Senior Customer Experience Specification Manager

About The Department

The 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 Position

The purpose of the CX Specification Manager role is to deliver exceptional customer experiences by developing detailed customer experience playbooks, establishing metadata standards, advising on personalization strategies, and ensuring effective stakeholder engagement. This role integrates functional designs to create seamless customer interactions, enhancing satisfaction and loyalty. By maintaining clear metadata standards, the CX Specification Manager facilitates accurate campaign tracking, performance analysis, and data-driven decision-making. Partnering with brand marketing, Omnichannel Orchestration, Experience Intelligence, and Experience Architects, this role defines business requirements, manages project plans, and ensures alignment across stakeholders using workflow management tools. Additionally, the CX Specification Manager coordinates with QA leads for thorough campaign testing, manages content proofing processes, and ensures accurate measurement and analytics, driving strategic alignment and operational excellence.

Essential Functions

• Create and maintain robust customer experience playbooks, integrating functional designs such as Visio flows, to illustrate seamless customer touchpoints and interactions throughout their journey with the brand.
• Create and maintain functional documentation of micro-experiences, delineating the specific features, user pathways, and technical specifications that characterize each interaction.
• Define and maintain metadata standards at both campaign and program levels, ensuring consistency, accuracy, and relevance across all marketing initiatives.
• Advises on personalization capabilities and best practices to drive enhanced experiences through segmentation, message mapping, engagement cadence, and content mapping.
• Partners with brand marketing, Omnichannel Orchestration, and Experience Architects to define and document the business requirements for omnichannel customer engagements. Develops and manages project plans and timelines; ensures full alignment across internal and external stakeholders and other partners.
• Teams with QA leads to ensure campaigns are thoroughly tested end-to-end before go-live; approves pre-launch UAT test plans and test cases, pre-launch UAT results, and post-production testing results. Manages content proofing process. Ensures campaigns are tagged appropriately to enable measurement and analytics.

Qualifications

• Bachelor’s degree preferred; relevant work experience can be substituted for degree
• 8+ years of patient marketing, database marketing, CRM, marketing, account management, project management and/or other related roles required
• Pharmaceutical, retail, or financial services industry experience preferred
• Advanced degrees or certifications in project management, digital marketing, or a related discipline are a plus
• Proven experience in creating and maintaining customer experience playbooks, integrating functional designs, and managing digital content projects
• Experience in defining and maintaining metadata standards and ensuring data-driven marketing effectiveness
• Strong understanding of digital content production, workflows, and supply chain management
• Proficiency in using project management and workflow tools such as Workfront
• Familiarity with content management systems (CMS) and digital asset management (DAM) systems
• Knowledge of personalization tools and techniques, including segmentation, message mapping, and engagement cadence
• Self-starter, highly organized, efficient, and capable of leading large meetings and driving them towards a common goal
• Strong project management, problem solving and analytical thinking skills
• Excellent written and verbal communication skills

Pay

The base compensation range for this position is $120,300 to $222,600. Base compensation is determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance.

Benefits

Novo Nordisk offers long-term incentive compensation and or company vehicles depending on the position's level or other company factors. Employees are also eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance.

Schedule

Employees are eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance.