Customer Insights & Analytics Lead Brentford, England
Job description
Posted Date: Jan 17 2023
Job Purpose
Support GSK Established portfolio teams to achieve customer engagement success for our brands by leading an insights-driven decision-making process
Support GSK Established portfolio teams as a key influencer and lead across the organization, regular interactions with the leadership team, Medical, Tech, Legal & Compliance, and Regional commercial operation teams to convey in depth customer understanding, recommendations for customer engagement success and customer trends in existing and new healthcare ecosystems
Continuously anticipating and identifying industry leading insights & data analytics opportunities required for repurposing/creating relevant and innovative customer content, as well as the relevant channels of engagement
Responsibilities
Responsible for architecting, developing, and managing the data infrastructure and processes to gather the necessary customer insights in the best way to benefit the organization
Master the understanding of the customer persona (experience, expectations, needs, challenges, changes, etc) to feed into the customer engagement strategy and relevant stakeholders
Identify inefficiencies in data-to-decision processes and promote cohesive and integrated decision-making with the teams
Analyze customer level data to answer business questions and share results with the team
Responsible for leading and delivering a unified source of truth for customer engagement success key metrics and building/enhancing reports to track customer engagement success and core initiatives
Sourcing pertinent information from secondary data sources, 3rd parties and leading the design and execution for key customer insight topics, developing roadmaps to close gaps in our customer understanding
Oversees complex data analysis with multiple data sets (internal and external to GSK databases/systems) to inform senior leadership decision making and action
Ensures data usage meets privacy policies and industry compliance and regulatory requirements, e.g. strong understanding of GDPR
Adheres to governance rigor of existing data mart processes, procedures, controls, standards, tools and templates (as required)
Why you?
Basic Qualifications
We are looking for professionals with these required skills to achieve our goals:
The job holder needs to be a data storyteller, have critical thinking, and a crystal-clear communication style.
STEM, Marketing degree, Business Administration Degree
Experience in customer insights and analytics/ Efficient Consumer Response (ECR) program/ Customer Management
Experience of data visualization using software such as Power BI, Qlik, and similar applications
Exceptional business acumen, and understanding of sales and marketing business practices
Understanding of the principles of customer engagement, customer marketing and omnichannel
Exceptionally strong analytical, interpretation and problem-solving skills
High degree of creativity and innovation in developing new approaches, processes and methodologies for insights generation and information provisioning
Ability to effectively work and influence multiple cross functional teams and manage stakeholders
Excellent communication and influencing skills including creating and delivering presentations, leading meetings and workshops, and report writing
Predictive and prescriptive analytics and ability to innovate the current ways of working by pushing the boundaries
Courageous to explore & connect external world data sets with the internal world to deliver meaningful insights without fear of failure
Analytics experience in applying statistical solutions to solving business problems is preferred
Hands on experience in processing extremely large data sets
Skills and ability to uncover insights through data analytics, identity errors or unexpected trends.
Good network with the external data-community to understand the trend and continuously challenge the internal by outside in thinking
Team oriented, resilient, collaborative, diplomatic and flexible style, with the ability to tailor data driven results to different stakeholders
Ability to work unsupervised or with necessary guidance, and efficiently designing, implementing, and documenting own processes to ensure high quality work
Ability to work effectively under pressure and time constraints in a fast-paced, rapidly evolving, highly regulated environment
Preferred Qualifications
If you have the following characteristics, it would be a plus:
Master in Business Management, Marketing, Analytics, Market research
Why GSK?
At GSK, we have already delivered unprecedented change over the past four years, improving R&D, becoming a leader in Consumer Healthcare, strengthening our leadership, and transforming our commercial execution. Now, we’re making the most significant changes we’ve made to our business in over 20 years. We’re on track to separate and create two new companies in 2022: New GSK with a leading portfolio of vaccines and specialty medicines as well as R&D based on immune system and genetics science; and a new world-leading consumer healthcare company of loved and trusted brands.
With new ambition comes new purpose. For New GSK, this is to unite science, talent, and technology to get ahead of disease together – all with the clear ambition of delivering human health impact; stronger and more sustainable shareholder returns; and as a new GSK where outstanding people thrive.
Getting ahead means preventing disease as well as treating it. How we do all this is through our people and our culture. A culture that is ambitious for patients – so we deliver what matters better and faster; accountable for impact – with clear ownership of goals and support to succeed; and where we do the right thing. So, if you’re ready to improve the lives of billions, join us at this exciting moment in our journey. Join our challenge to get Ahead Together.
Our goal is to be one of the world’s most innovative, best performing and trusted healthcare companies. We believe that we all bring something unique to GSK and when we combine our knowledge, experiences and styles together, the impact is incredible. Come join our adventure at GSK where you will be inspired to do your best work for our patients and consumers. A place where you can be you, feel good and keep growing.
- 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.
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