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. Job Responsibilities 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, AssembleIQ, 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.