Position

Customer Service Experience Manager

Stellenbeschreibung

Stellenbeschreibung

Lage

Zurich, Switzerland

Stellenkategorie

Marketing and Market Access

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This position will not be based from Switzerland, however we are open to consider applicants from across Europe to be based from their local country.

 

About the department

As a key driver of Novo Nordisk’s future growth, International Operations (IO) is the largest operational unit in Novo Nordisk and covers more than 190 countries and 95% of the world’s population. Around 430 million people are living with diabetes in these countries and an estimated 570 million live with obesity. We serve 25 million people each day living with chronic diseases. Novo Nordisk International Operations, Strategic Operations (IO-SO), is head quartered in Zürich, Switzerland.

 

The position

As the Customer Service Experience Manager, you will modernise the Customer Service infrastructure to support day-to-day operations, strengthen resilience to external shocks or unexpected events and improve our readiness for more complex enquiries, which are an expected result due to the increasing number of digital initiatives and launches of more novel Digital Health (DH) solutions.

You will help to plan and coordinate business activities to ensure the project is running smoothly, on time and within budget. You will assume the role of the Organisational Change Management (OCM) lead, driving the implantation of a new, centralised customer service setup in close collaboration with the Customer Experience Lead and supporting team.

In this position, you will engage the organisation in embracing and adopting the new customer service setup, by building the right level of readiness, energy, and ownership around the upcoming changes.

You will develop and deliver engaging and timely communication to the organisation, utilising the different communication channels which are available, and support the overall stakeholder management of the programme, driving alignment and clarity of the communication about the different projects to the organisation.

In addition, you will support with ad hoc project management tasks, including budgeting and planning activities.

 

Qualifications

• You have a minimum of 3 years’ experience in rolling out global projects and managing change for large business transformation initiatives in a global organisation.


• You have past experience and proven success working in Customer Service.


• You have hands-on customer journey and use journey planning and delivery experience, including end-to-end execution of the customer experience and related workflow planning.


• You have formal training in project management and are familiar with Agile working methods.


• You bring broad business understanding and extensive experience with global OCM activities.


• Experience or familiar with the pharmaceutical industry is preferred.

 

Working at Novo Nordisk

Novo Nordisk offers an excellent inclusive culture with a focus on healthy living, flexible working and corporate social responsibility activities. The Novo Nordisk Way includes our vision, our values and our commitment to ensure we are a great place to work and we want you to be a part of that!

At Novo Nordisk we recognise that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and the communities we operate in.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants. We are happy to discuss flexible working, depending on the role and subject to business needs.

 

Contact

If you believe you are qualified, and are willing to take the challenge, please send your motivation letter, CV and relevant documentation directly via our online application tool.

 

Deadline

Please submit your application via our online application tool by Wednesday 30th June.

 

Millions rely on us 

At Novo Nordisk, we don’t wait for change. We drive change. We’re a dynamic company in an even more dynamic industry, and we know that what got us to where we are today is not necessarily what will make us successful in the future. We embrace the spirit of experimentation, striving for excellence without fixating on perfection. We never shy away from opportunities to develop, we seize them. Working at Novo Nordisk is working toward something bigger than ourselves, and it’s a collective effort. Novo Nordisk relies on the joint potential and collaboration of its more than 40,000 employees to change the lives for the better for millions of patients living with diabetes and other chronic diseases. Together, we go further. Together, we’re life changing.

 

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