Customer Experience Lead

**Site Name**: Mississauga Milverton Drive
**Posted Date**: Oct 29 2024

**_
Job Purpose_**

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 Accelerator Team is a vital pillar of this organization, executing digital-only customer experiences across the GSK portfolio in markets outside the US.

This Cx Lead will play pivotal role in leading and executing disruptive innovative strategies for Canada LOC that elevate customer engagement, satisfaction, and loyalty in line with business strategy & customer/patient needs, whilst delivering revenue growth, differentiating GSK from competitors.

This role will report directly to the Cx Director GCI Region within Digital Fuel Accelerator Team and will have direct people leadership for group of CX Delivery Managers and play pivotal role in leading existing as well as establishing new Scrum Teams to successfully deliver the Digital Fuel business proposition as _trusted business partner - highly accountable GSK experts, fully integrated into GSK infrastructure & latest Tech advances, committed to driving superior Cx & maximum impact - #AheadTogether_

**Key Responsibilities**:
**Lead the business partnership** **with key Markets** to build strong Digital-Only or Digital Hybrid strategy, aligned to Global Brand strategy and market specifics for prioritized GenMed brands.
- Form clear business cases for expansion opportunities in other TAs, including necessary investment & mobilise resources in partnership with Cx Director

**Lead cross-functional team** to build insight based operational plan and secure excellence in execution with proper performance management in place.
- Manage cross-functional Global, Regional, Local stakeholders and third parties to execute flawlessly, including MOC, 3rd party vendors to ensure timely execution of campaigns / channels with appropriate regional governance.
- Establish key performance indicators to measure the impact of CX initiatives and lead team as well as internal/external partners to ensure regular Input-Lead-Lag indicator analysis, distilling key insights and engaging Digital Fuel and Market leadership on data-driven optimization recommendations.
- Carry out necessary compliance and management monitoring activities on routine basis to mitigate identified risks across the Digital Fuel.

**People leadership **of Cx Delivery Managers and broader leadership in Scrum Teams (consists of Delivery Manager, ScrumMaster, Data Analyst) as well as offer wider leadership support to Cx Director in GCI.
- on the job leadership in line with GSK 70:20:10 model, day to day operations for the assigned team of direct report. Responsibility for external talent acquisition.
- capability growth for direct reports aligned to individual development plan and foster innovation utilization across GCI Accelerator team and beyond.

**Collaborate across Digital Fuel & Tech** to ensure seamless implementation of Cx Strategies and foster** test & learn approach to implement Innovative solutions**
- Work closely with internal and external stakeholders on development and execution of prototypes/ MVPs to test new customer experience strategies/ initiatives.
- Feedback & influence Digital & Tech Roadmaps where relevant to ensure integration with key CX initiatives.

**_ Why You?_**
- Track record of success in Pharma industry leadership roles at LOC/Regional/Global level. Experience in respiratory products would be considered as advantage.
- Excellent people engagement skills - building credibility with, and insights through a strong internal/external stakeholder network to drive performance and change in complex matrix organization.
- Agile mindset with design thinking & problem-solving attitude to establish business partnership with key stakeholders, by delivering and continuously optimizing appropriate solutions that achieve commercial goals.
- High accountability, project planning skills and track record of successfully delivering critical complex projects.
- Understanding in customer S&T and experience in marketing data & analytics, to distil insights to optimise marketing campaigns.
- Experience in GSK 3rd party marketing channels, platforms, Cx User Journeys, and modular content would be considered as advantage.
- Understanding of local pharmaceutical codes and regulations. 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.
- Demonstrates strong customer focus and awareness of digital industry trends.

**_ Why GSK?_**
- GlaxoSmithKline (GSK) is a science-led global healthcare company with a special purpose: to h