Customer Experience and Human Centered Design Lead

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 Customer Experience and Human Centered Design Lead will craft an ambitious experience vision for NNI and lead the delivery of exceptional, personalized customer experiences at all touchpoints (direct and indirect) that impact our stakeholders across the healthcare ecosystem. This critical role calls for a customer-obsessed strategic thinker to develop the strategy and roadmap, championing design excellence, embracing best practices, and continuously refining the customer journey to minimize friction and maximize resonance. The candidate will possess deep expertise and hands-on experience in design thinking, service and UX design (including blueprinting), and customer insights, all vital to fostering a customer-centric culture at Novo. This leader will be the driving force behind innovation, creating lasting customer value and defining the future of care for our patients. This leader will have had prior success in linking CX outcome to business impact.

 

Relationships

Reports to the Head of Commercial Excellence & Innovation. Responsible for collaborating with CS&M TA leads as well as other cross functional groups as needed (sales, MAPA, enterprise strategy, etc.) to integrate best practices and drive customer experience innovation. The Customer Experience Strategy and Design Lead is a people manager role with a potential team inclusive of a service design/experience blueprint lead, journey analytics manager, UX/UI researcher, digital health and connected care lead, applied behavior science and experimentation lead andan interaction designer.

 

Essential Functions

• Strategic Leadership and Planning: Drive development of comprehensive customer experience (CX) vision and service design strategy aligned with CS&M’s goals and vision. Identify and prioritize key projects or initiatives to enhance customer engagement
• Customer Insights: Utilize data analytics, customer feedback, and market research to understand customer behaviors, needs, and preferences, translating these insights into actionable strategies. Create overarching strategy for the approach to the customer experience blueprints to ensure customer experience strategies fit the assessed customer needs
• Experience Design: Lead the design and implementation of seamless and personalized customer experiences across all channels and touchpoints, ensuring consistency and excellence. Utilize behavioral science and UX/UI research to inform design decisions and improve user interactions. Outputs include blueprints for patients, healthcare providers and broader ecosystem
• Innovation and Technology: Foster a culture of innovation by staying abreast of industry trends, emerging technologies, and best practices in CX and service design. Drive innovation by exploring new tools, platforms, and methodologies to enhance customer interactions. Implement and manage digital solutions to support personalized and data-driven customer experiences
• Collaboration: Works cross-functionally with CS&M teams, sales, MAPA, IT, and other cross-functional stakeholders to ensure customer-centricity in all initiatives and touchpoints