Customer Journey Analyst

Category:Commercial Marketing

Location:Ciudad de México, Ciudad de México, MX
- .

Customer Journey Analyst

Are you passionate about understanding customer needs and creating meaningful, engaging experiences?

The Position
- As a _Customer Journey Analyst_ at Novo Nordisk, you will play a key role in shaping how we listen to and act on customer insights. Your responsibilities will include:
- Leading the Voice of Customer (VoC) programme, using both qualitative and quantitative methods to deeply understand customer perceptions, needs, and expectations.
- Conducting field immersions and on‑site visits with healthcare professionals and sales representatives to validate insights and collect real‑world perspectives.
- Translating customer learnings into actionable recommendations for Medical, Marketing, Sales, and Omnichannel teams.
- Building, updating, and optimising end‑to‑end customer journey maps for key customer profiles, identifying pain points, unmet needs, and opportunities to enhance engagement.




- Collaborating with cross‑functional stakeholders to align touchpoints, messaging, and engagement tools with customer expectations.
- Driving innovation projects focused on improving customer experience through new methodologies, digital solutions, and testing.
- Designing and executing pilots and prototypes to validate new ideas and trial innovative engagement approaches.
- Partnering with internal teams to scale successful solutions and embed them into core operational processes.

Qualifications
- Degree in Marketing, Digital, Finance, or a related field.
- 2+ years of experience in project management, transformation, innovation, or data‑driven initiatives (pharma experience is not required).
- Advanced English.
- Familiarity with Agile methodologies.
- Strong strategic thinking, creativity, and an innovation‑oriented mindset.
- Experience with data analysis, BI tools, or CRM reporting platforms.

About the Department
- You will be part of

📌 Customer Journey Analyst (Ciudad de México)
🏢 Novo Nordisk
📍 Ciudad de México