Job description
Site Name:UK – London – New Oxford Street, Belgium-Wavre, Poznan Grunwaldzka
Posted Date:Dec 12 2024

Job Purpose

The Director, Regulatory User Experience is responsible for shaping, improving, and maintaining a high-quality user experience across all user touchpoints with the Veeva Vault Systems.

This role will drive a cohesive end-to-end user experience strategy, as well as ensuring consistent support, training, and change communication across a growing portfolio of nine applications. Reporting to the Head of the Veeva CoE, the Director, Regulatory User Experience will align business, tech, and system owners to maximise the Veeva investment's value through well-defined engagement and support strategies. This role will focus on user experience, training, and communications, acting as a central point for Veeva users to streamline onboarding, improve usability, and ensure continuous training support for optimal compliance and readiness.

The role will be split into the 4 key areas:

• Chief of staff type activities supporting the Head of Veeva CoE on xVault and R&D strategic initiatives (20%)
• User Experience focused (50%)
• Training support (15%)
• Communications & Change Management (15%)

Key Responsibilities:

• Define and implement a UX strategy to optimise the Veeva Vault user journey across applications
• Lead user research initiatives, including feedback loops, to gather insights for system enhancements and support needs
• Support external benchmarking to integrate best practices in UX, training, and change methodologies
• Accountable for implementing technology solutions (particularly AI/ML solutions) developing wireframes and prototypes to demonstrate proof of concept
• Develop UX/UI& User Journey (UJ) design guidelines and principles
• Measure and track UX metrics to drive usability improvements and enhance user satisfaction
• Collaborate with business and tech teams to design and execute cross-functional communication and change management plans
• Act as an advocate for an interconnected vault mindset, promoting shared goals across senior stakeholders.
• Establish agile working methods to support continuous improvement across applications.
• Develop training plans and materials to support new releases and ensure user compliance
• Oversee community engagement initiatives, including newsletters, town halls, and a super-user network
• Partner with Business System Owners (BSOs) and Development Systems teams to establish a training support model.
• Create and maintain user journey maps, training assets, and release-specific knowledge resources.
• Coordinate with the Written Standards and Compliance Learning team to align on governance and documentation standards.

Why you?

Basic Qualifications:

We are looking for professionals with these required skills to achieve our goals:

• Bachelor’s degree in computer science, data science or a related field;
• 3+ years of demonstrable experience deploying AI/ML solutions to end users to enhance usability and user experience (UX)

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

• Advanced Degree, preferably in sciences or Business Administration
• Demonstrable experience in data science and utilisation of analytics tools
• Significant experience in the pharmaceutical industry, with expertise in Veeva Systems or similar platforms
• Proven track record in leading large-scale change initiatives and UX strategy
• Strong project management skills with experience in managing multiple complex projects simultaneously
• Extensive knowledge of user experience methodologies, user research, and usability principles
• Demonstrated ability to work within a matrix structure and collaborate across global teams
• Highly effective influencing and negotiation skills in challenging, ambiguous and changing environments
• Proven communication and presentation skills to influence senior stakeholders effectively
• Proven strategic & enterprise thinking with strong business acumen
• Experience designing and implementing training programs for large user bases, including release-specific training
• Ability to establish and measure KPIs, providing data-driven insights for UX improvements
• Excellent organisational and prioritisation skills in fast-paced environments.
• Experience with agile methodologies and change management principles.
• Strong strategic thinking skills, with a demonstrated ability to drive cross-functional initiatives
• Proficiency in designing user journey maps, service blueprints, and creating training assets
• Understanding of compliance, quality standards, and governance within regulated environments
• Experience with global training programs and systems compliance, with a focus on technical learning solutions. 
• Develop, implement and maintain a strategy for a sustainable support network for systems users i.e. super-user community or system ambassadors to ensure support reaches all users across over global footprint

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

As an Equal Opportunity Employer, we are open to all talent. In the US, we also adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on or . 

Please note should your enquiry not relate to adjustments, we will not be able to support you through these channels. However, we have created a UK Recruitment FAQ guide. Click thelinkand scroll to the Careers Section where you will find answers to multiple questions we receive

As you apply, we will ask you to share some personal information which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it.  Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

Important notice to Employment businesses/ Agencies

GSK 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 GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. 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 GSK. GSK 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, GSK may be required to capture and report expenses GSK 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 GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit GSK’s Transparency ReportingFor the Recordsite.