Head, Customer Excellence

ViiV Healthcare wishes to recruit a Vice President, Customer Excellence, reporting to the SVP, ViiV US Commercial. As a member of the US Leadership Team, this leader will be responsible for advancing ViiV's strategy through the transformation and integration of commercial and medical operations, capability building, and digital innovation.This role unites several functions-including Learning & Development, Operations, Data Strategy, Insights & Analytics, and AI/ML Transformation-supporting both commercial and medical teams. The VP, Customer Excellence, will define and execute a holistic strategy to deliver measurable business outcomes, enable high performance, and drive collaboration across all areas impacting business results.The successful candidate will shape the long-term vision for Customer Excellence, building the infrastructure and culture necessary to ensure ViiV's US HIV portfolio continues to meet the evolving needs of patients, healthcare providers, and stakeholders.Key ResponsibilitiesLead the development and execution of an integrated strategy for Customer Excellence, aligning commercial and medical operations to support ViiV's vision.Champion transformation initiatives leveraging advanced analytics, artificial intelligence, and technology to enable field teams, improve operational efficiency, and elevate the patient and customer experience.Direct Business Insights & Analytics, integrating data from multiple sources to inform decision-making and optimize portfolio performance.Develop and implement a comprehensive data strategy, ensuring governance, compliance, and security while maximizing business intelligence.Drive the adoption and application of AI/ML technologies to transform commercial operations and customer engagement.Oversee capability building and training programs that foster digital fluency, data literacy, and strategic thinking across commercial and medical teams.Streamline and optimize operational processes, establishing KPIs and metrics to measure success and foster continuous improvement.Provide matrixed leadership to cross-functional project teams and the broader ViiV US organization, promoting collaboration and innovation.Manage resource allocation, budgeting, and vendor relationships in alignment with portfolio priorities and business objectives.Foster a diverse and inclusive workplace, supporting talent development and succession planning.Organizational ScopeCoach, develop, and build US customer excellence teams; oversee the work of 5 direct reports at the Senior Director and Director levels, and ~50 indirect reports at the Director and Manager level.Manage approximately 30 external FTEs through contract vendors to drive the patient support strategies and tactics.QualificationsThe ideal candidate will be an accomplished, strategic leader with a passion for excellence and transformation. This individual will bring a blend of commercial and operational expertise, technical fluency, and the ability to lead complex teams and change initiatives. Motivated by ViiV's mission and values, the successful candidate will possess the credibility, influence, and agility to drive enterprise-level innovation and deliver sustained impact for patients and the organization.Basic QualificationsBachelor's degree required; MBA or Master's in Marketing, Pharma/Biosciences, Health Administration, or Public Health preferred.At least 15 years of pharmaceutical experience, including 8+ years in leadership roles spanning analytics, data strategy, commercial operations, or medical affairs.Experience of leading complex transformations in data, technology, and operations within specialty therapeutics (HIV, long-acting injectables, oncology, immunology, multiple sclerosis, rare diseases).Experience in buy-and-bill, pharmacy and medical benefit models, and patient support services.Experience of leading large, distributed field teams and lead through organizational change.Experience of making data-driven decisions with strong technical fluency in advanced analytics, AI/ML, and digital transformation.Experience of building high-performing, inclusive teams and fosters a culture of accountability, collaboration, and continuous improvement.Experience of engaging internal and external stakeholders at executive levels.Experience of working through change management with empathy and curiosity to drive enterprise wide transformation.Please visit GSK US Benefits Summary to learn more about the comprehensive benefits program ViiV offers US employees. All ViiV employees receive the same benefits options and plans as GSK employee.If you require an accommodation or other assistance to apply for a job at GSK, please contact the appropriate Recruitment Staff by emailing us at usrecruitment.adjustments@gsk.com.ViiV is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law.Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, ViiV may be required to capture and report expenses ViiV incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure ViiV's compliance to all federal and state US Transparency requirements. For more information, please visit the Centers for Medicare and Medicaid Services (CMS) website at https://openpaymentsdata.cms.gov/.J-18808-Ljbffr