Digital CX Lead

Overview

Digital CX Lead – UK & Ireland. The Digital CX & Content Lead is responsible for enabling the successful adoption, utilization, and value realization of customer engagement and content capabilities within the UK & Ireland. Working closely across Commercial, Medical and DD&T, this role drives adoption of omnichannel engagement capabilities, Content Factory services, content innovation capabilities, and emerging customer engagement solutions.

The role serves as a key business-facing DD&T partner, ensuring global capabilities are effectively deployed, adopted, and optimized to support customer engagement objectives within the UK & Ireland. The role is accountable for capability enablement, maturity assessment, best-practice sharing, and continuous improvement of digital customer engagement and content capabilities while helping identify opportunities to improve business outcomes through the effective use of data, digital, AI-enabled, and content-driven engagement approaches.

• Customer Engagement & Omnichannel
  • Drive adoption of customer engagement and omnichannel capabilities.
  • Support local adoption of NBA and Voice of Customer capabilities.
  • Enable effective utilization of digital engagement platforms and services.
  • Partner with business teams to improve customer engagement outcomes.
• Content & Content Factory
  • Drive adoption of Content Factory capabilities and services.
  • Enable use of Content Hub, Assemble IQ, and modular content approaches.
  • Promote content reuse and content best practices.
  • Monitor adoption and identify opportunities to improve value realization.
• Capability Innovation & Continuous Improvement
  • Support adoption of AI-enabled customer engagement capabilities and emerging solutions.
  • Identify opportunities to improve customer engagement and content effectiveness.
  • Share successful practices and lessons learned across teams and markets.
  • Gather user feedback and recommend capability improvements.
• Stakeholder Partnership
  • Partner with Commercial, Medical, MCE, and DD&T teams.
  • Support rollout and adoption of new capabilities and enhancements.
  • Provide market feedback and local insights to global teams.

• Bachelor's degree in Business, Marketing, Technology, Life Sciences, or related field.
• Experience in digital engagement, omnichannel, customer experience, content management, or marketing technology.
• Understanding of customer engagement capabilities, content management approaches, and digital channels.
• Experience working across business and technology organizations.
• Strong stakeholder management and communication skills.
• 5+ years of relevant CRM/technology experience in pharmaceutical/life sciences, in roles such as CRM Product Owner, CRM/Technology Manager, Project Manager, Analyst, or Business Partner.
• Knowledge of data privacy, consent management, and compliance requirements in a regulated environment, including UK GDPR and the ABPI Code of Practice.
• Customer-focused and outcome-oriented.
• Strong collaborator and relationship builder.
• Drives adoption and continuous improvement.
• Promotes knowledge sharing and best practices.
• Demonstrates curiosity for emerging digital and AI-enabled capabilities.

Locations Paddington, Great Britain

Base Salary Range: £70,100.00 - £96,360.00

For information about our benefits, please .

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