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