Senior Analyst, Patient Support Analytics

About the Department

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.

About the Role

The purpose of the Senior Analyst, Patient Support Analytics role is to transform patient support, self-pay, affordability, pharmacy, and operational data into meaningful insights that improve patient access to therapy and strengthen program performance. The role provides accurate reporting, actionable insights, and decision support to help identify access barriers, understand patient behavior, optimize self-pay and financial-assistance pathways, and improve treatment initiation, fulfillment, and persistence.

Relationships

This position reports to the Director of Patient and Customer Experience Insights. Other key relationships include interactions with Patient Support Services, Information Technology, Data Governance, Brand Teams, Market Access, Finance, Omni channel, and other NNI and global stakeholders. External relationships include relations with external consultants, patient support service providers, and organizations.

Responsibilities

• Collect, integrate, validate, and analyze data from patient support programs, customer experience platforms, self-pay channels, pharmacies, affordability programs, and other internal and external data sources.
• Analyze patient and customer journeys to identify trends, access barriers, service gaps, pain points, and opportunities to improve the overall experience.
• Evaluate program performance using key measures such as enrollment, conversion, time to therapy, fulfillment, abandonment, self-pay utilization, satisfaction, engagement, and persistence.
• Conduct trend, segmentation, journey, funnel, and root-cause analyses to understand patient and customer needs, behaviors, and outcomes.
• Ensure data accuracy and consistency by reconciling information across vendors, systems, dashboards, and reporting sources.
• Transform data into insights that guide executive decisions on customer segments, needs, and behaviors.
• Identify key drivers of patient and customer behavior, including access challenges, financial barriers, service interactions, and unmet needs.
• Develop concise, executive-ready summaries that clearly communicate findings, business implications, risks, and recommended actions.
• Design, develop, and maintain dashboards, scorecards, recurring reports, and ad hoc analyses that provide visibility into patient support and customer experience performance.
• Create clear data visualizations that communicate the patient and customer journey and highlight key trends, issues, and opportunities.
• Establish standardized metrics and reporting frameworks for patient support, self-pay, affordability, customer feedback, satisfaction, and operational performance.
• Work closely with cross-functional teams including PSS, Market Access, Finance, and IT to ensure alignment and integration of patient support analytics.
• Partner with stakeholders to understand their data needs and provide relevant insights to support decision-making.
• Identify customer trends, issues, and opportunities to inform strategy.
• Measure success of customer improvement programs; analyze feedback to identify pain points and root causes.
• Leverage analytics and AI to enhance actionability and depth of insights.
• Create compelling data visualizations and dashboards that tell the customer story.
• Stay current with industry trends and best practices in patient support analytics and data science.
• Encourage innovation and adopt new analytical tools and techniques to enhance capabilities.

Requirements

• Bachelor’s degree required; concentration in data science, statistics, economics, public health, or related field preferred.
• 2+ years applied analytics experience required; 1-year pharmaceutical industry experience preferred.
• Experience with pharmaceutical Longitudinal Access & Adjudication Data (LAAD) preferred.
• Strong SQL skills; working knowledge of Python/R; experience and understanding of AI.
• Excellent oral and written communication skills.
• Proven ability to monitor, track, and develop programs, and adhere to timelines.
• Proven experience developing successful data visualization tools.
• Strong analytical skills with a demonstrated ability to translate data into insights and actionable recommendations.

Physical Requirements

0-10% overnight travel required.

Pay

The base compensation range for this position is competitive and determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance. Novo Nordisk offers long-term incentive compensation and/or company vehicles depending on the position's level or other company factors.

Benefits

• Medical, dental, and vision coverage.
• Life insurance and disability insurance.
• 401(k) savings plan.
• Flexible spending accounts.
• Employee assistance program.
• Tuition reimbursement program.
• Voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance, and auto/home insurance.
• Time off pursuant to the company's sick time policy, flex-able vacation policy, and parental leave policy.