Pfizer Connect Inbound & Customer Experience Lead

ROLE SUMMARY

All over the world, Pfizer colleagues have the opportunity to grow and develop a career that offers both individual and company success; be part of an ownership culture that values diversity and where all colleagues are energized and engaged; and the ability to impact the health and lives of millions of people. Pfizer, a global leader in the biopharmaceutical industry, is continuously seeking top talent who are inspired by our purpose to innovate to bring therapies to patients that significantly improve their lives.

Our vision is to develop Pfizer Connect into an industry leading capability designed to meet our customers where they are by deploying innovative approaches to increase brand awareness, knowledge and understanding of our products, while enhancing our relationships and relevance with our customer base, ultimately leading to increased revenues.  Working with the VP Pfizer Connect, this leader will manage the inbound customer experience journey, including partnering with Bio Ops on vendor management, while also defining the overall Pfizer Connect customer experience strategy.

The successful candidate will be passionate about creating the optimal customer experience, bringing demonstrated experience that illustrates that by focusing on the customer and their journey, you can also enhance colleague engagement and business outcomes. 

ROLE RESPONSIBILITIES

Define the customer experience strategy

• Co-create a strategy based upon data-driven market and customer insights with the VP Pfizer Connect, Leadership Team to maximize customer experience and productivity; shares relevant learnings, insights and ideas with BU sales teams  
• Owns and maintains pulse of customer experience across Pfizer Connect; Shares CX best practices across Biopharma
• Leads strategy to synchronize inbound Customer Experience across Biopharma platforms (Galaxy, PCA, USMI, Patient)
• Guide the implementation of the strategy, set priorities, give regular leadership updates, and recommend enhancements that improve the customer experience, productivity and culture / team capabilities
• Recommend, develop and analyze KPIs to measure the performance of Pfizer Connect customer facing colleagues in order to inform business decisions, partnering with Enablement and Bio Ops to ensure seamless execution & reporting; Recommends KPIs for field-based teams
• Identify key reporting trends for Pfizer Connect and BU KPIs as well as external market and competitive trends to develop appropriate strategies and address issues as they arise in collaboration with appropriate platform functions.
• Contribute to the achievement of strategic goals and revenue commitments by maximizing the effectiveness of the Pfizer Connect organization
• Lead with a change-agile mindset to continually capitalize on evolving opportunities as they arise across the business

Manage the inbound capability

• In partnership with Pfizer Connect LT, defines the desired inbound customer experience, identifies and measures KPIs for the Customer Experience Reps (CERs) and coordinates with the BUs and other stakeholders to establish workflows, FAQs and other necessary materials
• Partner with BU stakeholders to ensure the appropriate allocation of SME capacity (i.e., Medical, Access) to support triage from Pfizer Connect
• Develop and manage requirements and capability curriculum for CERs to deliver a best-in-class customer experience
• Measure, analyze and adapt resourcing based upon utilization and demand; make recommendations for future enhancements, such as insourcing, as appropriate
• Manages to the allocated budget
• Participate as a member of the Pfizer Connect Leadership team

BASIC QUALIFICATIONS

• BA/BS Degree required. MBA or other advanced degree preferred
• Min 10 years of experience; less with advanced degree
• Prior vendor management experience
• Demonstrated ability to work effectively in a team-based matrix environment with multiple stakeholders and competing needs and to lead teams to collaborate
• Previous strategy, analytics or operations experience
• Excellent listening skills, influencing/negotiation skills, and relationship management capabilities
• Prior experience establishing and optimizing workflows, processes, training, etc.
• Prior experience in a virtual or customer experience role required 
• Demonstrated success in leading cross-functional projects or strategies
• Strong values-based leadership

PREFERRED QUALIFICATIONS

• Experience in establishing a new organization or capability preferred

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Some light domestic travel may be required, primarily between NYHQ and Pfizer Connect Centers

Other Job Details:

• Last Date to Apply for Job: December 10, 2021
• Additional Location Information: Selected candidate must be located in NYHQ, Lake Forest or Tampa
• Eligible for Employee Referral Bonus

Pfizer requires all U.S. new hires to be fully vaccinated for COVID-19 prior to the first date of employment.  As required by applicable law, Pfizer will consider requests for Reasonable Accommodations.

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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