Head of Customer Experience Technologies & Delivery

GSK; München; Hybrid; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

Ein globales biopharmazeutisches Unternehmen sucht einen Head of Customer Experience Technologies & Delivery in München. Die Rolle umfasst die Leitung eines Teams zur Implementierung von AI-Lösungen zur Verbesserung der Kundenerfahrung. Der ideale Kandidat hat einen Universitätsabschluss in Wirtschaft oder Technologie, Erfahrung im Kundenmanagement und fließende Kenntnisse in Deutsch und Englisch. Diese Position bietet hybride Arbeitsmöglichkeiten und ein wettbewerbsfähiges Gehalt.

Leistungen

Wettbewerbsfähiges Gehalt

Jährlicher Bonus basierend auf der Unternehmensleistung

Gesundheits- und Wohlfühlprogramme

Qualifikationen

• Erfahrung in der Implementierung von AI-Lösungen im Kundenservice.
• Einschlägige Kenntnisse über IoT und Wearable Technologien.
• Hervorragende Kommunikationsfähigkeiten in Deutsch und Englisch.

Aufgaben

• Leitung und Ausrichtung eines Expertenteams zur Anwendung von AI.
• Entwickeln einer integrierten Kundendatenstrategie.
• Optimierung der Kundenerfahrungen durch neue Technologien.

Kenntnisse

Datenstrategie und Intelligenz

Kundenerfahrung verbessern

AI und ML Kenntnisse

Analytische Fähigkeiten

Erfahrung im Teams leiten

Ausbildung

Universitätsabschluss in Wirtschaft oder Technologie

Tools

Cloud-Computing (AWS, Azure)

CRM-Systeme

Jobbeschreibung

Overview

Vergewissern Sie sich, dass Sie die für diese Stelle erforderlichen Fähigkeiten und Erfahrungen mitbringen, und bewerben Sie sich dann mit Ihrem Lebenslauf unten.

Head of Customer Experience Technologies & Delivery Germany

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems.

Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges.

This position focuses on transforming customer engagement and to leverage data and new technologies to generate scalable, personalized and predictive experiences, and ensures consistent implementation across the local organization with the goal of positioning GSK Germany as a leader in the use of technology to improve customer satisfaction, loyalty and patient outcomes.

This is an exciting opportunity to shape how customers experience GSK in Germany. You will lead efforts to understand customer needs, improve interactions, and use advanced data ecosystems, cutting-edge technologies, and digital solutions to design and deliver transformative customer experiences that optimize customer engagement across all touchpoints and ensure our services deliver real value.

Collaboration is key—you’ll work closely with cross-functional teams to drive customer-centric solutions. We’re looking for someone who is passionate about creating positive experiences, thrives in a fast-paced environment, and values teamwork and innovation.

Key Responsibilities

• Data Strategy and Intelligence
• Lead and set the direction of a team of subject matter experts who will enable and drive the application of AI across the customer experience, content, channels, and insights, including leadership in the matrix organization to drive change across all commercial and medical business areas, as well as working closely with the global data and tech teams.
• Create, monitor and drive delivery of an integrated customer data strategy that ensures seamless collection, storage, and use across all tech platforms.
• Targeted promotion of the use of artificial intelligence (AI) and machine learning (ML) algorithms to anticipate customer needs, identify external trends at an early stage, and personalize interactions even more effectively and effectively Cx solutions.
• Ensure that all data operations comply with global data privacy regulations (e.g., GDPR, HIPAA) and adhere to the highest security and governance standards.
• Technology-enabled personalization
• Lead the design and implementation of AI-powered personalization to enable tailored experiences across all customer journeys.
• Robust understanding and application of conversational AI, chatbots, and natural language processing (NLP) to create dynamic self-service solutions and improve customer support.
• Develop digital twins and simulation technologies to model and predict customer behavior and enable proactive initiatives.
• Robust understanding and application of Internet of Things (IoT) devices, wearables, and connected health platforms to gather real-world insights and gain insights about health.
• Advanced Analytics and Predictive Modeling
• Robust understanding and implementation of predictive analytics to predict customer behavior and optimize resource allocation.
• Drive organizational decision-making based on meaningful insights derived from structured and unstructured data, including social listening, survey data, and electronic health information.
• Work closely with GSK's analytics capabilities to effectively integrate customer data into broader business intelligence frameworks.
• Omnichannel-Tech-Integration
• Develop seamless integrated omnichannel journeys by integrating physical, digital, and hybrid channels through advanced technology solutions.
• Ensure interoperability between GSK platforms and channels so customers can easily switch between touchpoints.
• Innovate with AR / VR technologies for immersive customer training and engagement experiences.
• Automation and operational efficiency
• Ensuring measurable efficiency gains in customer experience through process automation and robotic process automation (RPA).
• Robust understanding and application of AI-driven workflow tools to improve the speed and accuracy of customer interactions.
• Continuously optimize data and technology systems for scalability and cost efficiency.

Why You

We will value your high accountability for impact, your ambition for patients and strategic curiosity, and your collaboration and influence abilities.

Basic Requirements

Experience

• University degree in a field of economics or technology / computer science
• Sound knowledge, experience and a comprehensive understanding of customer experience (User Experience is an advantage)
• Proven ability to develop data-driven strategies that improve customer retention and business performance.
• Expertise in predictive modeling, customer segmentation, and behavioral analysis.
• Strong ability to translate data insights into actionable business strategies.
• Proven experience in leading complex technology organizational changes / transformations across multicable commercial functions.
• Experience in implementing or piloting AI-powered solutions in the field of customer experience or customer service
• Experience with cloud computing (AWS, Azure, Google Cloud) and API integrations for seamless technical deployment.
• Knowledge of IoT, wearable technologies, and connected health ecosystems.
• Understanding cybersecurity, blockchain, and privacy regulations in healthcare. Experience with CRM systems, CX platforms, and customer service technologies
• Experience managing a team
• Excellent written and spoken English and German skills.

Skills

• Ability to connect technology investments to long-term business goals and customer outcomes.
• A forward-thinking approach to identifying and scaling new technologies.
• Exceptional ability to communicate technical concepts to non-technical stakeholders and ensure alignment between teams.
• Experience fostering collaboration between data scientists, engineers, marketers, and customer experience teams.
• Work comfortably in fast-paced, iterative environments and manage technical experiments.
• Strong ability to adapt and innovate to respond to new challenges and opportunities.
• Excellent leadership skills and the ability to gain trust and respect from colleagues and customers alike

Interested in Joining the Team?

Please apply via our online portal providing your CV and Cover Letter. Please take a personal copy of the Job Description, as this will not be available online post closure of the advert.

Closing Date : 18th September 2025

Hybrid working applies to this role, with the expectation of 2 / 3 days per week onsite at our Munich office.

We create a place where people can grow, be their best, be safe, and feel welcome, valued and included. We offer a competitive salary, an annual bonus based on company performance, healthcare and wellbeing programmes, pension plan membership, and shares and savings programme.

We embrace modern work practises; our Performance with Choice programme offers a hybrid working model, empowering you to find the optimal balance between remote and in-office work.

Discover more about our company wide benefits and life at GSK on our webpage Life at GSK | GSK

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.

If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK Service Centre at 1-877-694-7547 (US Toll Free) or [phone] (outside US).

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.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit the Centers for Medicare and Medicaid Services (CMS) website at https : / / openpaymentsdata.cms.gov /