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 x-functional talent who are creative, innovative, and accountable for impact. The GPS-aligned 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 global-to-local 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 customer-centric 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 local-to-global insight loop

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

  • Support with AI-Powered 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 Digital-Plus Go-To-Market model to increase reach and effectiveness of customer engagement to realise global SG&A optimisation goals

• Optimise Mature brands: support successful scaling of Digital-Only Go-To-Market model across 10% GSK revenue (by end ‘26) to optimise SG&A & catalyse AI-enhanced data-driven 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 Digital-Only Cx Leads to provide data-driven 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 self-serve 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 data-driven 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 execution 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 customer-centric 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.

During the course of your application, you will be requested to complete voluntary information which will be used in monitoring the effectiveness of our equality and diversity policies. Your information will be treated as confidential and will not be used in any part of the selection process.  If you require a reasonable adjustment to the application / selection process to enable you to demonstrate your ability to perform the job requirements, please contact 0808 234 4391. This will help us to understand any modifications we may need to make to support you throughout our selection process.

#LI-GSK

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.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, 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*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on Ukdiversity.recruitment@gsk.com or 0808 234 4391.  The helpline is available from 8.30am to 12.00 noon Monday to Friday, during bank holidays these times and days may vary.

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