Cx Emerging Market Lead

The CX team is evolving at Pfizer to a centralized team driving CX adoption across all regions and priority brands to scale customer experience capabilities in support of Pfizer's Blueprint. The CX team partners with stakeholders across Pfizer to deliver measurable business value through meaningful customer-centered insights and transformative solutions.

The CX team is evolving at Pfizer to a centralized team driving CX adoption across Global and US Brands to scale customer experience capabilities in support of Pfizer's Bold Moves. The CX team partners with stakeholders across Pfizer to deliver measurable business value through meaningful customer-centered insights and transformative solutions.

The CX EM Team Lead will oversee The CX EM Team. The team is responsible for implementing CX capabilities and methods to embed experience management as part of Pfizer's commercial process.

The CX EM Team are subject matter experts in CX and omnichannel. By partnering with commercial, BAI, operations, and digital teams, each defines what World class CX strategy looks like and evolves the brand teams' CX and omnichannel maturity.

The CX EM Team Lead will partner with EM Leaders and introduce CX insights through their team, identifying global challenges and opportunities across holistic journeys and providing recommendations on enhancing the Omnichannel commercial and medical experience.

• Identify global/local and cross-brand CX best practices (by prioritized brands, journeys, and HCP specialty) and will distribute these to local CX colleagues
• Partner with CX&E Capabilities and CX Global Omnichannel Solutions Lead to support marketing and medical's Omnichannel strategy and design process.
• Introduce a consistent CX metrics framework across relevant brands.
• The CX EM Team Lead will partner with Transfomration Leads, Marketing, and Medical VPs (-EM- to define CX capability roadmaps, Resources, and Ways of Working.
• The CX EM Team Lead will oversee and partner with their team to
• Understand and distribute insights on customer's perceptions & expectations by specialty (above brand) and share Global CX risks & opportunities analysis by specialty and journeys relevant for prioritized brands

Basic Qualifications

• Experience leading marketing / omnichannel teams through their planning and tactical process
• Bachelor's degree required, preferred in Marketing or Business
• 10+ years for Director 8+ years in Customer Experience or Omnichannel strategy, preferably in the pharmaceutical or healthcare industry
• Proven ability to manage multiple priorities and keep projects on track to meet deadlines
• Budget management
• Strong leadership skills with the ability to motivate people and teams and drive accountability

Preferred Qualifications

• Data-driven decision-maker. Solid analytical skills with the ability to analyze and interpret data to deliver insights that CX impact.
• A CX thought leader is deeply knowledgeable about the latest industry trends, best practices, frameworks, and tools and leverages those insights continuously to raise the bar and customer experience.
• Experience with CX and omnichannel strategy
• Understanding of key drivers of brand and customer-facing activities in pharma
• Experience in influencing people without authority and in matrix organizations
• Complex project/program management experience, ideally involving CX and omnichannel capability work and vendor management
• Process-oriented. Skilled at implementing and building CX/Omnichannel management processes from scratch to enable speed, scale, and impact.
• Strong leadership skills with the ability to motivate people and teams and drive accountability
• Demonstrated experience in anticipating, overseeing, and influencing change that has a transformational impact on Pfizer Digital and the wider Business Units supported
• Strong verbal and written communication skills, with the ability to present analysis/insights to senior management.

Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

Work Location Assignment: Flexible

Last Date to Apply for Job: 7/24/2023

Relocation assistance may be available based on business needs and/or eligibility.

Sunshine Act

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

EEO & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.

Marketing and Market Research