Customer Experience Design Manager

Position Summary: This role sits under the GSK PH Omnichannel Team and is responsible for defining overall channel strategy, mapping out end-to-end customer journeys, activating & scaling digital channels, analyzing campaign effectiveness, and continuously improving customer experience.

Major stakeholders: Business Unit Directors, Sales, Marketing, Commercial Operations, Medical, Tech/IT, Compliance, Legal.

Primary Duties & Responsibilities:

CHANNEL STRATEGY:

• Develops and executes data and insight-driven strategies for selecting, integrating, and managing marketing channels to increase customer reach, enhance engagement, and drive business impact.
• Defines the optimal channel mix (Digital and Face-to-Face) based on customer preferences.
• Identifies opportunities to activate and scale new/emerging channels.

CUSTOMER EXPERIENCE (CX) MANAGEMENT:

• Maps out end-to-end experience of customers with GSK brands, identifying touchpoints, pain points, & opportunities to improve omnichannel effectiveness.
• Provides overall direction for enhancing CX based on data and customer insights.
• Drives continuous improvement in tools, documentation, and processes; Works closely with Tech to improve channel experience and raises any risks, concerns, business implications of channel.
• Manages and monitors the performance of various internal & external platforms (GSK-owned and Third Party) Channel Strategy.

CUSTOMER INSIGHTS:

• Acts as the voice of the customer (VoC), ensuring that customer feedback is regularly collected, analyzed, and acted upon; Understands customer insights, identifies pain points and barriers to conversion.
• Leverages data and insights from different sources (CX framework, Digital Analytics, Sales Force feedback, Customer Satisfaction Score, external Market Research) to inform and adjust campaign plans.
• Tracks campaign performance and acts as an expert, providing suggestions to brand teams on how to drive continuous improvement in customer engagement.

STAKEHOLDER MANAGEMENT & CROSS-FUNCTIONAL COLLABORATION:

• Collaborates with cross-functional teams to drive adoption of Omnichannel Ways of Working (WOWs) and/or relevant GSK tools/platforms.

Experience & Educational Qualifications:

• Bachelor's Degree in Sales, Marketing, or any other related discipline; MBA preferred.
• 5+ years of relevant experience, preferably in digital marketing, brand management, omnichannel engagement, customer experience, or equivalent.

Preferred Certifications:

• Digital Marketing Certifications.
• Data Analytics Certifications.
• Project Management Certifications.

Skills & Knowledge:

Technical Skills:

• Channel Strategy
• Customer Experience Design
• User Journey Mapping
• Campaign Design & Management
• Data Analytics & Customer Insighting
• Digital Marketing
• User Interface (UI) Design

Business/ Behavioral Skills:

• (MUST HAVE) Leadership & Influence: Ability to inspire others, persuasively communicate ideas to achieve common goals, demonstrate trust & credibility, and drive change/ transformation within the organization.
• Collaboration, Stakeholder Management, Decision-making skills.
• Growth Mindset, Innovative Thinking, Learning Agility.

Tools Knowledge:

• Working knowledge of MS Office suite.
• Expertise in Marketing automation tools like SFMC.
• Familiarity with CRM tools like Veeva.
• Familiarity with Web Analytics tools like Google Analytics.

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.