Are you an Experience and Orchestrator Design Manager who is energized by the challenge of being part of one of the leading pharmaceutical companies worldwide? If so Experience and Orchestrator Design Manager role is the one for you to explore.

As an Experience and Orchestrator Design Manager, you will be responsible for designing & planning of HCP journeys. Experience Design & Channel Orchestrator will activate & scale new and existing channels, perform cross-channel orchestration, define channel strategy, and measure channel effectiveness to deliver a personalized and automated omnichannel engagement.

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

Main Responsibilities:

Customer Journey & Experience Management:

• Understand the brand/therapy area business strategy to design HCP journeys with the right touchpoints, frequency & sequencing, leveraging HCP 360 and behavior-based personas; designs holistic, OC customer experience delivery ecosystem with maximized reach & impact.
• Provides overall direction for enhancing CX by analyzing business objectives and customer needs as well as developing, communicating, and implementing business strategies and practices whilst driving continuous improvement in CX tools, documentation, and processes.
• Ensures that digital and physical interactions are consistent, using technology and digital solutions; establishes a closed loop feedback strategy to create a meaningful engagement.
• Develops high-level customer experience roadmap; sets prioritization rules and develops guidelines for improving customer experience.
• Monitors the performance of various internal & external platforms like GSK owned web portal for HCPs/ or Other Brand web pages to improve the user experience.

Channel Strategy:

• Leads channel strategy/action plan and ensures improvement in quality of customer interactions though improved cross-channel orchestration & personalization.
• Identifies opportunities to establish new channels (voice, chatbots, social etc.) based on customer preferences and formulates strategies to scale them.
• Provides recommendations on GSK owned and non-GSK owned channels (e.g., site, email, paid social); works closely with Tech to improve channel experience and raises any risks/concerns/business implications of channel choices.

Customer Insights & Analytics:

• Leverages CX framework, insights from customer data & information from different channels (e.g., Sales team feedback, social media, market trends, NPS scores etc.) and external market research reports for trends to adjust customer engagement strategy.
• Acts as the voice of the customer to inform brand strategy, ensuring the tactical plan successfully addresses CX challenges and opportunities.
• Tracks performance of activities, customer journeys & respective channels and acts as an expert, providing suggestions to respective brand teams on how to continually optimize.

Cross-functional Collaboration:

• Collaborates with cross-functional teams (Sales, Marketing, Medical etc.) to use the appropriate GSK supported tools and ensures all functions & Business partners are kept informed of certain channel/campaign objectives.
• Guides on the execution of an orchestrated customer journey.
• Ensure proper governance is followed across all activities through proper approvals, execution and tracked by regular management monitoring.

Why you?

Job Qualifications:

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

• Bachelor\xe2\x80\x99s degree in pharma, sales, marketing, or any other related discipline.
• MBA Preferred.
• 10+ years of experience directly related or relevant experience, with 3+ years in digital marketing, brand management, omnichannel engagement, or customer experience.

Preferred Qualifications:

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

Preferred Certifications:

• Digital Marketing Certifications.
• Data Analytics Certifications.
• Project Management Certifications.

Skills & Knowledge:

Technical Skills:

• Campaign Management.
• Channel Strategy & Management.
• Customer Journey Mapping.
• Customer Experience.
• Marketing Communications.
• Data Analysis and Synthesis.
• Marketing Analytics & Customer Insights.
• User Interface (UI) Design.
• Cross-Channel Analytics.
• Digital Marketing.

Behavioral Skills:

• Collaboration.
• Team Management.
• Planning.
• Decision Making.
• Creativity & Innovation.

Tools Knowledge:

• MS Office suite
• Web Analytics tools like Google Analytics.
• CRMs like Veeva, Salesforce.
• Data tools like Claravine.
• Marketing automation tools like SFMC, Pardot.

Culture:

• Ambitious for patient
• Accountable for impact
• Doing the right thing

#OCJourney

Why GSK?

At GSK, we have already delivered unprecedented change over the past four years, improving R&D, becoming a leader in Consumer Health, strengthening our leadership, and transforming our commercial execution. Now, we\xe2\x80\x99re making the biggest changes we\xe2\x80\x99ve made to our business in over 20 years. We\xe2\x80\x99re on track to separate and create two new companies in 2022: New GSK with a leading portfolio of vaccines and specialty medicines as well as R&D based on immune system and genetics science; and a new world-leading consumer healthcare company of loved and trusted brands.\xe2\x80\x8b

\xe2\x80\x8b

With new ambition comes new purpose. For New GSK, this is to unite science, talent and technology to get ahead of disease together \xe2\x80\x93 all with the clear ambition of delivering human health impact; stronger and more sustainable shareholder returns; and as a new GSK where outstanding people thrive.\xe2\x80\x8b

\xe2\x80\x8b

Getting ahead means preventing disease as well as treating it. How we do all this is through our people and our culture. A culture that is ambitious for patients \xe2\x80\x93 so we deliver what matters better and faster; accountable for impact \xe2\x80\x93 with clear ownership of goals and support to succeed; and where we do the right thing. So, if you\xe2\x80\x99re ready to improve the lives of billions, join us at this exciting moment in our journey. Join our challenge to get Ahead Together.

Closing Date:

23/10/2023

Why Us?

GSK is a global biopharma company with a special purpose \xe2\x80\x93 to unite science, technology and talent to get ahead of disease together \xe2\x80\x93 so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns \xe2\x80\x93 as an organization 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\xe2\x80\x99s 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\xe2\x80\x99re 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.

Contact information:

You may apply for this position online by selecting the Apply now button.

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