Cx Analytics Director

Overview

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GlaxoSmithKline (GSK) is a science-led global healthcare company with a special purpose: to help people do more, feel better, live longer. We are on an audacious journey to impact the health of 2.5 billion people over the next decade. Our R&D division is at the forefront of this mission, dedicated to the discovery and development of groundbreaking vaccines and medicines. We are transforming the landscape of medical research by integrating cutting-edge science and technology and harnessing the power of genetics and new data. By fostering a collaborative environment that unites the talents of our people, we are revolutionizing R&D to pre-empt and defeat diseases. Join us in our commitment to uniting science, technology, and talent to get ahead of disease together.

Key Responsibilities

• Responsible for defining overall Cx analytics strategy , roadmap, implementation and operations for Cx analytical capabilities and products within ViiV.
• Partnering closely with global brand teams, and ViiV digital/Cx organization and regional Cx and D&A organization, to support aligned roadmaps to enable Omnichannel powerhouse ambitions across Cx.
• Collaborate with D&A colleagues in Performance Analytics, Data and AI for alignment of Cx strategy and vision with overall dashboard, data, AI product roadmaps and strategy.
• Develop close partnership with GSK Digital Fuel organization to understand GSK strategy and where GSK products can be leveraged, represent ViiV requirements into expanding GSK solutions in support of ViiV needs also.
• Product ownership for select Cx analytics products such as overall Cx measurement framework, CES, Data enabled segmentation, HCP insights (Content/Channel affinity).
• Responsible for developing and managing a 3rd party talent ecosystem to support product and project delivery and operations.
• Connect to external industry thought leadership to support bringing innovation to the organization.

Experience/Skill Requirements

• Experience: A minimum of 15 years in leading and enabling Customer Experience (Cx) analytics and Omnichannel capability development.
• Industry Knowledge: Direct experience in pharma / life sciences sector, or in consumer health.
• Domain Expertise: Strong focus on Cx/Omnichannel with specific expertise in data, analytics, and AI enablement. Note: This role does not require setting up SFMC or Adobe-based capabilities and platforms.
• Leadership Skills: Proven ability to identify use case opportunities and manage projects/programs within a portfolio. Capable of shaping business cases, defining charters, mobilizing work, managing project delivery with third-party vendors, and enabling/managing change.
• Matrix Environment: Ability to work effectively across Data & Analytics, Digital Office, Tech, Functions, and Regions.
• Business Translation: Skilled in understanding business and Digital/Cx strategy and translating it into an analytics strategy to support Cx and contribute to the overall data strategy.

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, it’s 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.

Inclusion at GSK

GSK is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, 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.

If you need any adjustments in the recruitment process, please get in touch with our Recruitment team (EMEA-GSKLink@allegisglobalsolutions.com) to further discuss this today.

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