focus groups to continuously improve customer experience and engagement effectiveness

• Monitoring engagement metrics and preparing regular reports with actionable insights and recommendations for stakeholders

Your new department

You will join UK Customer Engagement - the bridge between the business and customers. The team drives commercial excellence through consistent, highquality interactions based on robust insights that deliver measurable business outcomes. We lead digital customer engagement, using channels, analytics and automation to personalise reach at scale, create educational content and continuously refine messaging and offerings using customer and performance data.

Your skills & qualifications

We're looking for a strategic thinker with a passion for understanding customer needs and translating insights into action. You'll bring with you:

• Bachelor's degree in Marketing, Business, Communications, or a related field

• 3+ years of experience in customer engagement, insights, marketing, or a related role within the pharmaceutical or healthcare industry

• Strong analytical skills with the ability to interpret complex data and translate it into actionable engagement strategies

• Understanding of behavioural insights and proven experience in customer journey mapping development

• Excellent communication and interpersonal skills, with demonstrated ability to build relationships and influence cross-functional teams

• Experience in campaign management, project coordination, and working collaboratively in matrix environments

• Proficiency in CRM platforms and marketing automation tools is an advantage

• Familiarity with data governance, privacy regulations, and ABPI code is preferable

Working at Novo Nordisk

Every day we seek the solutions that defeat serious chronic diseases. To do this, we approach our work with determination, constant curiosity and a commitment to finding better ways forward. For over 100 years, this dedication has driven us to build a company focused on lasting change for long-term health. One where diverse thinking, shared purpose and mutual respect come together to create extraordinary results. When you join us, you're not just starting a job – you're becoming part of a story that spans generations.

What we offer

There is, of course, more on offer here than the uniqueness of our culture and the extraordinary results we produce. Being part of a global healthcare company means opportunities to learn and develop are all around us, while our benefits are designed with your career and life stage in mind.

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.