Customer Experience Manager

Customer Experience Manager, Oncology - GSK

Location: GSK House, Brentford

We're moving towards a more sustainable future with our new headquarters. With better public transport links and proximity to world-class science and technology institutions, we're excited for our move to the vicinity of Earnshaw Street, London WC1A ("the New HQ") by end H1 2024.

Job Purpose

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 our Oncology marketing activity. 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 Oncology franchise (ovarian cancer), where there are significant performance ambitions requiring us to be accountable for impact, ambitious for patients and always do the right thing.

Could you be suitable for this role?

We will be delighted to hear from talented individuals that align to our values. These are at the heart of everything we do and include: Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork.

When you set out on your adventure at GSK, we make a deal. You commit to living our values and expectations and performing against our Innovation, Performance and Trust priorities. In return, GSK commits to providing the right environment for you to thrive. Together, we build an environment where we can all thrive and focus on what matters most to each of us.

As a modern employer, we empower you to be yourself, share ideas and work collaboratively.

Key Responsibilities

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 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, 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

We are specifically looking for individuals who are data-driven marketeers and have the following strengths:

• 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

Why You?

Preferred experience

• Previous marketing and/or digital marketing experience
• Strong communication and stakeholder management skills
• Able to produce high quality creative solutions in a fast-paced environment
• Creative problem solving and analytical thinking
• Good project management skills
• 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 and effective workplace

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 R&D focus is to deliver a new generation of vaccines and medicines using the science of the immune system, human genetics and advanced technologies to get ahead of infectious diseases, HIV, cancer and other immune-mediated and respiratory diseases. We do all this with a commitment to operate responsibly for all our stakeholders by prioritising Innovation, Performance and Trust.

Our bold ambitions for patients are reflected in new commitments to growth and a significant step-change in delivery over the next five years. This means more GSK vaccines and medicines, including innovative new products, will reach more people who need them than ever before.

We have long believed that building trust is key to stronger performance, helping to create value for shareholders, impact for patients and society and a reason outstanding people choose to work for and with us. That's why being a responsible business is an integral part of our strategy. Taking action on environmental, social and governance issues is a key driver in our strategy.

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

Closing Date for Applications: 06/04/2023 (COB)

Please take a copy of the Job Description, as this will not be available post closure of the advert.

When applying for this role, please use the 'cover letter' of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application.

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• 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.

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