Senior Manager, experience design & channel orchestrator

This role will be responsible for designing & planning of HCP journeys. Experience Design & Channel Orchestrator will activate & scale new channels, perform cross-channel orchestration, define channel strategy, and measure channel effectiveness to craft an Omnichannel (OC) customer experience.
Customer Journey & Experience Management
• Designs HCP journeys with the right touchpoints, frequency & sequencing, leveraging HCP 360 and behaviour-based personas; designs holistic, OC customer experience delivery ecosystem with maximized reach & impact
• Provides overall direction for enhancing CX by analyzing business objectives and customer needs as well as developing, communicating, and implementing business strategies and practices whilst driving continuous improvement in CX tools, documentation, and processes
• Ensures that digital and physical interactions are consistent, using technology and digital solutions; establishes a closed loop feedback strategy to create a meaningful engagement.
• Develops high-level customer experience roadmap; sets prioritization rules and develops guidelines for improving customer experience.
• Monitors the performance of various internal & external platforms like GSK owned web portal for HCPs/ 3P/ Other Brand.com pages to improve the user experience.
Channel Strategy
• Leads channel strategy/action plan and ensures improvement in quality of customer interactions though improved cross-channel orchestration & personalization.
• Identifies opportunities to establish new channels (voice, chatbots, social etc.) based on customer preferences and formulates strategies to scale them.
• Provides recommendations on GSK owned and non-GSK owned channels (e.g., site, email, paid social); works closely with Tech to improve channel experience and raises any risks/concerns/business implications of channel choices.
Customer Insights & Analytics
• Leverages CX framework, insights from customer data & information from different channels (e.g., Field Force team feedback, social media, market trends, NPS scores etc.) and external market research reports for trends to adjust customer engagement strategy
• Acts as the voice of the customer to inform brand strategy, ensuring the tactical plan successfully addresses CX challenges and opportunities
• Tracks performance of activities, customer journeys & respective channels and acts as an expert, providing suggestions to respective brand teams on how to continually optimize
Cross-functional Collaboration
• Collaborates with cross-functional teams (Field, Marketing, Medical etc.) to use the appropriate GSK supported tools and ensures all functions & Business partners are kept informed of certain channel/campaign objectives.
Guides on the execution of an orchestrated customer journey