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
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
Led 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 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 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.
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