Head of Omnichannel Excellence (UK)

Key Responsibilities

• Define the Vision: Establish and drive a 3–5-year omnichannel capability roadmap, enhancing maturity across global markets in collaboration with cross-functional and regional teams.
• Lead Strategic Integration: Align omnichannel initiatives with Hub service evolution, digital transformation (DT), and Insights to Impact (I2I) to ensure cohesive execution and resource allocation.
• Drive Consistency & Innovation: Champion the application of customer experience design principles, scale best practices, and integrate local innovations (e.g., GenAI, automation) into global strategies.
• Measure & Optimize Performance: Develop KPIs, feedback loops, and governance frameworks to track roadmap adoption, innovation impact, and operational efficiency.
• Foster Collaboration & Learning: Lead knowledge sharing across regions, support talent development, and embed omnichannel capabilities into enterprise learning agendas.
• Inspire Change: Communicate strategy clearly, manage change effectively, and ensure organizational alignment and buy-in across Patient Impact and beyond.

Qualification & Requirements

Minimum Experience/Skills Required:

• 10-15+ years of experience in digital operations, service delivery, or omnichannel enablement ideally within pharma, or at least within life sciences or another regulated industry.
• Fluency in English is required
• Bachelor’s Degree

Preferred Experience/Skills

• Master’s Degree/Other Advanced Degree
• Proven track record in designing and scaling digital or omnichannel services in a global or regional shared services model
• Strong operational and delivery mindset with experience in resource planning, project portfolio management, and performance tracking
• Proven success scaling omnichannel services in global or regional shared service models
• Strong operational mindset with expertise in planning, delivery, and performance tracking
• knowledge of omnichannel technology: SFMC, orchestration, DAM, analytics, CDPs, GenAI
• Skilled in service frameworks: intake models, SLAs, KPIs, and governance
• Understanding of omnichannel strategy and pharma customer journey design
• Familiarity with global/local execution, regulatory, privacy, and channel nuances
• Success driving internal service adoption through a “pull” model across geographies
• Fluency in other languages are highly desirable (French, German, Italian, Spanish)

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…