Omnichannel Customer Experience Associate

2 weeks ago

Melbourne, Australia Gilead Sciences Full time

For Current Gilead Employees and Contractors:
At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer - working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact. Join Gilead and help create possible, together.

**Job Description**:
Gilead Sciences is a research-based biopharmaceutical company that discovers, develops, and commercialises innovative medicines in areas of unmet medical need. Our heritage of science and innovation and the curiosity and passion of everyone who works here has enabled us to provide medicines that help transform standards of care for more than 30 years. Gilead’s therapeutic areas of focus include liver diseases, infectious diseases, inflammatory diseases, and cancer.

Essential Job Functions- Partner with internal teams to generate and re-purpose content fit for omnichannel use.- Understand digital requirements and provide briefs to agency partners.- Manage digital content through the content approval process.- Provide testing and QA on digital projects.- Manage documentation governance for Omnichannel resources and processes

Specific Responsibilities- Support CX team where required to produce content for communication updates to business.- In conjunction with cross functional Brand Teams, facilitate content asset production for use in omnichannel campaigns in line with brand strategy.- Work with key internal stakeholders and external agencies to re-purpose content assets that are required for omnichannel content plans.- Oversee content approval process for omnichannel content assets, ensuring that relevant content assets are uploaded into the approval system and monitor their progress until approval.- Schedule the production of content with the content production team and monitor progress through to completion.- Do testing and QA of omnichannel content produced by the content production team.- Notify teams of content availability and facilitate training if required.- Partner with stakeholders to ensure omnichannel metrics are thoroughly tested, captured, accessible and integrated into data lake and visible in reporting dashboards.- Source content performance data from the different technical systems and aggregate into preformatted omnichannel performance dashboards.- Assist Customer Experience team in providing omnichannel support to cross functional Brand Teams.

Knowledge, Experience, and Skills- Strong technical understanding related to systems, processes and data health.-
- Demonstrated interest in digital marketing and keen interest in customer experience and the impact it can deliver.- Detail orientated.- Ability to build strong relationships with colleagues and work as a part of team.- Experience in a pharmaceutical organisation would be an advantage but not required

Gilead Core Values- Integrity (always doing the right thing)- Teamwork (collaborating in good faith)- Excellence (working at a high level of commitment and capability)- Accountability (taking personal responsibility)- Inclusion (encouraging diversity)

Being Here Matters
- At Gilead we are committed, hardworking and passionate about improving the lives of the patients who use our products. Our values - integrity, inclusion, teamwork, accountability, and excellence - are evident in everything we do. We are a close-knit team where you can see the tangible results of your contributions, where every individual matters, and everyone has a chance to enhance their skills through ongoing development._
- We want all our employees to embrace and leverage each other’s talents and diverse perspectives, foster a sense of belonging, achieve their full career potential, and contribute to the team’s success. This is demonstrated through our Silver Status in the Australian Workplace Equity Index._
- As an equal opportunity employer, Gilead Sciences is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, colour, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state and local laws._

For Current Gilead Employees and Contractors:

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