Experience Management Solutions Lead

Why Patients Need You

At Pfizer, we are changing the way we look at and leverage data to create better experiences for our customers and patients. We are implementing customer strategies that emphasize the importance of understanding behaviors, intent and emotion when interacting with Pfizer—whether digitally or through traditional channels.

What You Will Achieve

The Experience Management Solutions Lead will lead the launch of our state-of-the-art digital Journey Orchestration platform which will transform customer experience and end-to-end customer journey management across Pfizer.

You will enable real-time, omnichannel customer listening powered by customer-enabled journeys and customer behaviors. The resulting customer insights will inform the next best actions or orchestrations to make our customers’ experience personalized, timely and rewarding at every touchpoint.

How You Will Achieve It

The Experience Management Solutions Lead will be responsible for the following:

• Responsible for journey orchestration services delivery and stewardship of Pfizer’s customer journeys,  journey optimization, reporting and related data.
• Define program governance, implementation strategy and platform processes in service of business stakeholders.
• Lead program planning,  execution, change management platform training and communications.
• Define the journey orchestration measurement strategy and approach in collaboration with CX Research and CX Strategy.
• Deliver onboarding and methods to empower teams to adopt the platform for speed to market.
• Lead day-to-day management of platforms during proof-of-concept, development, pilot, implementation and sustain phases.
• Partner with Analytics, Architecture, Creation Centers, Product teams, and business leaders to ensure platform feasibility and sustainability.
• Maintain close collaboration with Customer Experience Research, Strategy, Design and Activation teams to ensure alignment in strategic and tactical activities.
• Own the technology vendor relationships managing project prioritization, scope, technology roadmap and vendor oversight.
• Create and manage project estimates.

QualificationsBasic

• Bachelor’s degree required
• 7+ years of relevant experience in healthcare, consumer goods, retail and/or pharmaceutical industry.
• 3+ years of project leadership experience working with project teams in a matrixed environment. 
• A strong global commercial and marketing acumen.
• Demonstrated strategic, analytical, and complex problem-solving skills.
• Must be knowledgeable of large data sets and how to strategically position data to better understand customer behavior and intent.
• Proven technology management leadership skills. Proven leadership skills, strong written and verbal skills, and organizational skills.
• Program management experience.
• Must be able to communicate effectively orally and in writing with internal technical staff, management and vendors.
• Must demonstrate following competencies and values: agile, innovative, nimble learning,  customer focus, communicates effectively, credible and resilient.

Preferred

• Master's degree
• A strong understanding of interactions the pharma industry has with customers across digital and traditional channels
• Demonstrable business practice skills centered around customer experience, customer engagement, customer journey analytics, campaign management
• Program management and delivery experience with Journey Orchestration platforms. Thunderhead One would be a plus.
• Experience with software-as-a-service related service delivery
• Understanding of Customer Experience Research and its application to product development

  
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.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Limited Domestic and International travel.

Last Date to Apply for Job: 8/13/2021

Eligible for Employee Referral Bonus

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.

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