Digital Customer Experience - Manager

ZS; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading management consulting firm in Greater London seeks a Manager for their Digital Customer Experience Practice. This role involves crafting integrated customer engagement strategies that enhance both digital and in-person experiences. Ideal candidates will have a strong consulting background in healthcare, excellent analytical skills, and extensive project management experience. The position allows for flexible work arrangements, combining remote and onsite opportunities while driving impactful solutions for clients.

Benefits

Health and well-being benefits

Financial planning support

Personal growth opportunities

Flexible work arrangements

Qualifications

• Approximately 10+ years of prior management consulting experience, preferably in the healthcare/pharmaceutical industry.
• At least 5 years of experience leading delivery of one or multiple projects.
• Strong understanding of compliance and regulatory requirements in pharmaceutical customer engagement.

Responsibilities

• Assess digital maturity through stakeholder interviews and benchmarks.
• Help formulate a digital vision and implementation roadmap.
• Lead a team to drive the implementation of digital capabilities.

Skills

Client stakeholder management

Leadership skills

Strategic mindset

Project management

Analytical skills

Communication skills

Education

MBA from a top university

Tools

Marketing technology

Content management systems

Analytics tools

Job description

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. Here you’ll work side‑by‑side with a powerful collective of thinkers and experts shaping life‑changing solutions for patients, caregivers and consumers worldwide. ZSers drive impact by bringing a client‑first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning, bold ideas, courage and passion to drive life‑changing impact to ZS.

ZS’s Digital Customer Experience Practice is responsible for defining commercial excellence strategies and tactics to enable pharma clients to engage with different customer groups such as patients, HCPs and elevate the customer experience. We combine marketing and digital strategy with analytics and tech enablers to enhance customer experience and drive sales impact.

Digital Customer Experience – Manager

The successful candidate will work with other practice areas and capabilities with ZS to design and implement integrated customer engagement strategies to deliver a seamless experience across digital and in‑person channels. A key focus of this role will be helping clients reimagine their operating model, embed CX strategy in their Brand Planning, think strategically and tangibly on customer journey mapping and design, ensuring every touchpoint is aligned with customer needs and organizational objectives.

What You’ll Do

• Assess digital maturity of an organization through stakeholder interviews, discovery, and benchmarks.
• Help formulate digital vision and implementation roadmap for our clients.
• Define future‑state CX strategy, operating model, emerging roles, training and upskilling to make the commercial organization future‑ready.
• Translate journey insights into actionable strategies that drive measurable outcomes.
• Develop, maintain and train teams on end‑to‑end customer journey maps, identifying key touchpoints, pain points and opportunities for engagement across digital and in‑person channels.
• Design and oversee a customer‑centric content strategy, focusing on delivering the right message at the right time through the right channel.
• Champion a customer‑first approach by leveraging data to create targeted, personalized engagements.
• Ensure integration of digital and in‑field interactions to provide a cohesive and value‑driven customer experience.
• Be comfortable thinking about marketing technology, content management and other analytics enablers and how they will help commercial teams deliver customer experience.
• Define KBQs for CX, marketing tactics, content and other key inputs into customer experience design and execution.
• Lead a team to drive the implementation of digital capability including digital GTM’s, CX strategy, drivers and barriers‑led CX design, campaign and content planning.
• Lead a cross‑functional team and collaborate with offshore teams to evaluate and implement new technologies that enhance omnichannel capabilities.
• Train teams on customer journey mapping tools and omnichannel best practices.
• Create thought‑leadership, offering collateral, and drive client engagement with relevant POV documents, papers, etc.

What You’ll Bring

• MBA from a top university strongly preferred, with a record of strong academic performance.
• Approximately 10+ years of prior management consulting experience, preferably in the healthcare/pharmaceutical industry.
• Several years of relevant consulting‑industry experience working in consulting companies that specialize in Pharma consulting.
• 2–5 years of experience collaborating with data and insights teams to guide omnichannel efforts and customer journey improvements using predictive analytics and segmentation.
• Minimum 5 years of experience leading delivery of one or multiple projects.
• Experience managing client stakeholders, including demonstrated experience in up‑sell and/or cross‑sell.
• Led strategy projects from identifying opportunity to closing it and delivering it.
• Familiarity with different martech, content technology and analytics ecosystems.
• Strong understanding of channel and content strategy, pharma commercial model.
• Strong verbal and written communication, organization, analytic, planning and leadership skills.
• Strategic mindset with the ability to translate customer insights into actionable strategies.
• Excellent project management and organizational skills, with experience managing multiple priorities.
• Strong understanding of digital tools and their role in delivering omnichannel strategies.
• Knowledge of compliance and regulatory requirements in pharmaceutical customer engagement.
• Experience in Life Sciences and Pharma is a must.

Perks & Benefits

ZS offers a comprehensive total rewards package including health and well‑being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths empower you to thrive as an individual and global team member. Flexible and connected work arrangements combine remote and onsite.

Travel

Travel is a requirement for client‑facing ZSers. Business needs of your project and client are the priority; all client‑facing ZSers should be prepared to travel as needed.

Considering applying?

At ZS, we honor the visible and invisible elements of our identities, personal experiences, and belief systems—the ones that comprise us as individuals, shape who we are, and make us unique. We believe your personal interests, identities, and desire to learn are integral to your success here. We are committed to building a team that reflects a broad variety of backgrounds, perspectives, and experiences. Learn more about our inclusion and belonging efforts and the networks ZS supports to assist our ZSers in cultivating community spaces and obtaining the resources they need to thrive.

ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.

To complete your application: Candidates must possess or be able to obtain work authorization for their intended country of employment. An online application, including a full set of transcripts (official or unofficial), is required to be considered.

NO AGENCY CALLS, PLEASE.

Find Out More At: www.zs.com