Associate Director - Patient Support Program CRM Product Owner

About the Department 

At Novo Nordisk, our Finance and Operations team is the engine that elevates holistic commercialization of our products. The Finance and Operations team works closely with the business across the organization to guide enterprise wide resource allocations, investment choices, drive core operations and develop insights to drive growth and operational excellence across the value chain while innovating for future capabilities. We regulate accounting, uphold workplace safety, manage our supply chain and sampling, support technology, provide commercial operations, insights & analytics, maintain our facilities and assure the integrity and completeness of all business transactions. At Novo Nordisk, you will have the opportunity to build a life-changing career in a global business environment. We encourage our employees to make the most of their talent. And we reward hard work and dedication with the opportunity for continuous learning and personal development. Are you ready to realize your potential?

 

The Position

The Patient Support Program (PSP) CRM Product Owner is responsible for driving the overall vision of the case management system and maximizing its potential among Novo Nordisk patient services. This role develops, manages, and prioritizes the product backlog, engages key stakeholders and sets expectations among PSP team colleagues. The Product Owner understands and supports business processes for PSPs utilizing the case management system, including Customer Care, NovoCare® reimbursement hubs (across multiple therapeutic areas) and Patient Assistance Programs. This individual is responsible for ensuring successful implementation and adoption of the system, shaping solutions, collaborating with IT to build requirements and driving change management.

The Product Owner will lead Novo Nordisk Inc. (NNI) Case Management system Life Cycle Management (LCM) activities include release management and issue/inquiries management, etc. This includes determining improvement and technological advancement to systems as well as coordinating RFPs, gathering requirements and working with NNI IT and vendors on actual systems development and deployment.  An ideal candidate will have a customer first mindset with an ability to balance needs spanning customer service, operations, marketing and compliance.

 

Relationships

Reports to the Director, PSP Analytics and Operational Excellence. Collaborates cross-functionally with internal teams, such as IT, Legal, Privacy, Patient Safety, Data Governance and Analytics, and Marketing, as well as with external service providers and technical development vendors.

 

Essential Functions

• Develop, manage, and prioritize the product backlog based on stakeholder feedback, market trends, and business objectives
• Identify and prioritize product features and enhancements that will deliver the greatest value to end users (agents) and Novo Nordisk customers
• Collaborate with cross-functional teams to ensure product requirements are defined and communicated clearly to the scrum team
• Be the single voice to the scrum team, ensuring that product goals and objectives are clearly understood
• Engage key stakeholders to gather feedback, identify pain points, and understand user needs
• Ensure successful implementation and adoption of the product
• Monitor product performance and make data-driven decisions to continuously improve the product
• Regularly communicate product updates and progress to stakeholders, ensuring transparency and alignment across the organization
• Provide final sign-off on system requirements (e.g., user stories, requirements, field mappings) and business processes ensuring they align with overall business objectives and system vision
• Participate in Sprint Demos to ensure the system build meets the agreed upon requirements
• Provide input and support to the NNI User Acceptance Team (UAT) lead on identifying UAT scenarios, script authoring and UAT execution
• Provide input and support to Change Enablement activities including Adoption Tracking, Stakeholder Analysis, and Change Impact
• Collaborate to build solid relationships with the cross-functional team and foster an environment where everyone feels included and respected
• Proactively assess and recommend operational best practices and work to ensure standardization and efficiencies across Patient Support Programs team
• Connect with stakeholders on reporting requirements, report delivery and overall performance management
• Maintain robust compliance, quality and privacy standards in handling customer information and programs
• Manage workload prioritization

 

Physical Requirements

0-10% overnight travel required.

 

Qualifications

• Bachelors degree