Description
You will lead how GSK uses AI and digital products to deliver measurable outcomes in Patient Services - improving patient and provider experience, speeding access to therapy, and reducing the effort of patient support operations across CRM, portals, and apps.
You will sit with Patient Services leaders, hub and field teams, and patients' and providers' journeys, understand how the work actually gets done, and decide where AI, agentic technology, and better digital design can make the biggest difference.
Then you will own delivery end to end - discovery, build, evaluation, production deployment, and ongoing performance management.
Key Responsibilities:
- Partner with Patient Services & Operations, Privacy, Compliance, Tech, and Data teams to turn pain points in patient journeys and hub operations into clear, specific problem statements.
- Identify where AI, agentic technology, and digital products can create the most value across CRM, portals, apps, enrollment, benefits investigation, case management, and patient and provider engagement.
- Build business cases with clear expected benefits, costs, and success measures; own the product strategy and roadmap.
- Own delivery end to end - leading engineers, data scientists, UX/UI designers, and vendors through design, build, evaluation, and production deployment using Agile/Scrum.
- Partner with Data Engineering and data owners to secure the data foundation these products depend on.
- Set the quality bar for products and AI solutions - validate through usability testing and evaluation before release, then own them after go-live.
- Ensure responsible AI use and compliance, with human oversight, documentation, privacy, and governance built in from the start.
- Manage budgets, timelines, vendor performance, and delivery risk.
- Prototype and validate solutions in the real world, then drive adoption.
Requirements:
- Bachelor's degree in business, computer science, data science, public health, life sciences, or a related field.
- 8+ years of experience in life sciences, specialty pharmacy, hub services, telehealth, digital health, or related healthcare environments.
- 3+ years of experience developing, implementing, or supporting digital solutions for patient services teams or healthcare providers.
- Experience working with Salesforce Health Cloud, Salesforce Life Sciences Cloud, or a comparable CRM platform.
- Experience developing product roadmaps, business cases, project plans, or technology investment recommendations.
Benefits:
- Comprehensive benefits program, including [details at GSK US Benefits Summary]