Customer Experience Strategy Lead

Company Description

Publicis Groupe is not just a company you work for; it’s a platform for you to take your talent to the world. If you want to help change the world, ideas alone are not enough. Real impact can only come from having meaningful access to a world of knowledge, people, and resources. At Publicis Groupe, you are connected to our global network, intelligence, tools, clients, brands and 90,000+ brilliant minds with expertise in data, technology, media, strategy, creativity, and business transformation, all literally at your fingertips. 

Publicis Groupe is the third largest communications group in the world. Founded in Paris in 1926, we are present in more than 100 countries as leaders in marketing, communication, and digital business transformation.

Job Description

As a Customer Experience Strategy Lead, you will work as both lead strategist and hands-on strategist within cross-disciplinary strategy teams. In your role you will focus primarily on omnichannel and digital strategy projects but you will have opportunity to flex across to brand strategy, creative strategy and product strategy as opportunities arise. You will focus on partnering with an existing priority client of the Groupe. 

· Strategy development & strategic leadership 

· Understand brand and scientific strategy, and the role of audience engagement to drive growth in complex treatment landscapes 

· Build omnichannel (paid, owned and earned) and digital strategies which help healthcare brands strengthen their relationships with people, guiding the strategic planning of channel and content strategies across connected journeys 

· Understand the drivers of CSAT & NPS across HCP segments, using “Voice of HCP” to investigate the root cause of identified CX issues. 

Ideate activities to improve customer experience and drive NPS uplift through digital & technology solutioning and channel / content experimentation.

Work closely with local Planners, Media & Data Engine teams to determine the optimal channel mix, potential KOLs and touchpoints for improved customer reach.

· Create brand messaging frameworks, communication plans against the customer journey and write creative briefs that synthesise insights into the jobs to be done from a creative perspective 

· Flex your strategic skills across client needs, supporting clear decision-making on how to deliver both audience value and business impact 

· Simplify and synthesise complex human journeys into clear, actionable insights and strategic deliverables, ensuring that your recommendations are informed by 

research and data. In this role you will routinely deliver personas, treatment journeys, adoption ladders, and other blueprints and guides that help clients make business decisions based on action-oriented, human insights 

· Leverage a range of strategic frameworks and planning tools to break down customer, communication, and channel strategies into actionable plans. Confidently create ecosystems, engagement journeys, user journeys, and comms plans to help brands create connected journeys for healthcare audiences 

· Where necessary, dig deeper into owned channel and content strategies to ensure brand experiences deliver value and utility to patients, carers and HCPs 

· Define the holistic omnichannel measurement strategies and KPIs and performance analytics for clients including test-and-learn/optimisation recommendations based on your strategy, expertise and past experience 

Client partnership & growth 

· Drive organic growth with clients by identifying new opportunities, and partnering with the broader CoLab team to develop them 

· Plan and lead client workshops 

· Support scoping tasks for strategic functions 

Communication & collaboration :

· Act as the strategic lead across multiple cross-functional projects (Commercial, Communications, Brand, MedEd), deliver omnichannel and/or digital strategies that support broader programme aims 

· Collaborate effectively and build ideas with the broader team, whether within your immediate country team or with teams outside of your country. 

· Partner with the other strategic disciplines, product/service design, media and data experts to shape new customer experience strategies across all platforms 

· Partner with Ops Lead and Client Management teams to plan projects, and show strong time awareness and time management skills 

Qualifications

· You are an experienced healthcare engagement strategist, skilled at unpacking complex business challenges, discerning insights, and shaping omnichannel plans that drive business results 

· You have proven experience in omnichannel strategy, and can confidently help brands and businesses design engagement programmes which flex across digital and face to face channels 

· You understand current trends in HCP and patient digital behaviours and engagement and can act as an SME on these topics 

· You can guide clients on the right research techniques (both qualitative and quantitative) to gain the data and insights they will require to make better business decisions 

· You have broad expertise in defining the strategy across the range of digital touchpoints, channels and platforms leveraged by the pharmaceutical industry with expert knowledge in a few across the range of paid/owned/earned channels: social media, paid media, email/CRM, Salesforce Marketing Cloud (SFMC), Veeva, web, mobile, SEO, SEM

Additional Information

What Publicis Groupe can offer you 

Be a part of the Publicis Groupe family - one of the world’s most progressive and dynamic modern communications businesses enjoying all the perks that come with our network offering: 

· A hybrid, full flex work style, with 3 days a week spent meeting your clients and/or colleagues face to face. 

· Extensive Learning & Development opportunities, including more than 15,000 learning programs via our online learning platform Marcel Classes 

· Work Your World program enabling employees the flexibility to work from anywhere in the world for up to 6 weeks per year 

· A culture of open feedback and support to reach your goals through our Career Conversations program

· Access to our Global AI Platform, Marcel, connecting Publicis Groupe employees with opportunities for advancement and collaboration with our global network 

· And many more benefits, including a range of leaves, health related support, and so forth. 

#LI-Hybrid

Publicis Groupe believes that our people are our greatest asset. Our people are chosen for their skill sets, their ethics and professional qualities without any exclusion, preferential treatment, or discrimination. We are proud to be an equal opportunities employer and do not discriminate by reason of age, gender, gender identity, race, sexual orientation, nationality, religion or disability or any other difference. We encourage applications from all qualified individuals and will provide appropriate assistance for candidates who may need other considerations or adjustments throughout the recruitment process upon request.