The Medical Digital & Customer Experience Director is the global leader and subject‑matter expert accountable for defining and embedding Medical Customer Experience (CX) and Omnichannel strategy across Medical Affairs. The role enables markets to execute high‑quality digital medical engagement faster and at greater scale, using digital engagement to extend scientific reach while protecting and optimising MSL face‑to‑face time for critical scientific conversations. Acting as the Medical lead for CX and Omnichannel strategy during planning and prioritisation cycles, the role partners closely with the Commercial counterparts while maintaining clear Medical independence. The role shapes how Medical engages HCPs across channels and content ensuring engagement models are trusted, scientifically robust, and fit for a rapidly evolving healthcare environment. Through leadership of a central Medical Digital Engagement team, the role provides additional execution capacity to markets, embeds best practices during delivery, and accelerates the adoption of digital medical engagement models that enhance scientific understanding and confidence in the science.
Responsibilities
- Act as the design authority for medical CX models and digital engagement frameworks, setting guardrails, standards, and decision principles that protect scientific integrity and customer’s trust.
- Design, evolve, and embed the global Medical CX and digital engagement strategy, ensuring prioritisation aligns to Medical strategy, capacity, and impact.
- Partner with the wider ViiV organisation, including Scientific Communications, and other key stakeholders to drive digital content innovation and enable scalable content creation, reuse, and activation across the medical engagement ecosystem.
- Explore and embed emerging technologies where they enhance scientific exchange, quality, and Medical efficiency.
- Enable markets to plan and deliver scalable, high-quality digital medical engagement across the engagement lifecycle.
- Lead the central Medical Digital Engagement team providing execution support that augments local Medical resources.
- Define and apply insights and measurement frameworks that inform optimisation, prioritisation, and continuous improvement of Medical CX and omnichannel engagement in partnership with the Data and Analytics team.
- Ensure Medical digital engagement is ethical, compliant, and trust‑preserving by design, in partnership with Medical Governance, Legal, and Compliance.
Qualifications
- Represent ViiV Medical externally as a thought leader in Medical Customer Experience and digital engagement.
- Experience in Medical Affairs, Customer Experience strategies and Omnichannel tactics within pharma or biopharma.
- Ability to balance speed, quality, and compliance in Medical engagement.
- Experience enabling or delivering innovative digital medical engagements.
- Proven ability to translate strategy into scalable execution within a complex, matrix organisation.
- Demonstrated leadership through influence, credibility, and subject‑matter expertise.
- Strong stakeholder engagement skills across global, regional, and local teams. Experience operating in regulated, compliance‑driven environments.
- Strong communication skills, with the ability to articulate complex concepts clearly.
- Demonstrated change leadership and adoption‑driven mindset. Comfortable operating in ambiguity and evolving organisational contexts. Exposure to insights, analytics, or performance measurement frameworks.
- Training or experience in customer‑centric design or insight discovery.
- Experience with cross‑functional customer engagement models.
- Experience in copy‑approval processes.
ViiV 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.
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