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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 Specialty Medicines business. 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 Specialty Medicines business, where you will be shaping Customer Experiences for one of the UK’s priority brands in severe asthma, 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 patients’ and customers’ needs are met. 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 our customers. You will be a driving force for the organisation and will be able to lean on a network of other highly capable Customer Experience Experts from a range of brands to share best practice and learnings to ensure we’re evolving as a business towards an aspirational future state.

• Design 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
• Identify customer barriers and challenges: engage with customers externally to understand their challenges and needs

• Integrate both internal & external insights: you will collect and analyse a range of data sources (sales team feedback, social media, market research, market trends, the NHS, therapy area publications net promoter score etc) to augment and enhance the customer experience.
• Reflect to improve the customer experience – provide in-depth analyses of deployed customer experience journeys to facilitate the optimisation of customer-centric content targeted to specific personas.
• Content optimisation: work with broader marketing team to identify opportunities to improve our content to increase impact
• Contribute to business planning: lead on the creation of the customer engagement strategy for the year and identify opportunities for impactful communications with our customers
• Own development of customer personas: use attitudinal segmentation and personas to inform content development and engagement strategy
• Engage the sales team: proactively include sales team in the development of customer journeys to seamlessly incorporate their interactions into a broader omnichannel strategy
• Bring in external best practice and innovation: work with third party partners to evolve our messaging approach and pioneer innovative omni-channel marketing strategies
• Be part of an agile team: embrace agile ways of working within the marketing team and drive cross-functional collaboration with all relevant functions including, but not limited to, insights, finance, medical, sales and market access

• 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:

• Marketing experience in the pharmaceutical industry
• Leverage insights and data to continuously improve the customer experience and translate 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
• Able to produce high quality creative solutions in a fast-paced environment
• Strong project management skills
• Strong communication & stakeholder management skills

Preferred Experience

• Marketing Degree/Diploma or equivalent
• Familiarity with NHS structure
• Creative problem solving and analytical thinking
• 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
• Experience working in copy approval systems, e.g. Veeva Vault

#LI-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 [email protected] or 0808 234 4391. Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels

As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

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