Patient & Healthcare Experience Lead

**_About Pfizer
- **

A career at Pfizer offers opportunity, ownership and impact.

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

**_Role Summary
- **

The Patient & Healthcare Experience Manager is a customer oriented, front-line professional who can make significant contributions to transform the way we engage with Patients and Health Care Professionals.

High performing team member capable of developing compelling initiatives with agility, speed and focus on internal and external customers. The position reports to the Innovation & Transformation Lead.

Acts an above-brand consultant and capability builder to Marketing and Leadership to support them in implementing a customer experience-centric marketing approach

**_Responsabilities
- **
- Actively collaborates in the development of relevant HCP/Patient **customers personas **including demographic profile, channel & content preferences as basis HCP/consumer engagement strategies and execution plans.
- Be an expert on our customers & their needs and support therapeutic areas to create an annual HCP and Patient experience strategy in partnership with Enterprise CX&E and the Content & Channel Specialist
- Be a Customer Experience Champion in market and embed a Customer Experience-centric approach to marketing and patient Program to define customer engagement.
- Ensures alignment of in-market Customer Experiences to global CX standard
- Actively bringing CX and Omnichannel services to market, share best-practices and drive localization and implementation of Global CX frameworks and pull through of global CX programs and global campaigns in collaboration with global CXE and regional functions
- Pull through global CX and Omni-channel training programs and create new trainings for colleagues to develop customer-centric marketing capabilities in collaboration with Learning and Develpment & Global CXE
- Brings globally developed research on customer experience and local knowledge together to create a data-driven basis for customer experience creation and iteration
- Carry out CX metrics and insights framework implementation and advises Marketing on how to set customer Experience & Engagement targets, how to monitor and how to drive continuous improvement of One Pfizer CX across Therapeutic Areas

**_Capabilities & Qualifications
- **
- 5+ years of experience in digital marketing
- Experience leading teams.
- Ability to implement strategy and plans with the greatest business impact
- Proven and consistent experience in influencing without authority.
- Strong collaboration skills. Has the ability to effectively engage diverse stakeholder groups in country and above country.
- Knowledge of the local healthcare system preferred.
- Up-to-date, intimate knowledge of digital marketing.
- Expertise in the field of customer/omni-channel strategy.
- Proven success in a fast-paced, high-exposure and highly collaborative environment.
- Excellent project management and communication skills.
- Proven ability to connect, integrate analyze and synthesize data.
- Agile mindset
- Experience with Agile methodologies
- Experience with Design Thinking

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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