Patient, Healthcare Experience Lead

Job Description

ROLE SUMMARY :

As a critical part of Pfizer’s purpose to create breakthroughs that change patients’ lives, the P&HX Lead should have a deep appreciation for the relationship between business and customer experience with a thorough understanding of customer insight, CX and UX best practices, and digital transformation informed by a deep understanding of the expectations of today’s consumers: Healthcare provider (HCP), payer, regulator and colleague experience

This role will play a critical role in leading the transformation of the country’s go to market model with Omnichannel enabled Customer Experience (CX) in collaboration with CM, Commercial Leadership Team and CBLs/CBM. Also, this role will champion the operational design of end-to-end processes which improve customer experience and deliver valued and informed content across all channels

ROLE RESPONSIBILITIES :

Lead development and implementation of Omnichannel enabled Customer Experience (CX) Strategy at above brand level aligned with category objectives as a One Pfizer Collective Advantage

Be an expert on our customers & their needs and support brands to create an annual HCP and Patient experience strategy and tactics based on customer journey mapping and Omni Channel Strategy

• Ensures alignment of in-market Customer Experiences to global CX standard

• Brings globally CX and Omnichannel programs, campaign, services and research to market, share best-practices and lead the deployment of CX metrics

• Advises CBLs on how to set customer Experience & Engagement targets, how to monitor and how to drive continuous improvement of One Pfizer CX across brands to drive localization and implementation

Be a champion in the operational design of end-to-end processes which improve customer experience and deliver valued and informed content across all channels

• Ensure customer centric contents and optimize content development process in collaboration with Content & Channel Specialist
• Partner closely with Channel and Content Specialist to guide marketing teams on how to design, produce and distribute content for different channels that holistically drive a One Pfizer marketing strategy

Be a Capability Builder to support them in implementing a customer experience-centric marketing approach

• Drive the accelerated organization’s learning of a connected “One Pfizer” approach to Omni Channel, based on customer centricity
• Deploy and Lead global CX and Omni-channel training programs
• Create new trainings for colleagues to develop customer-centric marketing capabilities with potential collaboration with L&D & Global CXE

QUALIFICATIONS :

The P&HX Lead will have had leadership experience (at least 5-10 years) in a number of/some of the following:

• Diverse and a broad breadth of Pharma and/or Healthcare Experience across different Markets
• Experience and Leadership across multiple teams, functions and business lines in the design and delivery of numerous successful products, services and customer experiences including complex Digital Marketing and Omni Channel Customer Experience Models
• Strong understanding of Digital Marketing (eg. Social, SEM, A/B Testing, Campaign Data Trackers) and analytical platforms (eg. Adobe Analytics)
• Able to set a coherent strategic Omni Channel Pfizer vision within areas of ambiguity, while also demonstrating capabilities of grounded implementation

The P&HX Lead will need to demonstrate high levels of mastery in the below:

• Customer-centric transformation experience (Sales/Marketing/Digital) and Experience Leading teams (direct and matrix) and collaborating with all disciplines applying human centred design, lean and agile practices.
• Experience in analytics: identifying KPIs and measurement frameworks, being comfortable with data and analytics techniques and methodology
• First class data storytelling skills: experience providing insight-driven recommendations to Senior Management
• Experience building business cases for major transformation initiatives within times of ambiguity
• Demonstrated ability to work effectively in a team-based matrix environment with tight deadlines, multiple stakeholders and competing needs
• Demonstrated success in prior roles requiring informal leadership and influence in transformative projects/initiatives
• Ability to influence diverse stakeholder groups and evangelise for customer centric practices which deliver against business viability measures.
• Deep understanding of key business drivers and the financial strategies of various portfolios/business units.
• Passionate in navigating the complex regulatory environment, both internally and externally, to realize customer centric experiences and omni channel implementation
• Possess confidence in presenting to and influencing senior stakeholders with a clear and crisp communication style.
• Leading without Authority, Matrix influencer at all levels including Senior Stakeholders

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

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