Omnichannel Experience Design Manager

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 (e.g., 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