Customer Experience Expert

Job title:

Customer Experience Expert

Company:

GlaxoSmithKline

Job description

Descripción del PuestoEl Customer Experience Expert formará parte del equipo de marketing, reportando directamente al CX Manager. Siendo responsable de impulsar la experiencia de cliente a través de desarrollar y diseñar estrategias omnicanal que ayuden a construir una relación coherente y consistente de nuestros clientes con el portfolio de productos.Además, analizará el Customer Journey de nuestros clientes para desarrollar un profundo conocimiento de las principales necesidades de los clientes, extraer insights y poder asegurar una experiencia de Usuario óptima y omnicanal, alineando las estrategias de experiencia del cliente con las iniciativas de marketing.Principales Responsabilidades:Desarrollo de Estrategia CX:

• Diseñar e implementar estrategias que mejoren la experiencia del cliente a nivel omnicanal y que se alineen con los objetivos de negocio del área.
• Implementar estrategias personalizadas (User Journeys) para satisfacer las necesidades específicas de los clientes, mejorando así afinidad y la fidelización.
• Establecer mecanismos para recoger y gestionar el feedback de los clientes, utilizando esta información para realizar ajustes en procesos y estrategias

Análisis de Datos:

• Identificar las necesidades de los clientes, así como recopilar y analizar los principales KPIS de performance para identificar áreas de mejora y oportunidades a nivel de negocio
• Hacer seguimiento sobre las tendencias del mercado y las mejores prácticas en CX, adaptando la estrategia según sea necesario.

Segmentación:

• Trabajar en mejorar las diferentes segmentaciones de clientes para poder ofrecer una mayor personalización de contenidos

Estrategia de Contenidos:

• Trabajar estrechamente con los Content Experts y Product Managers para ofrecer una propuesta diferenciadora de Contenidos a nuestros clientes.

Project Management & Innovación:

• Liderar la implementación de diferentes proyectos cross departamento que ofrezcan soluciones innovadoras a nuestros clientes.

Embajador del cambio:

• Ser embajador y líder a la hora de transmitir al resto de los equipos (RdV y Marketing) la importancia de la experiencia del cliente e integración en todos los proyectos del área.

¿Por qué tú?Requisito Básicos:

• Experiencia previa en Marketing Digital
• Profundo conocimiento de los canales de relación con el cliente y experiencia en el sector
• Dominio de las diferentes herramientas digitales y UX/UI
• Licenciatura universitaria, en ciencias de la salud, IT o ADE
• Dominio y fluidez del inglés

Altamente Valorable:

• Conocimiento de metodologías y herramientas Agile
• Máster en marketing digital

Habilidades:

• Orientación a objetivos, iniciativa y proactivo
• Altas habilidades relacionales y de comunicación influyente y empática
• Perfil Analítico
• Habilidad para trabajar en equipo
• Gran capacidad de organización y gestión del tiempo

Fecha final de recepción de candidatos: 22/11/2024Discover more about our company wide benefits and life at GSK on our webpagePlease take a copy of the Job Description, as this will not be available post closure of the advert. When applying for this role, please use the ‘cover letter’ of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application.#LI-HybridWhy 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.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 +1 801 567 5155 (outside US).GSK is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.Important notice to Employment businesses/ AgenciesGSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK’s commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.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 GSK’s Transparency Reporting site.

Expected salary

Location

Tres Cantos, Madrid

Job date

Sun, 10 Nov 2024 02:21:34 GMT

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