Customer Experience Designer Manager

This role will be responsible for designing and planning campaigns and engagements based on a deep understanding of the customer journey, their pains, and needs. The Customer Experience Designer will act as the primary point of contact for brand teams to design campaigns and journeys to ensure that customer engagements are well-orchestrated across all available channels/customer touchpoints. The person will track customer engagement and generate relevant insights to continuously improve / refine campaign user journeys for maximum impact and enhanced Customer Experience (CX) and will be the owner of providing the connected journey experience at a LOC (country level) for a customer.

Your Responsibilities :

This role gives YOU the opportunity to lead key activities to progress YOUR career, the main of these are:

• Designs well-orchestrated campaign user journeys with the right touchpoints, frequency & sequencing, leveraging HCP 360 and behaviour-based personas;

• Designs holistic, Omnichannel (OC) Customer Experience delivery ecosystem with maximized reach & impact;

• Develops a connected plan for execution of campaign user journeys across different channels (e.g., WhatsApp, emails, portal, apps, webinars, social media etc.);

• Liaises with campaign execution teams (using platforms such as SFMC) to support execution of OC campaigns & dynamic campaign user journeys and deliver connected, personalized, and 1:1 Customer Experience based on HCP needs & preferences;

• Deep understand of CRM database to be able to target and segmentate customers;

• Supports in developing the detailed Customer Experience roadmap with prioritization rules and guidelines for improving the Customer Experience;

• Ensures that any digital and F2F interaction is consistent, using technology and digital solutions; establishes a closed loop feedback strategy to create a meaningful engagement;

• Working closely with the OC Analytics team to track performance of campaign user journeys and provides suggestions to respective brand teams on how to continually optimise the campaign user journeys for enhanced CX;

• Analyses customer feedback / insights to act as the voice of the customer to inform brand strategy, ensuring the tactical plan successfully addresses CX challenges and opportunities;

• Collaborates with Digital Product & Channel Manager, Content executive, and Core Marketing/Brand teams to ensure that the campaign user journeys are developed wholistically; ensures cross-channel coordination;

• Collaborates with cross-functional teams (Sales, Marketing, Medical, TECH etc.) to use the appropriate GSK supported tools and ensures all functions & Business partners are kept informed of certain channel/campaign objectives.

Why you?

Basic Qualifications:

We are looking for professionals with these characteristics to achieve our goals:

• Bachelor’s Degree in Sales, Marketing, or any other related discipline.

• Consolidated experience in customer journey design, digital marketing, omnichannel engagement or Customer Experience.

• Experience designing and planning campaign user journeys;

• Fluent English.

• Knowledge in MS Office, Marketing automation tools like SFMC and Pardot, Google Analytics , Familiarity with CRMs like Veeva and Salesforce.

Preferred Qualifications:

However, if you have the following, it would be a plus:

• Marketing Cloud

• Adobe Campaign

• Adobe Experience

• Digital Marketing Certifications

• Data Analytics Certifications

• Project Management Certification

If you feel this is your next career move, please apply up to January 27, 2024.

#LI-GSK #OCJourney

Why GSK?

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. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years.

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.

Attention: Mandatory Vaccination against COVID-19 at GSK

Since the beginning of the pandemic, we have implemented numerous measures aimed at protecting everyone against COVID-19, as well as following the guidelines of the authorities with discipline.
As a science-led healthcare company and a world leader in Vaccines, GSK plays an important role in disease prevention. We believe that vaccination against COVID-19 is the most effective way to stop the contamination and spread of new variants of the coronavirus. Only mass immunization protects everyone in the community and reduces the risk of contagion.
In this context, GSK has taken the decision to require all employees to be fully vaccinated against COVID-19. Therefore, the presentation of the vaccination certificate against COVID-19 will be one of the requirements during the admission process.

Why Us?

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 organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

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 workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We’re committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

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