Cx Analytics Manager

Site Name: UK - London - New Oxford Street
Posted Date: Jul
ViiV Healthcare has an important purpose which is to leave no person living with HIV behind. We are delivering on this by developing and providing access to innovative HIV medicines which address medical unmet needs and make HIV a smaller part of people's lives. If you are a Cx analytics professional who is inspired by the opportunity to make a difference to the lives of people living with HIV then read on

The purpose of this role is to provide Customer Experience (CX) Data & Analytics leadership, expertise and accountability for regional implementation of associated tools, dashboards, KPIs and driving capabilities and adoption, supporting countries in the region to execute data driven omnichannel through both leveraging D&A enablers but also identifying actionable insights to drive business value. The role covers both commercial and medical.

The person in this role will also be the single point of contact for regional leadership regarding questions about omnichannel execution, including data, key performance indicators (KPIs), tools, and their implementation at the local operating company (LOC) level. They will also work with ViiV regional LOCs to understand gaps as well as opportunities for adoption for agreed KPIs (and associated dashboards), tools (e.g. MARTii - and evolution to NBA 2.0, Field Force Navigator, MMM, CES, CRM) and work with LOC points of contact to diagnose the issue, create a plan to resolve and be accountable for addressing any gap.

In this role you will

• Provide leadership at regional level for Commercial and Medical data, act as an ambassador for D&A, omnichannel and all data and tools that support CX strategy and execution
• Translate data into insights for the region, create executive-ready hypotheses and messages, with recommendations to address gaps
• Act as a change agent for Data and Analytics within CX vision, continuing to drive the required cultural shift to data-driven decisions and analysis to drive impactful omnichannel execution
• Be accountable for improved LOC implementation of KPIs, associated dashboards and tools to improve field/sales and marketing effectiveness
• Improve LOC and regional data literacy, encouraging where possible self-service through evolving GenBI and other tools
• Develop strong relationships with key stakeholders in each ViiV LOC to develop ability to influence and effect change
• Ensure that LOCs are following global data governance principles and processes, as well as channel guidance and tagging/taxonomy and working with LOCs to identify and resolve quality issues
• Work effectively with these LOC contacts to fix, resolve, optimise and ultimately drive implementation of global strategy as it relates to D&A
• Provide single voice back to the global team, providing feedback that will provide insight into the strategic direction of new tools/capabilities and generally enabling a data-driven approach to omnichannel, Cx, and other business decisions, e.g. MMM
• Collaborate effectively with stakeholders in the region to prioritise and drive the most impactful projects
• Work with the Global D&A and Digital teams to drive adoption of GenAI and other enablers at LOC level, e.g. brand guardian, content multiplier, VIOLET as appropriate and provide feedback loop
• Collaborate with Global D&A team to ensure aligned working with off-shore teams, leveraging global platforms and solutions
• Collaborate with other regional D&A managers, other regional teams in Cx and capabilities and with other global teams including Cx and Digital to lead on implementation of global solutions in LOCs.

Why you?

Qualifications & Skills:

We are looking for professionals with these required skills to achieve our goals:

• Bachelor's degree in a related field such as economics, business studies, finance, mathematics, statistics, or similar.
• Significant experience in providing advanced analytics solutions for business problems, market research, customer insights, or business intelligence.
• Proficiency in working with quantitative data, KPIs, and associated tools to enhance field productivity and drive maximum impact.
• Ability to diagnose complex issues with multiple root causes, including behavioural components, and resolve them through innovative thinking and consensus-building.
• Experience in implementing data and analytics tools, identifying resources and processes to resolve issues, and driving solutions at the Local Operating Company (LOC) level.
• Strong understanding of how to use commercial and medical data responsibly to enable customised customer interactions.
• Effective communication and ability to convey complex concepts to diverse stakeholders.

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

• Demonstrable experience working in pharma, particularly with relevant datasets and in a commercial analytics role.
• Deep understanding of the healthcare data landscape, with ideally some experience in the HIV marketplace.
• Decision-making experience at the regional level, collaborating with LOC and global teams to implement resolutions.
• Capability to drive adoption of data and analytics tools and capabilities at LOC level, resolve data issues, and lead change initiatives.

Why ViiV?

ViiV Healthcare is a global specialty HIV company, the only company that is 100% focused on researching and delivering new medicines for people living with, and at risk of, HIV. ViiV is highly mission-driven in our unrelenting commitment to leave no person living with HIV behind. We do this by being a trusted partner for all people living with and affected by HIV. Our aim is to think, act, and connect differently through a focus on education on and treatment. We go to extraordinary lengths to deliver the sorts of breakthroughs, both in treatments, care solutions and communities, that really count. We go beyond the boundaries of medicine by taking a holistic approach to HIV through developing and supporting sustainable community programs and improving access to care. We will push through every challenge until HIV/AIDS is eradicated.

ViiV has played a significant part in delivering breakthroughs that have turned HIV into a manageable health condition. We offer the largest portfolio of HIV medicines available anywhere, and we continue our work to cater for the widest possible range of needs in response to the HIV pandemic.

We are aware of how much is at stake for those affected by HIV and we show up every day 100% committed to the patients. Our work culture is fast-paced, diverse, inclusive, competitive, and caring. But ViiV isn't just somewhere to work - it's a place to belong, an invitation to bring your very best, and a team full of impact-driven team members who are hungry to make a difference.

While we have been improving lives of HIV patients for 30 years, this is an especially exciting time to be at ViiV, as we evaluate novel approaches to treatment and prevention that could further reduce the impact of HIV on individuals and communities.

ViiV Healthcare is a company 100% focused on HIV that is majority owned by GSK, a global biopharma organization. As an employee of ViiV, you are part of a team united by a clear mission to leave no person living with HIV behind. Additionally, through our shareholder relationship with GSK, you have access to a range of shared benefits and career development opportunities.

Closing Date for Applications: Wednesday 23rd July 2025 (COB)

Please take a copy of the Job Description, as this will not be available post closure of the advert.
When applying for this role, please use the 'cover letter' of the online application or your CV to describe how you meet the competencies for this role, as outlined in the job requirements above. The information that you have provided in your cover letter and CV will be used to assess your application.

During the course of your application, you will be requested to complete voluntary information which will be used in monitoring the effectiveness of our equality and diversity policies. Your information will be treated as confidential and will not be used in any part of the selection process. If you require a reasonable adjustment to the application / selection process to enable you to demonstrate your ability to perform the job requirements, please contact . This will help us to understand any modifications we may need to make to support you throughout our selection process.

Why Us?

At ViiV Healthcare, we will not rest until we leave no person living with HIV behind. Until the 39 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 . click apply for full job details