GPS Cx Lead

The Digital Fuel organization 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 xfunctional talent who are creative innovative and accountable for impact. The GPSaligned Cx Lead roles are a vital pillar of this organisation acting as the primary point of contact across Commercial Digital & Tech for the relevant GPS brand teams supporting them with all things omnichannel and partnering with them through the Brand Planning process to identify opportunities to apply digital/ data/ technology solutions in line with their strategic needs.

The GPS Cx Lead role is accountable for delivering undisputable globaltolocal business outcomes across the product lifecycle working in partnership with other relevant key roles and stakeholders across the enterprise. The ideal candidate will bring a unique blend of creativity strategic thinking & pharmaceutical industry knowledge to champion & drive the successful delivery of new enterprise customercentric solutions.

This role will report directly to the GPS Cx Director within the Digital Fuel organisation.

In this role you will

• Maximise Launch Uptake: accelerate speed impact & agility of launches through AI advanced analytics & rapid localtoglobal insight loop

  • Scale Omnichannel capabilities across launch brands. i.e. customer segmentation personas core/pace content Digital Listening Platform omnichannel metrics LaunchInABox

  • Support with AIPowered NBA Triggers HCP Planning Social Listening and Conversational Intelligence

  • Accelerate the publishing of new medical & commercial content within hours of new data being released

• Enhance Growth Brands: enhance global strategic and operational plans to maximise reach & effectiveness of sales & marketing channel mix for optimal return on investment

  • Embed AI/Gen AI capabilities to expedite global content creation and MLR approval

  • Support GPS to field force effectiveness strategies/ tactics to increase good sell outcomes by 20

  • Support the successful scaling of DigitalPlus GoToMarket model to increase reach and effectiveness of customer engagement to realise global SG&A optimisation goals

• Optimise Mature brands: support successful scaling of DigitalOnly GoToMarket model across 10 GSK revenue (by end 26 to optimise SG&A & catalyse AIenhanced datadriven marketing

  • Align on global strategic opportunities with relevant GPS Brand Teams

  • Support GPS Brand Teams to ensure relevant global content & enablers are in place

  • Partner with DigitalOnly Cx Leads to provide datadriven insights back to GPS Brand Teams for continuous campaign optimisation

• Design Deploy & Embed GPS AI Roadmap: work in close partnership with GPS Brand Teams and wider Commercial Tech colleagues to realise business benefits from AI/GenAI

  • Integrate AI/GenAI to improve the speed quality and efficiency of insight generation

  • Develop selfserve analytics capability with AI/GenAI for GPS teams to drive efficiency and save time

  • Embed Responsible AI SOP risk mitigation and capability building across GPS Brand Teams

• Establish Performance Measurement:

  • Establish key performance indicators (KPIs) to measure the success and G2L business performance impact of CX initiatives

  • Systematically assess and report on the performance of implemented strategies making datadriven recommendations for optimization

Why you

Qualifications & Skills:

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

• Significant experience in pharma industry
• Good experience in Digital Marketing
• Experience in campaign data & analytics for closed loop marketing
• Experience working with pharma brands at local or global level
• Digital Marketing degree or equivalent with significant experience in omnichannel of content and user journeys
• Hands on experience of content development and copy approval i.e. Content Lab
• Experience managing digital vendors and carrying out necessary compliance and management monitoring activities on routine basis to mitigate digital marketing risks.

Preferred Qualifications & Skills:

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

• Understanding of customer segmentation & targeting
• Excellent internal engagement skills building credibility with and insights through a strong internal network of key stakeholders
• High accountability & track record of successfully delivering critical complex projects
• Own the development implementation & continuous optimization of customercentric digital framework

Closing Date for Applications: Sunday 13th April 2025 (COB)

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.

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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 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. We prevent and treat disease with vaccines specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies investing in four core therapeutic areas (infectious diseases HIV respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders its 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.

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