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Omnichannel Customer Experience Lead

3 mesi fa

Verona, Veneto, Italia GSK A tempo pieno

Site Name:
Italy - Verona

Posted Date:
Mar 8 2023

Role Description
GSK is transforming its pharma business and the way we interact with health care providers and other relevant stakeholders.

In this changing environment, where the pandemic situation has raised the need for a different approach, we are looking for an Omnichannel Lead to incorporate in Medical General Medicines to support the digital activities.


As GSK is a Data-Driven Company, this role will also contribute to establish the critical requirements in terms of Data Foundations to better address Medical needs and maximize the knowledge we host in house, leverages the power of data, analytics to, generate insights, and improve decision-making; the role will also involve in data visualization initiatives, finding synergies between areas and enabling data-driven storytelling and it will join the data mindset ambassadors, building a more data-centric culture and boosting our data-driven journey.


Main Responsibilities

  • Understands the market and the medical strategies to better suit the digital campaigns
  • Understand data sources, data flows and Medical needs transform data into information and insights.
  • Define and document requirements of key Medical Analytics and Insights, both on the Customer Analytics and Operational Analytics sides, including how Medical Analytics can be integrated with Commercial Analytics to provide a 360 degree Customer view
  • Define and improve the Digital Strategy
  • Orchestrates the Medical digital initiatives through the different channels ensuring the best HCP experience
  • Analyze relevant KPIs and insights related to the performance of the campaigns and the usage of the channels, to improve and adapt medical plans/customer journeys
  • Measures key performance metrics with insightful dashboards / tell a story via visualization: understand and elaborate insights based on website traffic, customer experience, customer engagement, conversion rate,
  • Acts as a key stakeholder in new digital projects (Multichannel e Omnichannel) within the medical plan, adding digital and analytical skills to the project
  • Brings and supports innovative digital initiatives within the medical team and look for synergies between other team members.
  • Liaise between data external partners and Digital&Tech teams to define / implement / test data interfaces.
  • Leads the design, plan and execution of user journeys across the different channels
  • Understands how digital touchpoints complement the traditional face to face channel and looks for the best integration to improve customer experience
  • Identify and document internal data users problems/questions

Mandatory requirements

  • Bachelor's degree in Digital MBA, Business, Data Science, Statistics, Economics, Engineering, Computer Science, Operations Research or scientific background (CTF, Biology, Medicine ecc.)
  • Two years of experience in the role of Digital Lead or experience in similar position, preferable in Pharma field
  • Fluent in English
  • Strong knowledge and experience on Medical Customer and Operational Analytics. Experience in integrating Medical and Commercial Analytics is a plus
  • Experience on design and implementation of Digital Strategy and Digital marketing campaigns with omnichannel approach
  • Understanding of Agile processes and mindsets
  • Preferable knowledge about Veeva CRM, Sales Force Marketing Cloud, AEM.
  • Experience with reporting tools, analytics platforms, data visualization (Power BI): knowledge selfservice BI approaches and predictive analytics solutions is a strong advantage
  • Knowledge of UX Design or data visualization will be a plus

Soft skills

  • Passion for driving business value add using data
  • Passion for innovation and "can do" attitude
  • Leadership skills
  • Willing to learn with a "why not" approach to testing and removing barriers; challenge the status quo
  • Curious about data technologies and finding uses and insights for all types of data
  • Strong analytical skills and problemsolving mindset
  • Ability to work effectively with people at all levels in an organization
  • Good communication skillset, assertiveness and political skill. Demonstrated ability to convince stakeholders by simplifying often complex data.
  • Creative and innovative team player with a high level of autonomy and responsibility, ready to take the challenge in a highly dynamic and agile environment
  • Influential skills to convince and lead the brand team to try new approaches
  • Enthusiastic, proactive and passionate to make progress
  • Willing to drive the digital transformation in the area

_ Why GSK?_:

  • Our values and expectations_
    _ __are at the heart of everything we do and form an important part of our culture._
  • Managing individual and team performance.
  • Committed to delivering high quality results, overcoming challenges, focusing on what matters, execution.
  • Implementing change initiatives and leading change.
  • Sustaining ene