Omnichannel Experience Design Manager

Campaign User Journey Design & Execution
\n Designs well-orchestrated campaign user journeys with the right touchpoints, frequency & sequencing, leveraging HCP 360
\n and behaviour-based personas
\n Designs holistic, Omnichannel (OC) customer experience delivery ecosystem with maximized reach & impact
\n Develops a connected plan for execution of campaign user journeys across different channels (e.g., emails, IM, portal, apps,
\n webinars, social media etc.)
\n Liaises with campaign execution teams (using platforms such as SFMC) to support execution of OC campaigns & dynamic
\n campaign user journeys and deliver connected, personalized, and 1:1 customer experience based on HCP needs &
\n preferences
\n Customer Experience
\n Supports in developing the detailed customer experience roadmap with prioritization rules and guidelines for improving the
\n customer experience
\n Liaises with BUDs (at an above brand level) to ensure HCPs are receiving the best GSK experience
\n Provides inputs for enhancing CX by analysing business objectives and customer needs as well as developing,
\n communicating, and implementing business strategies and practices
\n Ensures that any digital and F2F interaction is consistent, using technology and digital solutions; establishes a closed loop
\n feedback strategy to create a meaningful engagement
\n Journey Analytics & Insights
\n Working closely with the OC Analytics team to track performance of campaign user journeys and provides suggestions to
\n respective brand teams on how to continually optimise the campaign user journeys for enhanced CX
\n Analyses customer feedback / insights to act as the voice of the customer to inform brand strategy, ensuring the tactical plan
\n successfully addresses CX challenges and opportunities
\n Cross-functional Collaboration
\n Collaborates with Channel expert, Content executive, and Core Marketing/Brand teams to ensure that the campaign user
\n journeys are developed wholistically; ensures cross-channel coordination
\n Collaborates with cross-functional teams (Sales, Marketing, Medical etc.) to use the appropriate GSK supported tools and
\n ensures all functions & Business partners are kept informed of certain channel/campaign objectives