Customer Insights & Analytics Lead

Job description Support GSK Established portfolio teams to achieve customer engagement success for our brands by leading an insights-driven decision-making process Support GSK Established portfolio teams as a key influencer and lead across the organization, regular interactions with the leadership team, Medical, Tech, Legal & Compliance, and Regional commercial operation teams to convey in depth customer understanding, recommendations for customer engagement success and customer trends in existing and new healthcare ecosystems Continuously anticipating and identifying industry leading insights & data analytics opportunities required for repurposing/creating relevant and innovative customer content, as well as the relevant channels of engagement Responsibilities Responsible for architecting, developing, and managing the data infrastructure and processes to gather the necessary customer insights in the best way to benefit the organization Master the understanding of the customer persona (experience, expectations, needs, challenges, changes, etc) to feed into the customer engagement strategy and relevant stakeholders Identify inefficiencies in data-to-decision processes and promote cohesive and integrated decision-making with the teams Analyze customer level data to answer business questions and share results with the team Responsible for leading and delivering a unified source of truth for customer engagement success key metrics and building/enhancing reports to track customer engagement success and core initiatives Sourcing pertinent information from secondary data sources, 3rd parties and leading the design and execution for key customer insight topics, developing roadmaps to close gaps in our customer understanding Oversees complex data analysis with multiple data sets (internal and external to GSK databases/systems) to inform senior leadership decision making and action Ensures data usage meets privacy policies and industry compliance and regulatory requirements, e.g. strong understanding of GDPR Adheres to governance rigor of existing data mart processes, procedures, controls, standards, tools and templates (as required)