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442618
Global Medical Customer Experience & Omnichannel Director, ViiV
About ViiV Healthcare
At ViiV Healthcare, our mission is simple: to leave no person living with HIV behind. We will be here until HIV and AIDS aren’t. For over 40 years, extraordinary progress driven by people living with HIV, healthcare professionals, and the wider community has transformed the HIV landscape. Yet HIV remains a global public health challenge, with millions of people still affected worldwide. Access to innovation, care, and support remains uneven across geographies and populations. ViiV Healthcare is the only global pharmaceutical company 100% dedicated to HIV. Through our science, partnerships, and deep understanding of the HIV ecosystem, we work collaboratively with communities, health systems, and governments to help end the HIV epidemic. Collaboration, accountability, and innovation sit at the heart of how we work.
The Role
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.
Key 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.
- Represent ViiV Medical externally as a thought leader in Medical Customer Experience and digital engagement, where appropriate
Why You!
We will love your high accountability for impact performance, your ambition for patients and strategic curiosity, and your collaboration and influence abilities. Your passion for our mission and purpose of getting ahead of HIV together will enthuse us! How you work is as important as what you deliver.
Basic Qualifications
- 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.
Preferred Qualifications
- 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
How to apply
If this role speaks to your experience and ambitions, please apply now. Share your CV and a short note explaining how your skills match this role and the impact you hope to make. We look forward to hearing from you.
Closing Date: CoP Friday 26th June 2026
Location and working model
This role is based at either our UK London HQ or our US Durham HQ, and follows a hybrid working model. You will be expected to work onsite regularly, typically 2/3 days per week.
#Hybrid
#ViiV
Why Us?
At ViiV Healthcare, we will not rest until we leave no person living with HIV behind. Until the 40 million people living with HIV is down to zero, we will continue searching for new ways to limit the impact of HIV.
We are the only pharmaceutical company solely focused on combating, preventing, and ultimately eradicating HIV and AIDS. At ViiV Healthcare, we do things differently. Born out of a partnership between GSK and Pfizer in 2009, with Shionogi joining in 2012, we are determined to help end the HIV epidemic. We are guided by our mission to leave no person living with HIV behind and it is this mission that unites our employees located across the globe. We combine expertise in research, manufacturing, policy and more to push the boundaries of what people think is possible in HIV treatment and care. As a result of our connection with GSK, we are able to draw on their proud history and resources. This means that you would receive all the employee benefits offered by GSK.
Living our mission of leaving no person living with HIV behind means keeping inclusion and diversity at the heart of everything we do – from our breakthrough innovation, to our diverse portfolio of medicines as well as the work we do…