Senior Manager Customer Journey and Insights

Department: Digital & Customer Engagement

Location: Warsaw, Poland

Shape how millions of patients and healthcare professionals experience Novo Nordisk – by designing the journeys that connect them to the care they need, across every channel and touchpoint.

Your new role

As Senior Manager Customer Journey and Insights, you will drive the development and execution of BA EAST's customer engagement agenda – designing, coordinating and continuously improving the digital customer journey across both patient and HCP touchpoints. With a primary focus on patients as consumers, you will ensure that real customer needs, barriers and motivations are reflected in how Novo Nordisk communicates and engages across channels, while delivering seamless experiences across solutions, platforms and external partners.

Working closely with HCP Marketing, Medical Affairs, Digital & Commercial Excellence, Business Development, External Affairs and local market teams, you will translate customer insights and performance data into practical recommendations and high-quality execution.

Your key responsibilities will include:

• Developing and maintaining HCP and patient journey frameworks across relevant touchpoints, from awareness and education through diagnosis, treatment initiation and ongoing engagement
• Identifying customer needs, pain points and funnel leakage, and supporting initiatives that improve the patient experience and drive HCP decisions towards conversion
• Designing and optimising HCP and patient-focused campaigns and digital experiences across websites, social media, CRM, search, paid media, digital health solutions and other relevant channels, including those of external partners
• Translating customer, market and performance insights into actionable recommendations for audiences, channels, content, activation and optimisation
• Coordinating customer insight activities including research, segmentation, journey mapping, social listening and digital analytics to produce meaningful feedback
• Supporting the investment and implementation of KPI frameworks, monitoring performance and using data to guide test-and-learn initiatives and continuous improvement
• Identifying gaps and opportunities for optimising processes and enhancing capabilities in affiliates
• Coordinating external agencies, research partners and technology suppliers, while managing relevant projects, timelines and deliverables
• Ensuring that customer-facing activities comply with Novo Nordisk standards, privacy requirements and applicable local regulations

Your new department

You will join BA EAST’s Marketing & Medical organization. The team is responsible for driving commercial performance, customer engagement, launch readiness and strategic execution across multiple markets. Operating in a dynamic and evolving healthcare environment, the department brings together diverse perspectives and expertise to improve patient outcomes, strengthen customer engagement, and deliver sustainable business growth. Senior Manager Customer Journey and Insights position will play a key role in accelerating the organisation’s consumer-centric transformation while fostering close collaboration variety of internal and external stakeholders.

Your skills & qualifications

We are looking for a customer-centric and data-driven professional who combines strategic thinking with strong execution skills. You will bring:

• A relevant Bachelor's or Master's degree in Marketing, Business, Digital, Consumer Psychology, Behavioural Science, Communications, Data Analytics or a related field
• At least 5–8 years of experience in customer experience, digital or omnichannel marketing, consumer engagement, CRM, customer insights, strategy consulting or a related area
• Experience in designing and improving customer journeys, integrated communication plans and digital experiences across multiple channels
• Strong understanding of consumer behaviour, customer experience, digital channels and content ecosystems, with a demonstrated data-driven mindset and the ability to translate customer, market and performance insights into clear recommendations and business actions
• Hands-on experience with KPIs, analytics, CRM, marketing automation, web analytics, customer data platforms, Power BI or similar dashboards, social listening or experimentation tools
• Proven experience working cross-functionally in international and matrix organisations, including managing agencies, research partners or technology suppliers
• A structured, analytical and solution-oriented mindset, with curiosity, resilience and a strong focus on the customer
• Excellent written and verbal communication skills in English
• Understanding of the pharmaceutical, healthcare, medical device, FMCG or another regulated industry would be an advantage

Working at Novo Nordisk

Every day we seek the solutions that defeat serious chronic diseases. To do this, we approach our work with determination, constant curiosity and a commitment to finding better ways forward. For over 100 years, this dedication has driven us to build a company focused on lasting change for long-term health. One where diverse thinking, shared purpose and mutual respect come together to create extraordinary results. When you join us, you're not just starting a job – you're becoming part of a story that spans generations.

What we offer

There is, of course, more on offer here than the uniqueness of our culture and the extraordinary results we produce. Being part of a global healthcare company means opportunities to learn and develop are all around us, while our benefits are designed with your career and life stage in mind.

Salary: For this role, the Annual Base Salary ranges from 309,870.00 to 542,270.00 PLN, corresponding to the level of the position. The placement within the salary range will be assessed during the recruitment process based on the candidate’s skills, competencies, knowledge, and relevant experience.

Incentives and Benefits: The salary package may include short-term and/or long-term incentives as well as other employee benefits based on position level, location, functional area and relevant market benchmarks. Learn more about our Reward Philosophy here.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.