At a Glance
- Tasks: Lead global Medical Customer Experience and Omnichannel strategy to enhance digital engagement.
- Company: Join ViiV Healthcare, the only global pharma dedicated solely to HIV.
- Benefits: Enjoy a hybrid working model, competitive salary, and GSK employee benefits.
- Other info: Be part of an inclusive culture focused on diversity and community.
- Why this job: Make a real impact in the fight against HIV while innovating in medical engagement.
- Qualifications: Experience in Medical Affairs and digital engagement strategies required.
The predicted salary is between 70000 - 90000 £ per year.
This job is with GSK, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
About ViiV Healthcare
At ViiV Healthcare, our mission is simple: to leave no person living with HIV behind. We will be here until HIV and AIDS aren't. For over 40 years, extraordinary progress driven by people living with HIV, healthcare professionals, and the wider community has transformed the HIV landscape. Yet HIV remains a global public health challenge, with millions of people still affected worldwide. Access to innovation, care, and support remains uneven across geographies and populations. ViiV Healthcare is the only global pharmaceutical company 100% dedicated to HIV. Through our science, partnerships, and deep understanding of the HIV ecosystem, we work collaboratively with communities, health systems, and governments to help end the HIV epidemic. Collaboration, accountability, and innovation sit at the heart of how we work.
The Role
The Medical Digital & Customer Experience Director is the global leader and subject‑matter expert accountable for defining and embedding Medical Customer Experience (CX) and Omnichannel strategy across Medical Affairs. The role enables markets to execute high‑quality digital medical engagement faster and at greater scale, using digital engagement to extend scientific reach while protecting and optimising MSL face‑to‑face time for critical scientific conversations. Acting as the Medical lead for CX and Omnichannel strategy during planning and prioritisation cycles, the role partners closely with the Commercial counterparts while maintaining clear Medical independence. The role shapes how Medical engages HCPs across channels and content ensuring engagement models are trusted, scientifically robust, and fit for a rapidly evolving healthcare environment. Through leadership of a central Medical Digital Engagement team, the role provides additional execution capacity to markets, embeds best practices during delivery, and accelerates the adoption of digital medical engagement models that enhance scientific understanding and confidence in the science.
Key Responsibilities
- Act as the design authority for medical CX models and digital engagement frameworks, setting guardrails, standards, and decision principles that protect scientific integrity and customer's trust.
- Design, evolve, and embed the global Medical CX and digital engagement strategy, ensuring prioritisation aligns to Medical strategy, capacity, and impact.
- Partner with the wider ViiV organisation, including Scientific Communications, and other key stakeholders to drive digital content innovation and enable scalable content creation, reuse, and activation across the medical engagement ecosystem.
- Explore and embed emerging technologies where they enhance scientific exchange, quality, and Medical efficiency.
- Enable markets to plan and deliver scalable, high‑quality digital medical engagement across the engagement lifecycle.
- Lead the central Medical Digital Engagement team providing execution support that augments local Medical resources.
- Define and apply insights and measurement frameworks that inform optimisation, prioritisation, and continuous improvement of Medical CX and omnichannel engagement in partnership with the Data and Analytics team.
- Ensure Medical digital engagement is ethical, compliant, and trust‑preserving by design, in partnership with Medical Governance, Legal, and Compliance.
- Represent ViiV Medical externally as a thought leader in Medical Customer Experience and digital engagement, where appropriate.
Why You!
We will love your high accountability for impact performance, your ambition for patients and strategic curiosity, and your collaboration and influence abilities. Your passion for our mission and purpose of getting ahead of HIV together will enthuse us! How you work is as important as what you deliver.
Basic Qualifications
- Experience in Medical Affairs, Customer Experience strategies and Omnichannel tactics within pharma or biopharma.
- Ability to balance speed, quality, and compliance in Medical engagement.
- Experience enabling or delivering innovative digital medical engagements.
- Proven ability to translate strategy into scalable execution within a complex, matrix organisation.
- Demonstrated leadership through influence, credibility, and subject‑matter expertise.
- Strong stakeholder engagement skills across global, regional, and local teams.
- Experience operating in regulated, compliance‑driven environments.
- Strong communication skills, with the ability to articulate complex concepts clearly.
- Demonstrated change leadership and adoption‑driven mindset. Comfortable operating in ambiguity and evolving organisational contexts.
Preferred Qualifications
- Exposure to insights, analytics, or performance measurement frameworks.
- Training or experience in customer‑centric design or insight discovery.
- Experience with cross-functional customer engagement models.
- Experience in copy-approval processes.
