Customer Experience Architecture and Automation Lead

About the Department
Our Commercial Strategy and Marketing 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
The CX Architecture & Automation Lead is responsible for ensuring that MarTech architecture and campaign execution align with overarching business objectives and customer experience priorities. This role leads the design, implementation, and integration of MarTech solutions, supporting the execution of CX campaigns across MarTech platforms. The Lead provides strategic leadership fostering innovation, collaboration, and continuous improvement. They manage project deliverables, collaborate with cross-functional teams, and ensure compliance with best practices. Additionally, the Lead supports measurement, optimization, and innovation efforts to drive excellence in CX campaign execution and operational effectiveness.
Relationship
The role of CX Architecture & Automation Lead reports directly to the Experience Operations Lead as part of the Customer Experience & Marketing Enablement organization. This role will regularly interface with direct reports, including the HCP/Patient CX Specifications Team Lead, Experience Architecture Team Lead, Campaign Automation Team Lead, and CDP/NBA Program Team Lead. Additionally, this role will interface with all other teams across Customer Experience & Marketing Enablement, including Omnichannel Engagement, Next Generation Capabilities, Marketing Operations, Experience Intelligence and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the CX Architecture & Automation Lead will interface with brand and TA teams, as well as IT.
Essential Functions

• Strategy Execution: Ensure that MarTech architecture and campaign execution support overarching business objectives and customer experience priorities, in alignment with CX campaign strategies. Collaborate with campaign planning teams on defining the requirements for campaigns and new capabilities or tools to improve operational effectiveness. Lead teams gathering and analyzing requirements for CX campaigns, overseeing the design, implementation, and integration of MarTech solutions and directing the execution of CX campaigns across MarTech platforms
• Leadership & Team Management: Providing leadership and guidance to a team of CX campaign specialists, MarTech architects, and execution experts, focused on the adoption and execution of Adobe's Marketing cloud platforms and fostering a culture of innovation, collaboration, and continuous improvement. Develop the skills and capabilities of team members to drive excellence in CX campaign execution. Recruit, train and manage a team of employees and contractors. Support onboarding/training of Specialists & Campaign Planning Managers
• Project Management: Collaborate with the Experience Operations team to manage work intake, prioritize project deliverables, and resource allocation. ensure coordination between vendors and architecture and automation team
• Stakeholder Engagement & Collaboration: Collaborating with cross-functional teams, including marketing, IT, and data analytics, to ensure alignment of CX campaign initiatives with broader business objectives, facilitate data integration, and drive a unified customer experience across touchpoints. Keep stakeholders informed of developments in the organization or changes to business processes that might impact campaign operations. S Partner with Orchestration teams to develop acquisition strategies. Works across the enterprise to identify and integrate key data into CDP that is essential to meet business objectives
• Compliance & Best Practices: Own best practices for the Adobe platform and disseminate areas of continuous improvement information to the organization
• Measurement, Optimization, & Innovation: Support the Experience Operations Lead to establish KPIs, SLAs and quality standards for campaign execution and cost management. Support departmental status and operational reporting and assist in the generation and distribution of standard and ad hoc reports specifically out of Adobe Campaign. Work with campaign planning team on the development of campaign learnings and share across the organization
• MarTech Evolution: Drive the evolution of our Marketing Technology, including Customer Data Platforms, decisioning engines, journey orchestration platforms, and campaign execution tools, and deliver personalization capabilities across multiple channels. Exhibit understanding of Adobe Marketing Cloud capabilities, identifying new needed system features and communicating systems functionality and upgrades to the Digital Marketing organization
• Campaign Operations: Maintain documentation of business processes and the artifacts required to support campaign operations and hand-offs to execution and quality teams to facilitate workflow. Provide direction on operations procedures and guidance to optimize campaign builds, leveraging Campaign Management best practices. Define and deliver all reporting role responsibilities. Define, document and maintain business processes (work instructions, job aides, process swim lanes, project plan templates, etc.)

Physical Requirements
Approximately 20-30% overnight travel.
Development of People
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 in a digital marketing delivery, database marketing, CRM, account management or related field; Master's degree preferred
• 12+ years of experience including progressively responsible experience in MarTech architecture, customer experience management, or related fields
• Extensive experience with Adobe Marketing Cloud platforms, including Adobe Campaign and other relevant MarTech solutions
• Experience in managing digital campaigns and utilizing data analytics for CX improvement
• In-depth understanding of compliance requirements and best practices in MarTech and CX campaign management
• Ability to manage complexity including the leadership of work across competing priorities and multiple teams
• Strong strategic thinking and analytical skills including a data-driven mindset with the ablity to translate insights into actionable marketing strategies to guide customer experience
• Strong understanding of Regulatory, Compliance and ethical considerations when engaging HCPs/Patients preferred
• Proven track record of innovative CX tactics/high impact results (based upon metrics/ROI)
• Outstanding planning and organizational skills with exceptionally high attention to quality of detail and proven track record of results and follow-up
• Excellent communications and stakeholder management skills with the ability to influence senior management and collaborate with cross-functional teams across the organization
• Experience with collaborating with and managing external partners including agencies
• Embodies leadership behaviors including authenticity, servant leadership, will, empathy, decisiveness, driving focus and simplicity
• Excellent leadership and team management skills with the ability to inspire and motivate others
• People management experience required including a proven track record of development and coaching

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
At Novo Nordisk we recognize 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 communities we operate in. Together, we're life changing.
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.