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 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 to partner with HIV communities. Having a truly inclusive culture where we’re all able to be ourselves and feel like we belong will make us an even stronger team, better able to perform as a business and deliver on our mission to leave no person living with HIV behind.

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.

Important notice to Employment businesses/ Agencies

ViiV does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact ViiV's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to ViiV. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and ViiV. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of ViiV. ViiV shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

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/