How to apply
If this role speaks to your experience and ambitions, please apply now. Share your CV and a short note explaining how your skills match this role and the impact you hope to make. We look forward to hearing from you.
Closing Date: CoP Friday 26th June 2026
Location and working model
This role is based at either our UK London HQ or our US Durham HQ, and follows a hybrid working model. You will be expected to work onsite regularly, typically 2/3 days per week.
Why Us?
At ViiV Healthcare, we will not rest until we leave no person living with HIV behind. Until the 40 million people living with HIV is down to zero, we will continue searching for new ways to limit the impact of HIV. We are the only pharmaceutical company solely focused on combating, preventing, and ultimately eradicating HIV and AIDS. At ViiV Healthcare, we do things differently. Born out of a partnership between GSK and Pfizer in 2009, with Shionogi joining in 2012, we are determined to help end the HIV epidemic. We are guided by our mission to leave no person living with HIV behind and it is this mission that unites our employees located across the globe. We combine expertise in research, manufacturing, policy and more to push the boundaries of what people think is possible in HIV treatment and care. As a result of our connection with GSK, we are able to draw on their proud history and resources. This means that you would receive all the employee benefits offered by GSK.
Living our mission of leaving no person living with HIV behind means keeping inclusion and diversity at the heart of everything we do - from our breakthrough innovation, to our diverse portfolio of medicines as well as the work we do to partner with HIV communities. Having a truly inclusive culture where we're all able to be ourselves and feel like we belong will make us an even stronger team, better able to perform as a business and deliver on our mission to leave no person living with HIV behind.
ViiV is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law.
Global Medical Customer Experience & Omnichannel Director employer: Gsk
At ViiV Healthcare, we are dedicated to creating an inclusive and innovative work environment where every employee can thrive. Our commitment to leaving no person living with HIV behind drives our mission, and we offer extensive employee benefits through our partnership with GSK, alongside opportunities for professional growth and development. With a hybrid working model based in vibrant locations like London and Durham, we foster a culture of collaboration and accountability, ensuring that our team is empowered to make a meaningful impact in the fight against HIV.
StudySmarter Expert Advice🤫
We think this is how you could land Global Medical Customer Experience & Omnichannel Director
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We think you need these skills to ace Global Medical Customer Experience & Omnichannel Director
Some tips for your application 🫡
Showcase Your Relevant Experience:When applying for a role in the pharmaceutical industry, it's crucial to highlight any relevant experience you have. Whether that's internships, lab work, or even related coursework, make sure to weave this into your CV and cover letter. We want to see how your background aligns with the role you're applying for at Gsk!
Emphasise Your Understanding of Regulations:The pharmaceutical industry is heavily regulated, so it's important to indicate your familiarity with industry standards and regulations. In your cover letter, mention any training or certifications you've received that are relevant, or discuss projects where you’ve navigated compliance. This will show Gsk that you're not just a fit for the job but also a safety-conscious candidate!
Tailor Your CV to Be Result-Driven:Craft your CV to highlight quantifiable achievements, especially if you have previous roles in pharmaceuticals or related fields. Use metrics to demonstrate your impact, such as improved processing times or successful project completions while working on trials. This analytical approach will resonate well with hiring managers at Gsk!
Convey Your Passion for the Industry:In your cover letter, express why you are passionate about working in the pharmaceutical sector. Whether it’s your desire to contribute to groundbreaking drug research or improve patient outcomes, let it shine through! At Gsk, we value candidates who are truly enthusiastic about their work—you might just stand out from the crowd.
How to prepare for a job interview at Gsk
✨Understand the Science
Make sure you brush up on key pharmaceutical concepts and recent developments in the industry. You might get asked some technical questions during the interview at Gsk that show your grasp of drug development processes or regulatory requirements, so be ready to discuss them clearly.
✨Showcase Relevant Experience
If you have any hands-on experience or internships in a laboratory setting, be sure to highlight these in your responses. Think about the projects you worked on, the methodologies you used, and the impact you made. It's all about telling a story that connects your background to the role you're applying for.
✨Know Their Products
Take some time to familiarise yourself with Gsk’s product range and recent breakthroughs. Understanding their portfolio not only shows your enthusiasm for the role but also allows you to ask insightful questions that demonstrate your interest in actively contributing to their projects.
✨Be Ready for Regulatory Scenarios
In a full-time pharmaceutical role, understanding the regulatory landscape is crucial. Prepare for situational questions that may test your problem-solving skills concerning compliance and safety standards. You could be asked how you'd handle a hypothetical issue regarding a drug’s market release, so think through your approach.
