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Job Purpose

The newly formed Customer Experience (CX) & Data 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 Global Digital Hub is a vital pillar of this organisation, executing digital-only customer experiences across the General Medicines portfolio in markets outside the US with no local sales, marketing & medical resources.

We are looking for an experienced and passionate Digital Leader who will partner with key stakeholders across Global, Region and Local to distil insights, understand customer and business needs and formulate and lead the execution of compelling omnichannel customer experiences to drive impact at scale. The Customer Experience Director will be a key member of the Digital Hub Leadership Team and take full accountability for all team operations across Greater China & Intercontinental (GC&I) Region. Naturally this role will partner very closely with senior commercial and medical stakeholders across global GPS teams, GC&I Regional team and LOC teams accordingly. They will directly line manage a team of Content Managers, as well as indirectly lead a cross functional team including scrum masters and analysts to ensure the successful implementation of global strategy across relevant Local Operating Company (LOC). They will be accountable for designing and executing customer experiences through impactful User Journeys, with continuous performance analysis, optimisation and presentation of key insights to all relevant business stakeholders. They will be a key Digital Leader and influencer across the Enterprise, helping the business reimagine the customer experience, drive innovation and evolve the current operating model to enable impact at scale.

Key responsibilities

• Leverage all readily available customer, business & medical research to distil meaningful insights to inform the design of a compelling customer experience plan at LOC level, aligned to global brand strategy.
• Develop customer experience delivery roadmap across all relevant LOCs within GC&I Region
• Set clear measurement plan with external benchmarks and targets, aligned to each LOC roadmap, in order to measure both commercial and medical impact.
• Lead a team to successfully design, implement and analyse all user journeys across the Region, through cross-functional, agile scrum methodologies
• Partner with the D&A Lead within the Digital Hub to triangulate Lead & Lag performance metrics and present regular updates to the business at performance review meetings.
• Act as agitator for change, using key data & insights to influence global and local teams to optimise the customer experience where necessary, for example sharing key insights back to the global GPS team to optimise global strategy or content.
• Act as key business partner to GC&I Region, helping to create, present & implement new business cases to evolve the omnichannel model and drive broader change across the Region
• Accountable for governance, risk management and compliance of all team activities across GC&I Region, ensuring full alignment to local codes, regulations and laws.
• Commercially accountable for copy approval of all campaign assets & UJs, partnering closely with medical, legal and compliance colleagues.
• Accountable for the day-to-day operation, ensuring successful and efficient service delivery by all agents and third parties including the Marketing Operations Centre/ Design Centre/ Knowledge Centre/ Media agencies etc
• Partner with relevant global GPS teams to influence the creation of highly valuable customer-centric content for our customers,

Why you?

We are looking for professionals with these required skills to achieve our goals:

• Minimum 5 years of experience in Digital Marketing
• Minimum 5 years of experience in pharma industry with Profit & Loss accountability
• Minimum 3 years of experience in managerial position(s)
• Experience working in a large, highly matrixed, enterprise with competing priorities
• Strong leadership skills that translate into continually elevated work outputs
• Hands on experience of content development and copy approval, i.e. Content Lab
• Agile marketing, scrum master skills/ methodology
• Experience managing third parties such as agency and media buying
• Experience leading and line managing a team to successfully deliver against expectations
• Experienced in designing & executing user journeys and end-to-end customer experiences
• Strong brand knowledge & customer centricity
• Able to research and synthesize user insights
• Proven experience working in teams in an agile product development setting
• 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
• Strong stakeholder management skills and comfortable presenting & interacting with senior management

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 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.

To learn more about Singapore GSK and our people, please click on this link: https://www.linkedin.com/company/glaxosmithkline/life/gsksingapore

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.

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