Associated Director, Digital Innovation

About the role

Drive CSL’s digital customer engagement priorities — with Social Media and AI as primary focus areas — aligned with Commercial and Medical objectives, brand strategies, and the broader Omnichannel Strategy. Align Social Media strategy in a single COE, delivering the benefits of cost and operational efficiencies, development guidelines, improved resource planning, and standardized processes. Enable execution of digital customer engagement priorities — anchored in Social Media and AI — via engagement and collaboration with the relevant stakeholder groups within ABCIA, I&T, Commercial and Medical, and more. Explore and provide stewardship for AI use cases related to Digital Customer Engagement or Innovation, partnering with colleagues focused on the broader Omnichannel Strategy and AI Strategy, to ensure alignment and avoid duplication of effort.

Responsibilities

• Drives emerging digital and omnichannel innovation that leads to advancing digital maturity, customer experience, and omnichannel effectiveness across the enterprise.
• This is primarily but not limited to Social Media and AI.
• Responsible for development of a digital shared service that enables scaling of consistent and high-quality customer experiences across social media in all geographies, and across Commercial and Medical
• Collaborate with Corporate Communications to establish enterprise-wide social brand strategy, presence and activation for all types of digital/social media deliverables
• Establish and implement design principles that introduce efficiencies in social media outreach
• Implement Social Media strategy to drive traffic via digital channels as a standard process
• Interface regularly with relevant stakeholders in Commercial and Medical, globally, ensuring that Social Media needs are being met – leverage the Omnichannel Champion Network
• Engage across CSL enterprise –set standards and process related to demand management, to maximize I&T resources and the US and International Omnichannel teams to embed the strategy
• Coordination with Commercial Excellence Functions in alignment with OCE to establish digital engagement plans along brand launch process
• Establish and track service and performance level KPIs; partner with I&A to develop standardized metrics and integrated reporting and dashboards
• Responsible for communicating, influencing, and collaborating with US and INT Marketing, Affiliate Marketers, I&T Commercial Applications team, platform partners, omnichannel capability teams ensure integration of