Head of Customer Experience Technologies

**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 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. Using 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**
- 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**
- Led the design and implementation of AI-powered personalization to enable tailored experiences across all customer journeys.
- Develop digital twins and simulation technologies to model and predict customer behavior and enable proactive initiatives.

**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).
- Continuously optimize data and technology systems for scalability and cost efficiency.

**Why You**:
We will love your high accountability for impact performance, 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 (Ux) 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 reg