Customer Experience Lead- EU

Site Name: UK - London - Brentford, Warsaw

Posted Date: Apr 29 2024

We're excited to be moving to our vibrant new home on New Oxford Street in central London from the end of June 2024. At GSK HQ, we're building an energising space where we can connect, collaborate and get ahead of disease together. Designed especially for us, it'll be one of the healthiest workplaces in the world, with best-in-class tech and bright, light spaces to help us thrive.

Role : Customer Experience Lead- EU

Location : UK or Poland

Duration of the role : 18 month

Job Purpose

The Digital Fuel organization is focused on bringing data and customer experiences to life. We harness the power of data and technology to ignite experiences that matter to patients, customers and GSK. We are a diverse team of x-functional talent who are creative, innovative, and accountable for impact. The Accelerator Team is a vital pillar of this organization, executing digital-only customer experiences across the GSK portfolio in markets outside the US.

The Cx Lead will play pivotal role in leading and executing disruptive innovative strategies that elevate customer engagement, satisfaction, and loyalty in line with business strategy & customer/patient needs, whilst delivering revenue growth, differentiating GSK from competitors.

The ideal candidate will bring a unique blend of creativity, strategic thinking & pharmaceutical industry knowledge to champion & drive cross-enterprise customer-centric solutions.

This role will report directly to the Cx Director EU Region within Digital Fuel Accelerator Team and will have direct people leadership for group of Delivery Managers and play pivotal role in leading existing as well as establishing new Scrum Teams to successfully deliver the Digital Fuel business proposition as trusted business partner – highly accountable GSK experts, fully integrated into GSK infrastructure & latest Tech advances, committed to driving superior Cx & maximum impact - #AheadTogether

Key Responsibilities:

1. Lead the business partnership with key Markets to build strong Digital-Only or Digital Hybrid strategy, aligned to Global Brand strategy and market specifics for prioritized GenMed brands.

• Form clear business cases for expansion opportunities in other TAs, including necessary investment & mobilise resources in partnership with Cx Director

2. Lead cross-functional team to build insight based operational plan and secure excellence in execution with proper performance management in place.

• Manage cross-functional Global, Regional, Local stakeholders and third parties to execute flawlessly, including MOC, 3rd party vendors to ensure timely execution of campaigns / channels with appropriate regional governance.
• Establish key performance indicators to measure the impact of CX initiatives and lead team as well as internal/external partners to ensure regular Input-Lead-Lag indicator analysis, distilling key insights and engaging Digital Fuel and Market leadership on data-driven optimization recommendations.
• Carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks across the Digital Fuel.

3. People leadership of x3-4 Cx Delivery Managers and broader leadership in Scrum Teams (consists of Delivery Manager, ScrumMaster, Data Analyst) as well as offer wider leadership support to Cx Director in EU.

• on the job leadership in line with GSK 70:20:10 model, day to day operations for the assigned team of direct report. Responsibility for external talent acquisition.
• capability growth for direct reports aligned to individual development plan and foster innovation utilization across EU Accelerator team and beyond.

4. Collaborate across Digital Fuel & Tech to ensure seamless implementation of Cx Strategies and foster test & learn approach to implement Innovative solutions

• Work closely with internal and external stakeholders on development and execution of prototypes/ MVPs to test new customer experience strategies/ initiatives.
• Feedback & influence Digital & Tech Roadmaps where relevant to ensure integration with key CX initiatives.

Why You?

• Track record of success in Pharma industry leadership roles at LOC/Regional/Global level. Experience in respiratory products would be considered as advantage.
• Significant experience inf omnichannel marketing execution, including direct involvement in content, media & campaign planning, working closely with subject matter experts (i.e. compliance, medical, legal etc.) and third party suppliers to seek necessary input.
• Excellent people engagement skills – building credibility with, and insights through a strong internal/external stakeholder network to drive performance and change in complex matrix organization.
• People Leadership experience. Demonstrated success in applying relevant situational leadership skills to motivate, set focus, and develop direct reports and build high performing teams.
• Agile mindset with design thinking & problem-solving attitude to establish business partnership with key stakeholders, by delivering and continuously optimizing appropriate solutions that achieve commercial goals.
• High accountability, project planning skills and track record of successfully delivering critical complex projects.
• Understanding in customer S&T and experience in marketing data & analytics, to distil insights to optimise marketing campaigns.
• Experience in GSK 3rd party marketing channels, platforms, Cx User Journeys, and modular content would be considered as advantage.
• Understanding of local pharmaceutical codes and regulations. Hands on experience of content development and copy approval, i.e. Content Lab
• Experience managing digital vendors and carrying out necessary compliance and management monitoring activities on routine basis to mitigate digital marketing risks.
• Demonstrates strong customer focus and awareness of digital industry trends.

*LI-GSK

Job Application End Date : 10th May 2024

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

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