Customer Experience Expert (Omnichannel Specialist)

Customer Experience Expert (Omnichannel Specialist)

At GSK we unite science, technology and talent to get ahead of disease together.

We are looking for a dynamic Customer Experience Expert to bring value to a key medicine in our respiratory portfolio. This role is a driving force for the organisation and will be accountable for designing end to end customer experiences through an integration of all sources and insights.

This is an important role within GSK’s critical respiratory franchise, working specifically on one of the largest medicines within the UK Commercial company where there are significant performance ambitions requiring us to be accountable for impact, ambitious for patients and always do the right thing.

In this role you will:

Leverage the global brand strategy and local marketing strategies and content to ensure that (patient and) customers’ needs are met, which creates value for all of us. You are responsible for driving and creating end-to-end, relevant, customer-centric omnichannel user journeys via a thorough understanding of what matters most to customers. You are a driving force for the organisation, creating an aspirational future state as well as designing customer experiences end-to-end through an integration of all sources of insights.

• Customer experience journeys: in this role you will bring expertise in user journey planning - analyse data to predict behaviours, needs and preferences of target customers and ensure successful management of the end-to-end implementation of user journeys

• Integrate both internal & external insights: you will collect customer data and information from many different channels (sales team feedback, social media, market research, market trends, the NHS, therapy area publications, NPS scores etc) to augment and enhance the customer experience, and take this into account enabling you to develop improved journey designs anchored in these learnings. This insight will enable independent evaluation of cross-channel experience and overview of whole journey

• Develop high-level customer experience roadmaps, setting prioritisation rules and development guidelines to optimise customer experiences
• Continuously learn and use knowledge of implementation processes to facilitate the delegation and co-ordination of related tasks. This role will require you to apply best practices to our business.
• Do the right thing and ensure all customer experience user journeys and associated activities follows the requirements set out within our internal and external operating frame works including the GSK Code & ABPI code. Ensure that you understand the processes related to implementation (approvals etc.) and that you are capable of identifying required people within the organization to make sure that required tasks are being done

Basic qualifications:

• Demonstrable Pharma Marketing experience
• Customer-centric: experience in proactively advocating for the end user in everything you do, and being their voice on the multi-functional team
• Leverage insights and data to continuously improve the customer experience and bring experience in translating strong analytics into business activities and tactics
• Tech savvy: Experience in leveraging the latest digital tools
• Demonstrated ability to effectively work in a matrix team environment (i.e. Copy Approval Team, brand marketing, sales, training, medical, insights, etc.)
• Experienced with applying the ABPI code of practice to pharmaceutical promotional materials, governance and standard operating practices in a pharma LOC environment
• Promo mats /Content Lab expert

Preferred Experience

• Knowledge of the COPD therapy area
• In-house pharma experience
• Familiarity with NHS structure
• Experience of effective communications with primary care healthcare professionals
• Strong project management skills
• Strong communication & stakeholder management skills
• Ability to articulate the value of a design choice to users and non-designer stakeholders
• Able to produce high quality creative solutions in a fast-paced environment
• Creative problem solving and analytical thinking
• Sees value in taking an iterative design approach
• Has a strong sense of ownership and proactively advocates for the end user
• Open to taking on new challenges and learning new skills
• Collaborative, curious, empathetic, open-minded, innovative
• Brings a high-energy and passionate outlook to the job and can influence those around them
• Able to build a sense of trust and rapport that creates a comfortable & effective workplace

.#LI-GSK

Why GSK?

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. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.

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 workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We’re committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

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).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on Ukdiversity.recruitment@gsk.com or 0808 234 4391. Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels

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