Customer Experience Expert

Job description:

As the Subject Matter Expert for Customer Engagement User Journeys, you will play a key role in shaping, executing, and continuously improving how we engage with our customers across digital and traditional channels. You will provide expert guidance and support to both the Medical Department and Business Units on the use of GSK-owned and non-GSK digital channels, such as email, web, and events.

You will drive the development of automated, data-driven, and personalized user journeys, ensuring impactful campaigns that deliver outstanding customer experiences. By leveraging customer insights and usage data, you will guide strategic decisions on channel selection and usage.

In addition, you will contribute to building capabilities in new digital channels for both Medical and Commercial teams. You will enforce best practices across global and local platforms, ensuring coordinated use of GSK and non-GSK channels across teams.

As the Swiss LOC champion for the Content Production Process, Content Lab system, and the collaboration with the Marketing Operations Centre, you will ensure a smooth, agile, and well-supported content creation process. You will also manage onboarding, training, and ongoing support for local Medical and Commercial teams, leveraging existing GSK resources.

Furthermore, you will collaborate closely with the Multi-Channel Expert, Data Analyst, Marketing Operations Centre, and global Tech teams to continuously evolve and enhance the digital customer experience.

Key Responsibilities:

• In close collaboration with Brand Managers, MSE and Content Specialist, consult and advise on GSK owned and non-GSK owned Customer Engagements channels and the design and integration into effective User Journeys
• Continuously build the digital customer engagement competency in the Medical & Brand Teams to enable the Teams deliver impactful User Journeys
• Leverages campaign & customer insights and drives continuous improvement in the digital customer experience
• Ensure a high level of digital channel orchestration of GSK and non-GSK channel usage
• Act as Owner of the GSK Digital Core Channels (E-Mail, Web, E-Detail)
• Act as Swiss LOC champion for the Content Production Process
• Actively maintains a GSK internal and market Switzerland network to benefit from available developments and synergies

Required profile:

Why you?

Basic Qualifications:

We are looking for professionals with these required skills to achieve our goals:

• Minimum business management training, preferably Master degree in economics, communication, or Digital Marketing
• Good knowledge of core Digital Marketing Channels E-Mail, WebSites and User Journey design
• Knowledge of HTML, Web Analytics Tools
• Basic knowledge of Salesforce Marketing Cloud or similar Platforms is a big advantage
• Written and oral communication in German and English. French would be a big advantage
• Autodidact and problem solver with perseverance and a very quick grasp of complex structures
• Fluency in German (at least C1 level) and English. Knowledge of French would be an advantage.

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

• Experience as a Digital Marketer, Digital Marketing Consultant
• Experience working in larger organisations
• Engaged, solution-oriented person who is eager to learn, is not satisfied with the status-quo and has a hands-on approach to technology
• Comfortable and agile working in big structures with multiple supplier organisations
• Customer oriented person with a high service and team mentality (Flair for Inhouse-Consulting)

What we offer:

Find out more: 

Annual Report 2023

Product Pipeline