Omnichannel Experience Design Manager
Omnichannel Experience Design Manager
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Job Description
Campaign User Journey Design &
Designs wellorchestrated campaign user journeys with the right touchpoints frequency & sequencing leveraging HCP 360
and behaviourbased personas
Designs holistic Omnichannel (OC) customer experience delivery ecosystem with maximized reach & impact
Develops a connected plan for of campaign user journeys across different channels (e.g. emails IM portal apps
webinars social media etc.
Liaises with campaign teams (using platforms such as SFMC) to support of OC campaigns & dynamic
campaign user journeys and deliver connected personalized and 1:1 customer experience based on HCP needs &
preferences
Customer Experience
Supports in developing the detailed customer experience roadmap with prioritization rules and guidelines for improving the
customer experience
Liaises with BUDs (at an above brand level) to ensure HCPs are receiving the best GSK experience
Provides inputs for enhancing CX by analysing business objectives and customer needs as well as developing
communicating and implementing business strategies and practices
Ensures that any digital and F2F interaction is consistent using technology and digital solutions; establishes a closed loop
feedback strategy to create a meaningful engagement
Journey Analytics & Insights
Working closely with the OC Analytics team to track performance of campaign user journeys and provides suggestions to
respective brand teams on how to continually optimise the campaign user journeys for enhanced CX
Analyses customer feedback / insights to act as the voice of the customer to inform brand strategy ensuring the tactical plan
successfully addresses CX challenges and opportunities
Crossfunctional Collaboration
Collaborates with Channel expert Content executive and Core Marketing/Brand teams to ensure that the campaign user
journeys are developed wholistically; ensures crosschannel coordination
Collaborates with crossfunctional 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
Remote Work :
No
Employment Type
Full Time
