Manager, Customer Experience, Medical Affairs

GlaxoSmithKline; Mississauga; Hybrid; CAD 124,000 - 174,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

GlaxoSmithKline in Mississauga, Canada, seeks a Manager, Customer Experience, Medical Affairs, to lead CX strategy and execution for Medical teams and to drive enterprise-level CX initiatives across the Canadian LOC. Hybrid role with 2-3 days in-office, remote days, and collaboration with regional/global teams.

You will design CX journeys, optimize communications and scientific content, and partner with Commercial and Governance teams to maximize patient and HCP impact while advancing

Qualifications

• Minimum 2 years in Medical Affairs, CX, or a regulated industry partnering with Medical Affairs or CX.
• Knowledge of CX, AI, digital platforms and systems in pharma and other industries.
• Strategic thinker with enterprise mindset and change management experience.
• Strong project management with problem-solving and prioritization skills.
• Ability to translate customer needs into journey designs, business requirements and backlogs.
• Data-driven with ability to measure performance and derive insights.

Responsibilities

• Lead CX strategy and execution for Medical teams to build CX capabilities and an enterprise mindset.
• Embed CX tactics into asset-level strategies and formulate meaningful HCP engagement plans.
• Translate asset strategies into insight-led CX journeys with defined needs, audiences, touchpoints, measures, and accountability.
• Contribute to enterprise CX strategy development and execution.
• Accelerate adoption of CX solutions, channels, and tactics for impactful HCP engagements.
• Collaborate with Medical, Governance, Education, Information and PV to ensure alignment and efficiency.

Skills

Cross-Functional Leadership

Digital Fluency

Enterprise Thinking

High Impact Communication

Launch Excellence

Patient Impact

Education

Bachelor's degree in science/healthcare/engineering/business/digital

Job description

Over the last few years, Medical has advanced from the initial buzz of “omnichannel” to a customer-focused culture that is deeply integrated within the Canadian Medical Strategy and Operating Model and embedded within the organization’s day-to-day operations. Join the growing Medical Customer Experience (CX) team as we continue to embrace the needs of the modern HCPs and integrate this culture across the organization. Reporting to the Lead, Medical Strategy, Performance, and Operations, the Manager, Customer Experience, Medical Affairs will contribute to the development of a fully integrated CX ecosystem that is customer-centric, people-focused, and deeply rooted within our scientific strategies, ensuring we optimize access to scientific information, maximize impact on H CPs’ scientific beliefs, and actively reshape the Canadian healthcare landscape in support of patients. The Manager, Customer Experience, Medical Affairs will partner directly with assigned asset teams to integrate the customer-centric culture and bring impactful HCP engagements to life. Additionally, the Manager, Customer Experience, Medical Affairs will partner locally, regionally, and globally to manage, integrate, and optimize enterprise-level CX initiatives across the Canadian LOC. Balancing individual TA team needs with strategic enterprise thinking will be essential as the Manager, Customer Experience builds trusted relationships with stakeholders across local, regional, and global organizations. Whether working within an assigned TA team or across the local enterprise, the Manager, Customer Experience leads the strategic design, execution, and optimization of high-value, seamless, and impactful HCP engagements, in alignment with the asset strategy and Medical business objectives.

Responsibilities

• Lead CX strategy and execution with the assigned TA(s) and/or across Medical to: Build CX capabilities and maturity for Medical, champion a customer-centric, data-driven, and enterprise mindset to continue advancing the customer experience.
• Lead CX tactics development and embed into asset-level strategies, in alignment with overarching Medical business objectives, to formulate meaningful HCP engagement plans.
• Translate asset strategies into insight-led CX journeys with clear customer needs, objectives, audiences, touchpoints, measures, and accountabilities
• Contribute to enterprise-level CX strategy development and execution.
• Accelerate the adoption of priority CX solutions, channels, and tactics to drive impactful HCP engagements.
• Optimize scientific content generation, localization, utilization, and engagement.
• Amplify and integrate the user voices across Head Office and Field roles to drive co-creation and adoption.
• Design and implement future-focused ways of working, workflows, and processes that simplify execution and accelerate impact delivery across Medical.
• Measure performance, generate insights, and communicate results with a focus on continuous process and quality improvement.
• Adopt an agile approach to CX integration and change management to ensure sustainable growth, adoption, and execution.
• Partner with other Medical functions, including Governance, Medical Education, Medical Information and Pharmacovigilance, and Evidence Generation teams, to ensure strategic alignment, drive organizational efficiency, and maximize impact.
• Partner with Commercial teams to ensure an integrated CX approach with coordinated HCP engagements.
• Collaborate with external vendors and agencies to deliver and manage CX solutions.
• Cultivate a bold and courageous appetite for innovation while working within established governance, legal, and compliance frameworks to ensure appropriate risk management.
• Stay up to date on evolving CX discipline and standards across industries and within pharmaceuticals.

Why You?

This role is hybrid. You will be expected to work from a GSK office in Mississauga 2-3 days per week, with agreed remote days.

Basic Qualifications

• Minimum 2 years of experience in Medical Affairs, or Pharmaceuticals with experience in partnering with Medical Affairs, or Customer Experience/CX in a regulated industry (e.g. healthcare, banking, government)
• Degree in science, health care, mathematics, engineering, business management, digital, systems, and/or a related field.
• Knowledge of CX, artificial intelligence, digital platforms, and systems used in the pharmaceutical industry and across other industries leading on CX.
• Strategic thinker with an enterprise mindset and experience in change management.
• Complex project management experience with the ability to problem-solve and prioritize effectively.
• Demonstrated ability to translate customer and user needs into journey designs, business requirements, prioritized backlogs, measurement plans, and scalable solutions.
• Data-driven mindset with the ability to measure performance and generate actionable insights.
• Accountable and flexible with the ability to work independently and in team settings.
• Ability to lead with influence and impact as an individual contributor.
• Enterprise mindset with the ability to successfully engage multiple stakeholders.
• Experience with agile ways of working and/or methodologies.
• Knowledge or experience with specific methodologies (e.g. Scrum, Kanban) is considered an asset.

Preferred Qualifications

• Experience with agile ways of working and/or methodologies.
• Knowledge or experience with specific methodologies (e.g. Scrum, Kanban) is considered an asset.

What success looks like

You will help make customer interactions simpler, more consistent and more valuable. You will build trust with internal partners and external users. You will deliver clear metrics and visible improvements. You will grow your skills and influence while helping the business focus on outcomes that matter to patients and healthcare teams.

Skills

• Cross-Functional Leadership
• Digital Fluency
• Enterprise Thinking
• High Impact Communication
• Launch Excellence
• Patient Impact

In compliance with Ontario's provincial pay transparency legislation, this job posting includes a salary range to support equitable and informed hiring practices. The annual compensation for this role is CAD124,000 to CAD174,000 , determined based on experience, qualifications, and internal equity. Salary ranges for other locations are shown because some markets have pay transparency laws that require salary information on job postings, and those locations are potential job sites for this role. If salary ranges are not displayed in the job posting for a specific location or country, the relevant compensation will be discussed during the recruitment process.

Why GSK?

Uniting science, technology and talent to get ahead of disease together. GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale. People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

GSK is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law. GSK is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please contact us at [e-mail]. Please do not send resumes to this e-mail and instead apply through the online application process of this posting.