Medical Customer Experience

Il y a 2 mois

Wavre, Belgique GSK Temps plein

**Site Name**: UK - London - Brentford, India - Maharashtra - Worli Mumbai, Singapore - Rochester Park, USA - North Carolina - Durham, USA - Pennsylvania - Upper Providence, Wavre

**Posted Date**: Jun 28 2023

GSK is a place where outstanding people do amazing things. As a science-led global healthcare company, we exist to help people do more, feel better, live longer. Our goal is to be one of the most innovative, best performing, and trusted healthcare companies.

GSK’s General Medicines therapeutic area (TA) is vital to GSK, with a portfolio of trusted brands that will impact the lives of 700 million patients in the next decade. General Medicines delivers ~£9bn in sales for GSK and >90% of all of GSK pharmaceuticals volumes across ~150 brands and 10,000 SKUs to ~110 countries.

It is our ambition to transform General Medicines from delivering “broadly stable” sales into being a growth engine for GSK. To achieve this, we have defined and are implementing disease area strategies in partnership with R&D, medical, commercial and corporate development. These strategies have and continue to shape of our portfolio through targeted business development acquisitions and in-licensing deals.

A key enabler/accelerator of our success is to broaden the reach of Scientific Communications through an omnichannel approach built around the customer experience (Cx) and integrated as appropriate with Commercial. We must strive to ensure GSK’s science and data is effectively communicated to the right audiences, at the right time through the most relevant channels with delivery based on customer insight and need, and success demonstrated both quantitatively & qualitatively.

In order to continue our transformation in this space, we have exciting opportunities for digitally savvy Medical Affairs / Scientific Communications leaders to orchestrate and drive the Medical Cx Delivery. They will work closely with the Medical brand teams, Scientific Communications colleagues, the Medical Affairs Digital & Tech teams, as well as part of agile teams with the Commercial Cx Delivery Lead and Scrum Master.

**Key Responsibilities**:
In performing the role, the job holder will be responsible for:

- Orchestrate across the medical matrix teams, e.g. with Scientific Communications and the Congress Hub to curate the relevant content and drive execution
- Co-design/shape global user journeys with relevant content and channel mix, in collaboration with key strategic partners
- Guide Medical Teams on appropriate content format and structure for omnichannel execution
- Drive disciplined execution of user journeys and implementation tracking, where this is not supported
- Work with the Commercial Cx Delivery Lead to analyse user journey usage and shares insights with Global teams, including mD2i, along with recommendations
- Contribute to strengthened and continuously improving strategies and processes designed to effectively communicate our science and data internally, externally, and across many different disciplines
- Adopt and champion new approaches for digital scientific communications by actively maintaining awareness of industry trends to ensure the team remains relevant and competitive
- Be knowledgeable and work within governance & compliance frameworks, manage risk and mitigation approaches

**Job related Experience**:

- Commercial Cx Delivery Lead and Scrum Master
- GMALs, GMATs and Medical brand teams in the Omnichannel Sci Comms planning, content and delivery
- Regional and key LOC partners
- General Medicine’s Accelerator Team, Established Products Customer Strategy & Engagement, Medical Digital & Tech and Medical Affairs Excellence (MAE), Digital Fuel, including Capabilities & Practices, Medical Data-to-Insights (mD2I) and Congress Hub

**Basic Qualifications**:

- Bachelor’s degree in science, medicine or pharmacy
- Broad Pharmaceutical Industry experience
- Delivering omnichannel strategies (incl. personas, user journeys, content planning, delivery and analysis/iteration)
- Digital project management and execution
- Clear understanding of GSK compliance policies and procedures specifically ABPI, GSK Code
- Successful influencing within the matrix and across multiple stakeholders within GSK or related organisation to drive focus on most impactful things
- Demonstrated ability to strategically plan & work across boundaries and geographies effectively
- Effective time management, ability to clearly identify priorities and manage multiple tasks
- Proactive, self-motivated, self-reliant with effective organisational and prioritisation skills
- Effective lateral thinking capabilities - able to shape innovative operational and strategic solutions which deliver better value for patients

**Preferred Qualifications**:

- Advanced degree MD, PhD or PharmD
- Local, Regional or Global Medical Affairs, Commercial and/or R&D experience
- Extensive Pharmaceutical Industry experience, mainly in Medical Affairs
- Experience in scien

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