Customer Experience Lead

**Site Name**: UK - London - New Oxford Street, Brazil - Rio de Janeiro
**Posted Date**: Jan 17 2025

**Customer Experience Lead**

The Customer Experience (CX) & Data organization DIGITAL FUEL is focused on bringing data and customer experiences to life. We harness the power of data and technology to ignite experiences that matter to patients, customers and GSK. We are a diverse team of x-functional talent who are creative, innovative, and accountable for impact. The Accelerator is a vital pillar of this organisation, executing digital-only customer experiences across the General Medicines portfolio in markets outside the US with no local sales, marketing & medical resources.

Please note that some business travel may be required for this role.

We create a place where people can grow, be their best, be safe, and feel welcome, valued and included. We offer a competitive salary, an annual bonus based on company performance, healthcare and wellbeing programmes, pension plan membership, and shares and savings programme.

We embrace modern work practises; our Performance with Choice programme offers a hybrid working model, empowering you to find the optimal balance between remote and in-office work.

Discover more about our company wide benefits and life at GSK on our webpage _Life at GSK | GSK_

**In this role you will**
- **Lead the business partnership** with key Markets to build strong Digital-Only or Digital Hybrid strategy, aligned to Global Brand strategy and market specifics for prioritized brands.
- Form clear business cases for expansion opportunities in other TAs, including necessary investment & mobilise resources in partnership with CX Director
- ** Lead cross-functional team to build insight** based operational plan and secure excellence in execution with proper performance management in place.
- Manage cross-functional Global, Regional, Local stakeholders and third parties to execute flawlessly, including MOC, 3rd party vendors to ensure timely execution of campaigns / channels with appropriate regional governance.
- Establish key performance indicators to measure the impact of CX initiatives and lead team as well as internal/external partners to ensure regular Input-Lead-Lag indicator analysis, distilling key insights and engaging Digital Fuel and Market leadership on data-driven optimization recommendations.
- Carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks across the Digital Fuel.
- ** Collaborate across Digital Fuel & Tech** to ensure seamless implementation of CX Strategies and foster test & learn approach to implement Innovative solutions
- Work closely with internal and external stakeholders on development and execution of prototypes/ MVPs to test new customer experience strategies/ initiatives.
- Feedback & influence Digital & Tech Roadmaps where relevant to ensure integration with key CX initiatives.

**_ Why you?_**

**Basic Qualifications & Skills**:
**We are looking for professionals with these required skills to achieve our goals**:

- Track record of success in Pharma industry leadership roles at LOC/Regional/Global level.
- Excellent people management skills - building credibility with, and insights through a strong internal/external stakeholder network to drive performance and change in complex matrix organization.
- Agile mindset with design thinking & problem-solving attitude to establish business partnership with key stakeholders, by delivering and continuously optimizing appropriate solutions that achieve commercial goals.
- Proven expertise in managing and delivering complex, high-impact projects with strong accountability and planning skills, along with hands-on experience in content development, copy approval, and tools like Content Lab.
- Deep understanding of customer segmentation and targeting, marketing data analytics for campaign optimization, and familiarity with local pharmaceutical regulations in Emerging Markets.

**Preferred Qualifications & Skills**:
**Please note the following skills are not necessary, just preferred, if you do not have them, please still apply**:

- Marketing experience in LATAM countries and local language knowledge will be preferred
- Experience in digital marketing channels, platforms, Cx User Journeys, and modular content would be considered as advantage.
- Experience managing digital vendors and carrying out necessary compliance and management monitoring activities on routine basis to mitigate digital marketing risks.
- Demonstrates strong customer focus and awareness of digital industry trends.

**Closing Date for Applications - 31st January 2025 (COB)**

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

**Why GSK?**

**Uniting science, technology and talent to get ahead of disease together.**

GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease togeth