Head of Customer Experience Technologies & Delivery

OverviewHead of Customer Experience Technologies & Delivery Germany. This role focuses on transforming customer engagement and leveraging 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 ResponsibilitiesData Strategy and IntelligenceLead 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 efficiently across 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 PersonalizationLed 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 ModelingRobust 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-IntegrationDevelop 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 EfficiencyEnsuring 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 RequirementsExperience:University degree in a field of economics or technology/computer scienceSound knowledge, experience and a comprehensive understanding of customer 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 serviceExperience 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 technologiesExperience managing a teamExcellent 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. 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 | GSKWhy 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.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 Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law.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 the Centers for Medicare and Medicaid Services (CMS) website at Website #J-18808-Ljbffr