Customer Experience Digital Transformation Manager

Site Name: UK - London - Brentford, Poznan Grunwaldzka

Posted Date: Mar

We make and supply medicines and vaccines all around the globe and our teams own every production stage, from creating quality products at our manufacturing sites to designing effective supply forecasting and regulatory inspections; all powered by digital, data and analytics. We operate at impressive scale, producing over 1.7 billion packs of medicine and 767 vaccine doses in 2021.

We continue to modernise, so we can launch even more new products at speed whilst turbo-charging delivery across our entire portfolio through our relentless focus on quality, safety, and service. The way we work will change. For some, the shift in technology and products will be revolutionary. Our R&D pipeline demands a new kind of supply chain, and we need the very best minds and capability to help us on our journey to make more complex products, harnessing the power of automation and robotics so we can work smarter together.

Customer Experience Digital Transformation Manager (6-month Fixed Term Contract)

Working as part of the Supply Chain Transformation group the Digital Transformation Manager will support the build of a robust Business Case, focusing on necessary enhancements to the GSK Customer Services Portal. You will work alongside stakeholders from Tech, Commercial and Finance to understand and gather their requirements from future enhancements. You will act as the key driver to gather information from countries already using the portal to understand and articulate their requested enhancements. You will also work with subject matter experts and agencies across the globe, to plan and conduct surveys and focus groups to also understand the voice of the customer.

In this role you will...

• Develop and maintain strong networks and partnerships across internal and external teams, building trusted relationships with regional supply chain business partners.
• Work with global Product Management teams to define the supporting Tech strategies that will drive business value into the region.
• Lead project discovery workshops with stakeholders from multi-markets.
• Collate insights from consultancies focusing on best-in-class solutions for the B2B digital space.
• Work with UX teams to articulate customer needs into requirements for the portal.
• Work with other regions to understand what vendors they are currently using for similar B2B customer facing portals and the benefits they have seen to date.
• Work with teams across GSK such as Commercial and Finance to understand and articulate their requirements from the CS Portal.
• Work with legal and compliance teams to understand if business requirements are consistent with regulations within GSK.
• Support the writing of a robust business case.

Closing Date for Applications: 11th April 2023

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.

During your application, you will be requested to complete voluntary information which will be used in monitoring the effectiveness of our equality and diversity policies. Your information will be treated as confidential and will not be used in any part of the selection process. If you require a reasonable adjustment to the application / selection process to enable you to demonstrate your ability to perform the job requirements, please contact This will help us to understand any modifications we may need to make to support you throughout our selection process.

#LI-GSK

Why you?

Basic Qualifications:

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

• Knowledge of the Salesforce Platform and add ons such as Service Cloud and Commerce Cloud.
• Ability to gather business requirements and translate them into Salesforce Commerce Cloud solutions.
• Ability to plan surveys and focus groups and work with agencies to conduct sessions.
• Knowledge of sales and post-sales processes within GSK, in the pharmaceutical sector.
• Ability to work with suppliers and integrators of IT solutions such as Cognizant, SAP and FSCM teams.
• Ability to work with internal stakeholders from operational to management level.
• High level of written English and experience in creating business cases.
• Experience in implementation projects at the global level using Salesforce and SAP tools.

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

• Degree in business, information technology or related field.
• Agile project management / practitioner or similar accreditation.
• Business partnering and relationship management with internal and external Tech and non-Tech stakeholders, influencing, negotiating and gaining sponsorship.
• Developing Tech strategies, business cases and programs of work to deliver the strategy including management of third-party service providers.
• Spanish language

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 organization 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.

Find out more:

Annual Report 2021

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 or 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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