Customer Experience Expert (m/f/d)

GSK has bold commercial ambitions for the future. By 2031, we aim to deliver £38 billion in annual sales – building from existing strong performance momentum which will significantly increase the positive impact we can have on the health of billions of patients around the world. Our Ahead Together strategy means intervening early to prevent and change the course of disease, helping to protect people and support healthcare systems.

Our portfolio is made up of vaccines, specialty medicines and general medicines. These are the three different types of products we create to prevent and treat disease, many with the potential to be first-or best-in-class.

We are currently looking for a

Customer Experience Expert (m/f/d)

The position is available as part-time (at least 80%)

Start: As soon as possible

Location: Baar (Zug)

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

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)

Find out more: 

Annual Report 2023

Product Pipeline

#LI-GSK

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

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GSK is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

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