Overview
In this role you will lead how GSK uses AI and digital products to improve patient and provider experiences, speed access to therapy, and streamline patient support across CRM, portals, and apps. You will work with Patient Services leaders and frontline teams to identify where AI and digital design can create the most impact, then own end-to-end delivery from discovery to production. You’ll balance build, buy, and partner options, define success metrics, and ensure responsible AI use within regulatory standards. This position sits at the intersection of product, engineering, and patient services operations and aims to drive measurable adoption and patient outcomes.
Responsibilities
- Turn pain points in patient journeys and hub operations into clear problem statements with cross-functional teams
- Identify value opportunities for AI, agentic tech, and digital products across CRM, portals, apps, enrollment, benefits investigation, case management, and engagement
- Build business cases and own product strategy and roadmap, evaluating build, buy, and partner options
- Lead end-to-end delivery with engineers, data scientists, UX/UI designers, and vendors using Agile/Scrum
- Collaborate with data engineers to secure data foundations, ensure data quality, lineage, master data alignment, API integrations, and PHI exchange
- Set quality bar for products and AI solutions; validate usability; monitor production performance, manage versioning, and drive continuous improvements
- Ensure responsible AI use with governance, privacy, and regulatory alignment (HIPAA, GDPR)
- Manage budgets, timelines, vendor performance, and delivery risk
- Prototype, validate, and drive adoption with enablement, training, and SOP updates
- Develop reusable patterns for other teams to adopt
Key requirements
- Bachelor's degree in business, computer science, data science, public health, or life sciences
- 5+ years in life sciences, specialty pharmacy, hub services, telehealth, digital health with patient services impact
- 3+ years delivering digital solutions for patient services or healthcare providers
- Experience with Salesforce Health Cloud, Salesforce Life Sciences Cloud, or comparable CRM
- Experience developing roadmaps, business cases, or investment recommendations
- Experience leading technology implementations through delivery and production deployment
- Experience in regulated healthcare, pharmaceutical, or life sciences environments
- Experience with healthcare data privacy, security, or compliance (HIPAA, GDPR)
- Experience with Agile/Scrum or similar methodologies
- Strategic thinking
- Cross-functional collaboration
- Communication
- Agile/Scrum
- AI governance and responsible AI practices
- Data integration and API design
Sr. AI Product Manager- CRM Portals and Apps employer: GSK
GSK is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Stevenage. With a strong commitment to employee growth, you will have access to extensive development opportunities while working on groundbreaking medicine projects. The hybrid work model and future relocation to Cambridge provide a unique advantage, ensuring a vibrant environment for both personal and professional advancement.
