Job Description

The role reports to Experience Design & Channel Orchestrator Lead and the Grade of the Job will be 7/8 The person will act in an individual contributor capacity Primary Duties & Responsibilities: Campaign User Journey Design & Execution 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 (eg, emails, IM, 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 Customer Experience Supports in developing the detailed customer experience roadmap with prioritization rules and guidelines for improving the customer experience Liaises with BUDs (at an above brand level) to ensure HCPs are receiving the best GSK experience Provides inputs for enhancing CX by analysing business objectives and customer needs as well as developing, communicating, and implementing business strategies and practices 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 Journey Analytics & Insights 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 Cross-functional Collaboration Collaborates with Channel expert, 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 etc.) to use the appropriate GSK supported tools and ensures all functions & Business partners are kept informed of certain channel/campaign objectives Project Management and Support Transforms tasks into intuitive, accessible, and easy-to-use designs through the entire experience lifecycle Supports multiple projects to ensure appropriate campaign user journeys are available and well-orchestrated for campaigns execution Partners with or/and manages Agencies/Vendors as needed Experience & Educational Qualifications: Bachelors Degree in Sales, Marketing, or any other related discipline. MBA preferred. 6+ years of recommended total experience, including 4+ years of relevant experience, preferably in customer journey design, digital marketing, omnichannel engagement, or customer experience. Preferred Certifications: Digital Marketing Certifications Data Analytics Certifications Project Management Certifications Technical Skills: Customer Journey Design: Ability to design an effective campaign user journey across various touchpoints Customer Journey Mapping: Ability to visualize and analyze the various touchpoints and interactions with the HCPs and act on it to ensure seamless customer experience Channel Management: Ability to ensure that right set of channels are available & orchestrated to support the execution of defined campaign user journeys Campaign Management: Ability to support OC campaigns with designing impactful user journeys Customer Experience Management: Ability to manage the HCP experiences across all touchpoints in the campaign user journey to maximize customer satisfaction A/B Testing: Ability to design and conduct controlled experiments to compare the performance of two or more different versions or variations of campaign user journeys Marketing Automation: Ability to leverage relevant tools and platforms to automate marketing tasks and processes, such as email campaigns, social media management, and customer segmentation Digital Marketing: Ability to engage with HCPs through various digital channels, such as search engines (SEO/SEM), social media, emails, websites, etc. to support the design & execution of campaign user journeys, and enhance the customer experience Behavioral Skills: Ability to collaborate seamlessly across teams, levels and functions to enable execution of campaign user journeys Ability to perform an in-depth analysis of journey performance data and suggest improvements Ability to effectively manage the complexity of incorporating various sources of inputs, customer feedback, past performance data into the journey design Ability to drive results and be effective in communication across key stakeholder groups Ability to think innovatively and develop impactful campaign user journeys to ensure enhanced customer experience Tools Knowledge: Working knowledge of MS Office suite Expertise in Marketing automation tools like SFMC, Pardot Familiarity with Web Analytics tools like Google Analytics Familiarity with CRMs like Veeva, Salesforce

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