Channel Strategy Owner - Customer Portal

Novo Nordisk

402d

About The Position

The Channel Strategy Owner for the Customer Portal at Novo Nordisk is responsible for leading the development and execution of a comprehensive strategy for healthcare professional (HCP) customer portals. This role focuses on ensuring that the portal aligns with organizational goals, enhances user experience, and drives continuous improvement through data-driven insights. The position involves overseeing various HCP-owned channels, including web, email, and SMS, while fostering a culture of best practices and collaboration across teams.

Requirements

• Bachelor's degree is required.
• 10+ years of experience in digital strategy development, customer portal management, or related fields.
• Proven track record of developing and implementing successful portal strategies in a complex, multi-stakeholder environment.
• Experience with content management systems (CMS) and customer relationship management (CRM) platforms.
• Strong understanding of user experience (UX) design principles, including user research and usability testing.
• Proficiency in using analytics tools (e.g., Google Analytics, Adobe Analytics) to monitor and analyze portal performance metrics.
• Familiarity with web development processes and technologies.
• Knowledge of best practices in content strategy and management for digital platforms.
• Ability to manage complexity and lead work across competing priorities.
• Strategic thinking and analytical skills to translate insights into actionable marketing strategies.

Nice To Haves

• Experience in healthcare or pharmaceutical industry.
• Familiarity with global privacy laws (e.g., GDPR, CCPA).
• Strong leadership and communication skills.

Responsibilities

• Lead the development of a comprehensive strategy for the customer portal that aligns with organizational goals and objectives.
• Drive best practices and optimizations across HCP Owned Channels including web, email, SMS, and digital assistant to deliver superior customer experience.
• Cultivate a culture of continuous learning and improvement by sharing industry best practices and emerging trends in customer portals.
• Lead strategic initiatives to disseminate best practices through training sessions and campaign performance analysis.
• Oversee the design, development, and optimization of the customer portal to ensure it meets user needs and delivers a seamless user experience.
• Develop a content strategy for the customer portal that aligns with user needs and organizational objectives.
• Ensure the customer portal provides an optimal user experience by overseeing UX design efforts, including user research and usability testing.
• Monitor and analyze portal performance metrics to identify areas for improvement and optimization.
• Collaborate with internal stakeholders to ensure alignment of portal initiatives with broader business objectives.
• Develop and implement a comprehensive consent management strategy across all acquisition channels.

Benefits

• Competitive salary and performance bonuses.
• Health insurance and wellness programs.
• 401k retirement savings plan with matching contributions.
• Flexible work arrangements including hybrid work policy.
• Professional development opportunities and continued education support.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: Bachelor's degree