Omnichannel Analytics & Insights Lead

This role will be responsible for collating the relevant customer engagement data to measure OC effectiveness, ensuring data quality, integrity & accuracy. OC Analytics & Insights Lead will support OC execution by creating a unified HCP view, developing OC campaign performance dashboards, and supporting data-driven campaigns. He/she will analyze CX metrics, HCP feedback, campaign performance, content effectiveness, etc., to drive higher HCP satisfaction (NPS).

Key Responsibilities:

Data-driven Customer Insights:

• Creates & manages a unified HCP view by consolidating and analyzing data from various sources to drive business decisions and improve customer engagement.
• Understands customer experience management and provides relevant insights in order to deliver a meaningful and consistent CX across all touchpoints.

Performance Tracking & Reporting:

• Leads OC analytics work, including the development of OC lead & lag metrics/KPIs, assessment of the content, channel performance, and analysis of customer behaviour with streamlined reporting and tracking mechanism.
• Develops and executes short and long-term measurement plans for proposed campaign tactics, partnering with other key stakeholders as needed.
• Measures the performance of OC campaigns across engagement channels and suggests ways to improve the campaign effectiveness/channel ROI.
• Develop data-driven dashboards with near real-time tracking to monitor the performance of various OC initiatives, leveraging BI tools.
• Analyzes CX metrics, HCP feedback, survey responses, and content effectiveness and performs response modelling.
• Assists in the development and implementation of data-driven marketing campaigns, analyzing results to optimize campaigns and drive additional revenue opportunities.
• Setups and designs A/B testing performs scenario analysis and other deep dive analyses to address business questions related to OC execution and impact.

Stakeholder Management:

• Provides analytics inputs/insights to other stakeholders in the local country team to improve the OC campaigns & content effectiveness and channel selection/prioritization for enhanced customer experience.

Project Management & Support

• Partners with internal COEs to identify new approaches, such as data science techniques and new data sources to power OC analytics and activation opportunities.
• Develops OC analytics-related best practices and actively brings them to markets in collaboration with global and regional teams to accelerate the Brand team’s capabilities to cultivate a rapid iteration of content & campaign for enhanced CX.
• Drives integration of OC dynamics with broader analytics activities to help paint the full picture of commercial execution and customer engagement/experience.

Why you?

Basic Qualifications

We are looking for professionals with these required skills to achieve our goals:

Experience & Educational Qualifications:

• Bachelor’s Degree in Statistics, Sales, Marketing, or any other related discipline
• 3 years of directly related or relevant experience, preferably in analytics, business intelligence and data science

Preferred Certifications:

• Digital Marketing Certifications
• Data Analytics Certifications
• Project Management Certifications

Technical Skills:

• Market & Customer Intelligence
• Cross-Channel Analytics
• Campaign Analytics & Reporting
• Marketing Analytics & Customer Insights
• Customer Master Data Management
• Predictive Modelling
• Dashboarding and Analysis
• Content Analytics
• Customer Experience Management
• KPI Reporting & Monitoring

Behavioral Skills:

• Collaboration
• Detail Oriented
• Problem-Solving
• Decision Making
• Stakeholder Management

Tools Knowledge:

• MS Office suite
• Data Visualization tools like Tableau, Power BI
• CRMs like Veeva, Salesforce
• Data tools like Claravine
• Database Activity Monitoring (DAM) tools
• Marketing automation tools like SFMC, Pardot
• Web Analytics tools like Google Analytics

Job Posting End Date:

23 December 2024

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.

Contact information:

You may apply for this position online by selecting the Apply now button.

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