Voice of Customer Program 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 Voice of Customer (VoC) Program Lead will spearhead the enterprise-wide Novo Nordisk Inc (NNI) VoC strategy, elevating customer-centric decision-making across all business functions. This senior level role will serve as a critical driver of the organization's transformation towards customer obsession, using insights from direct, indirect, and inferred feedback to shape strategic direction and improve the overall customer experience.

This leader will play a crucial role in ensuring that Voice of Customer insights are synthesized and democratized across the organization, working closely with DDIT, Enterprise Insights, and Advanced Analytics to leverage cutting-edge technologies and platforms. You will collaborate with the Customer Experience (CX) organization to apply these insights, helping drive a more personalized, customer-centric approach across all interactions and touchpoints.

As the senior leader of the VoC program, you will define the roadmap for how we listen, interpret, and act on customer feedback at scale. You will guide the integration of traditionally siloed data sources—such as social media, field, customer service, surveys, and advanced analytics—into a unified program that provides a comprehensive, 360-degree view of customer needs, preferences, and friction points. Your leadership will ensure that these insights translate into actionable business strategies that drive both short-term results and long-term growth.

Please note, this role does not involve conducting primary market research. Instead, the Voice of Customer Leader will focus on synthesizing and leveraging existing customer feedback from multiple sources with an emphasis on capturing real-time, continuous feedback to generate actionable insights that inform strategic decisions and improve customer engagement across the organization.

 

Relationships

Reports to the Head of Commercial Excellence and Innovation. Collaborate with teams across the organization, including CS&M, One Impact Teams, CMR, Market Access, Finance, Enterprise Insights, Advanced Analytics, Patient Services and Sales, to ensure customer feedback is integrated into their processes and initiatives. The voice of customer program lead will build a team to support the needs of the function.

 

Essential Functions

• Strategic VoC Strategy Program Development: Own, shape and elevate VoC strategy. Design and implement a comprehensive VoC program, including the selection of tools and methodologies for capturing customer feedback, in alignment with business objectives. Create a roadmap for VoC initiatives, identifying key areas of focus and prioritizing efforts based on business needs and customer impact
• Data Collection and Management: Oversee the selection, implementation and management of tools or platforms for collecting customer feedback. Ensure data quality and integrity within the VoC program
• Customer Insights and Analysis: Gather and analyze customer feedback from various sources (surveys, social media, customer service interactions, etc.) to identify trends, preferences, pain points, and opportunities for improveme