Head, Customer Excellence

Overview

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 Responsibilities

* Lead 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 Scope

* Coach, 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.

Qualifications

The 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 Qualifications

* Bachelor'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.

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 atruly 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.

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.

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/