Executive Director - Consumer Model and Experience Strategy

Strategic Commercial Innovation And Customer Experience Lead

Our Marketing & Patient Solutions 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 :

Lead and own the strategic vision for commercial innovation and customer experience across therapy areas with a primary focus on obesity and related cross-therapeutic opportunities. Identify and develop alternative commercial business models strategy, partnerships, and value-added services that focus on delivering on consumer needs / expectations, maximize near term market potential and improve patient and HCP experiences. Use rigorous feasibility, viability, and impact assessments to inform leadership decisions and de-risk scale-up.

Relationships :

Reports directly to the Senior Vice President of USO Marketing & Patient Solutions (MPS). This role collaborates closely with US Therapeutic Area Marketing teams, Patient Support Solutions, Enterprise Insights, Market Access and Public Affairs (MAPA) Alternative Model team and other USO MPS teams and serves as a key member of the USO MPS Team leadership team. The Executive Director will interact with cross-functional teams including Sales Excellence, Enterprise Insights, Digital Data & Information Technology (DDIT), Enterprise Data & Advanced Analytics, Portfolio Strategy, Pipeline, Medical, Legal, HR, and Market Access, as well as manage relationships with global partners, external vendors, and agencies.

Essential Functions :

• Strategic Leadership and Vision
• Define and articulate a compelling, customer-centric commercial strategy that integrates innovation in business models, distribution channels, digital solutions, and service offerings to drive growth, differentiation and modernize how Novo Nordisk meets / exceeds consumer expectations
• Owns portfolio strategy, prioritization and go / no-go decisions for alternative models and partnerships
• Set strategic priorities and translate them into multi-year plans, measurable objectives, and investment recommendations for senior leadership
• Alternative / Innovative Business Models
• Accountable for investment recommendations and enterprise-level governance of alternative model initiatives
• Identify and evaluate new commercial opportunities and design partnership frameworks that deliver mutual value and measurable outcomes
• Explore and develop service innovations that complement product portfolios and enhance retention and outcomes
• Customer Experience & Behavioural Design
• Lead end-to-end customer experience strategy and journey design for patients, HCPs, and other stakeholders; incorporate behavioural science and human-centered design to create meaningful, measurable interactions and improve adherence and satisfaction
• Map consumer / patient journeys, identify pain points and opportunities across discovery, diagnosis, access, treatment, onboarding, and ongoing support, and prioritize interventions that yield high ROI
• Market Insights & Strategic Analysis
• Partner with Enterprise Insights to provide an outside-in perspective on market evolution, competitor activity, and emerging technologies
• Translate insights into strategic opportunities and cross-therapeutic applications
• Guide rigorous feasibility and viability assessments to validate market fit and inform go / no-go decisions
• Pilots, Measurement & Scale
• Design and run pilots to test new models and experiences in controlled environments. Define KPIs and success criteria; collect quantitative and qualitative data to iterate and optimize offerings prior to scale-up
• Primary outputs : strategic roadmaps, investment cases, governance decisions
• Establish governance for performance monitoring and continuous improvement; synthesize pilot and market data into clear recommendations for scaling investments and organizational adoption
• Cross-Functional Partnership & Governance
• Leads cross-functional governance council and chairs pilot-governance to approve scaling decisions. Act as a cross-functional leader collaborating with USO Marketing & Patient Solutions, Market Access & Pricing Analytics (MAPA), Enterprise Insights, CMR, Sales, Medical, Legal, Compliance, Finance, DDIT, HR and external partners / agencies to ensure alignment and execution
• Financial & Portfolio Management
• Partner with Finance to develop financial models, forecasts, and ROI frameworks for new commercial initiatives
• Lead resource planning, prioritization, and budgeting for the portfolio of innovation projects and CX initiatives
• People Leadership & Capability Development
• Lead, coach and develop a high-performing team; ensure individual development plans, clear goals, and accountability. Promote an inclusive environment that fosters creativity and cross-functional collaboration
• Drive knowledge management and capability building in human-centered design, behavioural science, and evidence-based marketing across the organization

Physical Requirements :

20-30% overnight travel required.

Development Of People :

Supervisory. Ensure that reporting personnel have individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business, and that interim reviews are held so that their work is focused on those priorities, and they understand their level of accountability for results and the measurement process. Ensure that the IDP forms include completed learning and aspiration plans and are in place for all reporting personnel to enable the achievement of goals and capability to assume increased levels of responsibility. Manage the application and communication of all Novo Nordisk policies, procedures, and Novo Nordisk Way.

Qualifications :

Bachelor's degree required; Master's (MBA, MPH, or related) preferred

12+ years of progressive commercial experiencepreferably in healthcare / life sciences and ideally across obesity or related therapeutic areaswith a proven track record in commercial strategy, business development, customer experience, or product management and demonstrated success driving commercial excellence and innovation at scale. Translate complex data into clear strategic recommendations

Demonstrated track record designing and launching alternative commercial models, strategic partnerships, and CX transformations at scale

Strong analytical skills with proven ability to build financial models, conduct feasibility / viability assessments

Experience using behavioural science and human-centered design to drive customer engagement and outcomes

Excellent stakeholder management, influencing skills, and experience working with senior leadership and cross-functional teams

Experience managing teams and external agencies; strong presentation and communication skills

Comfortable operating in ambiguity, taking calculated risks, and iterating quickly based on real-world feedback

The compensation package for this role is competitive and consists of an annual base salary ranging from $222,500 to $389,000. This is determined by multiple factors, including specific US work location, job related skills, experience, relevant education or training, and internal equity considerations, ensuring alignment with industry standards. Additionally, this position qualifies for a performance-based bonus, reflecting both individual and company achievements. Novo Nordisk provides substantial long-term incentive and company vehicles based on the role and other corporate considerations. Our employees benefit from retirement savings plans, comprehensive medical, dental, and vision coverage, alongside life and disability insurance. These offerings are complimented by flexible spending accounts and a robust employee assistance program. We are committed to supporting our team's growth and well-being with programs like tuition reimbursement and voluntary benefits, including group legal, critical illness, identity theft protection, pet insurance, and auto / home insurance. Our time-off offerings include sick leave, a flexible vacation policy, and parental leave, fostering a balanced and supportive work environment.

Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations. If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.