Customer Experience Specification Manager

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 purpose of the CX Specification Manager role is to deliver exceptional customer experiences by developing detailed customer experience playbooks, establishing metadata standards, advising on personalization strategies, and ensuring effective stakeholder engagement. This role integrates functional designs to create seamless customer interactions, enhancing satisfaction and loyalty. By maintaining clear metadata standards, the CX Specification Manager facilitates accurate campaign tracking, performance analysis, and data-driven decision-making. Partnering with brand marketing, Omnichannel Orchestration, Experience Intelligence, and Experience Architects, this role defines business requirements, manages project plans, and ensures alignment across stakeholders using workflow management tools. Additionally, the CX Specification Manager coordinates with QA leads for thorough campaign testing, manages content proofing processes, and ensures accurate measurement and analytics, driving strategic alignment and operational excellence.

Relationship

The CX Specification Manager role will report directly into the CX Specification Team Lead, within the broader Experience Operations function. This role will interface with all other teams across Customer Experience & Marketing Enablement, including Omnichannel Engagement, NextGen, Marketing Operations, Experience Intelligence, and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the Lead will interface with C IT, Media Marketing, as well as external, operational vendors, and Agencies.

Essential Functions

• Customer Experience Playbook: Create and maintain robust customer experience playbooks, integrating functional designs such as Visio flows, to illustrate seamless customer touchpoints and interactions throughout their journey with the brand. This playbook serves as a foundational guide, ensuring consistent experiences that reflect engagements to drive the brand's desired customer experiences, ultimately driving customer satisfaction and loyalty. These translate high-level brand experience strategy into detailed specifications. This includes inputs and outputs, segmentation requirements, message mapping/cadence requirements, rules for the population of dynamic modular content, and data/vendor integration requirements
• Micro-experience Documentation: Create and maintain functional documentation of micro-experiences, delineating the specific features, user pathways, and technical specifications that characterize each interaction. Outline the intended functionality and desired user interactions to serve as clear requirements for Experience Architects to efficiently implement micro-experiences within broader customer journeys
• Metadata Definitions: Responsible for defining and maintaining metadata standards at both campaign and program levels, ensuring consistency, accuracy, and relevance across all marketing initiatives. By establishing clear metadata definitions, this role facilitates effective campaign tracking, performance analysis, and data-driven decision-making, ultimately driving strategic alignment and optimizing marketing effectiveness
• Personalization Capabilities: Advises on personalization capabilities and best practices to drive enhanced experiences through segmentation, message mapping, engagement cadence, and content mapping
• Stakeholder Engagement: Partners with brand marketing, Omnichannel Orchestration, and Experience Architects to define and document the business requirements for omnichannel customer engagements. Develops and manages project plans and timelines; ensures full alignment across internal and external stakeholders and other partners. Submits campaign project requests to Execution teams via workflow management tool (Workfront); manage campaigns through their lifecycle using the workflow management tool
• UAT Support: Teams with QA leads to ensure campaigns are thoroughly tested end-to-end before go-live; approves pre-launch UAT test plans and test cases, pre-launch UAT results, and post-production testing results. Manages content proofing process. Ensures campaigns are tagged appropriately to enable measurement and analytics

Physical Requirements

Hybrid Policy: 3 days in office and 2 days remote.

Approximately 0-10% overnight travel.

Qualifications

• Bachelor’s degree preferred, relevant work experience can be substituted for degree
• 8+ years of patient marketing, database marketing, CRM, marketing, account management, project management and/or other related roles required. Pharmaceutical, retailor Financial Services industry experience preferred
• Advanced degrees or certifications in project management, digital marketing, or a related discipline are a plus
• Proven experience in creating and maintaining customer experience playbooks, integrating functional designs, and managing digital content projects
• Experience in defining and maintaining metadata standards and ensuring data-driven marketing effectiveness
• Strong understanding of digital content production, workflows, and supply chain management
• Proficiency in using project management and workflow tools such as Workfront
• Familiarity with content management systems (CMS) and digital asset management (DAM) systems
• Knowledge of personalization tools and techniques, including segmentation, message mapping, and engagement cadence
• Self-starter, highly organized, efficient, and capable of leading large meetings and driving them towards a common goal
• Strong project management, problem solving and analytical thinking skills
• Excellent written and verbal communication skills
• Proven ability to interface with people 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.