Associate Director, Omnichannel Intelligence and Optimization

About the Department

Our Marketing & Patient Solutions 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

Novo Nordisk is in search of a customer-obsessed, data-driven omnichannel Analytics SME with a passion to deliver robust actionable insights and a hunger to optimize the customer experience. The purpose of the Customer Experience Intelligence Insights Lead is to implement and lead a TA aligned CX reporting and insights strategy aligned with the overall CX data strategy, ensuring that analysis effectively supports organizational goals and enhances omnichannel customer engagement. This role involves leading and coordinating the omnichannel reporting and insights team, developing comprehensive and accurate analysis deliverables, and generating meaningful insights to inform strategic decision making. The lead will implement metrics and KPIs to measure the success and impact of CX initiatives, promote data democratization, and facilitate collaboration with TA aligned brand teams and omnichannel experience leads. You will work to embed a culture of experimentation and maintain a learning library of optimization insights by empowering rapid hypotheses generation aligned to strategic OKRs to optimize customer engagement and business outcomes. Furthermore, the lead will monitor performance, provide feedback, support team development, and develop a comprehensive framework for utilizing reporting technologies such as Google Analytics, Customer Journey Analytics, and Tableau to maintain a competitive edge and drive excellence in customer engagement.

Relationships

The Associate Director, Campaign Intelligence & Optimization Lead sits within the Omnichannel Intelligence team, part of the broader Customer Engagement & Channel Experience function, and reports directly to the Omnichannel Intelligence leader and will work closely with brand stakeholders. This role offers high visibility and close partnership across a broad network of internal and external partners.

Essential Functions

• Reporting Strategy & Analytics Activation: Execute a CX analytics strategy that activates insights across customer touchpoints to drive business impact. Partner with stakeholders to prioritize high value analytics use cases, translate objectives into outcome driven requirements, and ensure effective delivery through strong business–technical collaboration. Own model performance end to end—driving adoption, optimization, and scale to maximize long term value.
• Insights Generation Leadership: Lead an end to end omnichannel insights capability that translates brand priorities into measurable business outcomes. By directing a team of analysts aligned to strategic objectives, this role ensures the identification of critical business questions, generation of insight led narratives, and activation of data driven recommendations that improve customer engagement and omnichannel performance.  
• KPI Measurement Framework: Lead cross functional stakeholders to define a comprehensive CX KPI measurement framework that translates brand priorities into clear, outcome based metrics. This framework will enable reliable benchmarking, scalable BI visualization, and ongoing, cadenced analysis to inform optimization and strategic decision making.
• Strategic Stakeholder Engagement & Partnership:  Serve as a trusted strategic partner to senior leaders and cross functional teams across Marketing, Sales, Compliance, IT, and Omnichannel to ensure analytics and reporting str