About the team

We've created a new organization to Bring Data and Experiences to life for Digital Fuel. The Head of CX Transformation for Digital Fuel is a key role in designing and delivering the strategic building blocks of transformational growth and managing a portfolio of strategic projects for the organization. The main purpose of this new position is Integrating data & insights, content production capabilities and channels to streamline end-to-end business processes for an improved customer experience and delivering a series of interconnected omni-channel experiences for the customer that translates into a better, timely and tailored appropriate communication to improve patient outcomes.

We function as a unified team to partner with key stakeholders and facilitate the E2E delivery of experiences through omni-channel strategy, creating data, content, and customer products.

CX Transformation Head

Key Responsibilities will be:

• Set and define the medium – long term strategy for transformational excellence for Digital Fuel
  
• Lead Brand Planning transformation and evolution to comprehensive CX Planning, in response to capabilities, customer needs and the competitive market context
  
• Focus, motivate, care, and develop team, building a culture of high performance where everyone is accountable for impact, ambitious for patient and does the right thing
  
• Drive and support a consistent Change Management approach across GSK
• Activate resources and expertise to support Customer Experience Brand and Medical Leads in CX Strategy design
  
• Drive innovation and continuous improvement across Digital Fuel
  
• Provide insights and progress tracking on Transformation projects and strategic priorities across GSK
  
• Prioritize strategic initiatives to optimize investment between various market and customer opportunities.
  
• Source, seed and accelerate transformation opportunities, within LOCs and GPS working closely with the CX Market Lead and GPS Lead teams.
  
• Partner relevant stakeholders to lead and support in achieving transformation excellence for Digital Fuel

Qualifications:

• Have 10 years+ professional experience with leadership skills and a strong execution and drive initiatives to completion.
• Relevant experience in transformation, strategy, and project management/delivery, preferably in a top-tier management/strategy role, strategy/transformation function.
• Experience in digital or omnichannel initiatives across sales, marketing and medical within the Pharma industry
• Entrepreneurial, someone who is curious and can take initiative, with a capacity to think holistically and strategically.
• Capacity to build trusted and credible relationships with multiple stakeholders.
• Role model GSK culture
• Strong communication skills
• Agile ways of working

• 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 positively impact the health of 2.5 billion people by the end of 2030.

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

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