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Global Customer Experience Lead

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Brentford, Greater London, United Kingdom GlaxoSmithKline Full time

Site Name: UK - London - Brentford, Belgium-Wavre, Switzerland - Zug, USA - Pennsylvania - Upper Providence

Posted Date: Apr 4 2023

Global Customer Experience Lead

GSK is looking for 3 Global Customer Experience Lead for a newly formed team. this is a Director position and the ideal candidate can be based in US, UK, Belgium or Switzerland.

Job Purpose

Digital Fuel is a team whose mission is to harness the power of data and technology to ignite experiences that matter to patients, customers, and GSK. We are a combined team of Customer Experience, technology and data experts focused on partnering and supporting our global, local and medical teams to deliver ambitious omni-channel outcomes.

As part of Digital fuel, the new Customer Experience (CX) Strategy & Transformation team are accountable for driving an integrated and impactful customer experience strategy from conception to execution in partnership with the Global, Regional and Local (LOC) teams. We will activate levers within the Digital fuel team to drive business objectives and proactively propose innovate CX solutions to transform the way GSK engages HCPs, payers and patients.

In this exciting new role, the Global CX Lead will partner with Global Product Strategy (GPS) brand teams, across Medical and Commercial, to drive the creation of Therapy and Brand CX strategies that reflect the Product Lifecycle, customer type, therapy priorities and digital maturity of the brand. Reporting to the Head of GPS CX Leads, they are accountable for GPS change plans that transform GPS CX strategy to maximise impact, leveraging Digital fuel capabilities and proposing innovative solutions as required. Success in this role will ensure GPS teams are creating impactful CX experiences and delivering content and activities that can be easily adopted by LOCs.

We are looking for top talent that has held both local and global marketing and/or medical roles and who is passionate about omni-channel customer experience.

Your responsibilities:

Adopting the mantra of globally guided, locally led, key responsibilities include:

  • Aligned to an individual global product strategy team, partners with brand and therapy teams within that GPS as one team (marketing and medical)
  • Drives the creation of GPS and brand CX strategies within therapy/brand plans that take account of complexities including (but not limited too) Product Lifecycles, Customer types, Therapy area priorities, geographies, and digital maturity.
  • Drives the creation and delivery of GPS change plans to transform GPS CX strategy and maximise impact leveraging Digital fuel capabilities
  • Proactively proposes innovative solutions, improvements and efficiencies as required, including Customer Insights and Personas, High quality personalized content, content optimization and agility
  • Develops and leads easily actionable and impactful deployment plans for GPS teams to enable and embed key fuel priorities
  • Clearly and simply communicates change, progress and actions, inspiring and changing the mindsets of key stakeholders at all levels of the organisation and stages of digital maturity
  • Leverages strong organisational, global to local and omni-channel engagement knowledge to effectively navigate across organizational boundaries to deliver priorities and change interventions
  • Lead, coach and inspire Global Engagement Managers (GEMs) working within the Global teams, in partnership with our Third-Party Vendors and the Head of GPS CX Leads, to deliver the GSK CX vision

Why you?

This role will provide YOU with the opportunity to lead key activities to progress YOUR career, these include some of the following:

  • Cross functional Leadership - leading the enablement of GSKs omni-channel ambition across different Global brand teams and across commercial and medical
  • Stakeholder Management - drawing on strong interpersonal, change management and communication skills, knowledge of how to effectively navigate across organizational boundaries and sound understanding of operational delivery in the GPS, Medical, Regions & LOCs to deliver and embed change
  • Program & change management - Leading an agile cross-matrix team to successfully deliver to time and scope, clearly reporting progress and managing interdependencies with the wider Digital fuel team
  • Inspiring others - Able to impactfully develop & communicate an inspiring vision, bringing both immediate colleagues and the broader organisation along the journey, driving the necessary change required across commercial and medical
  • Omni-channel excellence - demonstrating strong customer focus and awareness of industry leading omni-channel practices and trends, with the ability to interpret these for GSK brands, customers and strategies

Basic Qualifications:

  • Passionate about omni-channel customer experience with experience in omni-channel engagement
  • Experience within Global and Local (country level) marketing and/or medical teams
  • High accountability & track record of successfully delivering critical complex projects

Preferred Qualifications:

  • Proven expertise in omni-channel engagement and ways of working
  • Proven change management experience
  • Excellent internal engagement skills - building credibility with a strong internal network of key stakeholders
  • Highly developed leadership, networking, communication and influencing skills to work effectively in a complex matrix environment.

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 the course of 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.

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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