Quality Focused Customer Experience Manager
8 hours ago
We are seeking a highly motivated and organized individual to join our Digital Health & Staffs Quality department at Novo Nordisk. As a key member of our team, you will be responsible for creating and maintaining a quality-focused and compliant Customer Service framework that supports the company's continuous growth and focus on patients throughout the entire customer journey.
Key Responsibilities:
- Design and Implement Compliant Processes: Provide QA input on designing and implementing compliant Customer Service processes that meet existing and future business needs, such as the launch of new products and business models.
- Advising Stakeholders: Advise process managers and stakeholders within Customer Service to ensure they work in compliance with applicable regulatory and internal requirements, and in alignment with interfacing processes.
- Review and Approval: Review and approve corporate documentation (SOPs) and training materials related to Customer Service, with a high focus on content compliance, accuracy, and consistency.
- Process Management: Participate in process management activities and process improvement initiatives/projects.
- Regulatory Monitoring: Monitor the regulatory environment around the processes and interlinks with others to identify and document any impact on Customer Service.
You will also be advising relevant areas on the content and requirements of the Quality Management System, supporting the organization during audits and inspections, and working on findings.
Requirements
- A master's degree within Management or similar.
- Experience with Customer Service processes.
- Great communication and stakeholder management skills.
- Excellent command of English.
- Experience with Quality Assurance tasks and knowledge of GxP requirements and/or ISO9000 and ISO13485 would be advantageous.
We are looking for a candidate with a quality mindset, high attention to detail, and the ability to influence others and set direction. You should have experience influencing process improvements and finding solutions to complex challenges. Flexibility is key to re-prioritize and adapt to change. You are self-driven and structured, with a can-do attitude.
About Our Team
Digital Health & Staffs Quality consists of a group of engaged and motivated QA Specialists and Project Managers. We are QA-responsible for global Digital Health projects and solutions and act as a Digital Health Quality Competency Center for Novo Nordisk world-wide. Additionally, we are QA-responsible for Novo Nordisk processes within Customer Complaints, Customer Service, and other Staff areas.
Our Company Culture
We drive change and strive for excellence without fixating on perfection. We never shy away from opportunities to develop, we seize them. From research and development, through to manufacturing, marketing, and sales – we are all working together to advance patient care.
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