About PfizerAt Pfizer, we're committed to breaking boundaries in healthcare by integrating innovative sciences, deploying cutting-edge technologies, and developing comprehensive patient support systems. Our mission is to bring therapies to patients that significantly improve their lives. Join us in shaping the future of healthcare.The OpportunityAs the Experience Effectiveness (XF) US Lead, you will play a pivotal role in maximizing XF across Primary and Specialty Care-from research and development to patient support. This role demands a profound understanding of the Primary and Specialty Care landscape and an ability to deploy XF strategies that enhance outcomes for scientists, clinical trial participants, HCPs (in partnership with the CMO/CMAO/R&D organization), colleagues, partners, and vendors globally. In close collaboration with the Director of Enterprise Customer Experience Management (CXM), CX & Capability Leads, Digital Client Partners, C4, CMAO, CMO, R&D, Px, Manufacturing, and other vital functions, you are tasked to ensure our XF initiatives in Primary and Specialty Care are impactful, innovative, and seamlessly integrated across all stakeholder experiences.Core Responsibilities
XF Opportunity Identification: Co-lead with the eCXM Strategy and Oncology and International Markets XF Leads in pinpointing opportunities to elevate stakeholder experiences within the global Primary and Specialty Care sector. Engage closely with teams across Pfizer to pinpoint unmet needs and areas ripe for improvement.
XF Business Case Development: Co-create robust business cases for XF initiatives by analyzing data, predicting outcomes, and showcasing how XF strategies can spur business growth, enhance patient outcomes, and bolster stakeholder engagement in Primary and Specialty Care.
XF Development: Guide the development of Primary and Specialty Care XF projects from inception to execution, ensuring alignment with Pfizer's global Primary and Specialty Care strategy. Collaborate with cross-functional teams across all relevant functions to deliver projects on schedule and budget.
XF Outer and Inner Loop Operations: Spearhead the implementation and management of both strategic outer loop and tactical inner loop XF operations, maintaining continuous feedback loops for measuring success and guiding strategy refinement. Partner with incumbent functions to define efficient, integrated, and impactful Customer Lifecycle Frameworks (CLF), with specific roles delineated for Commercial (CMO/CMAO), Colleague (Px), Clinical (R&D), etc.
Stakeholder Collaboration: Establish strong partnerships with key stakeholders from relevant functions and organizations within the Primary and Specialty Care ecosystem, including R&D, clinical trials, commercial teams, patient support, and external partners to ensure XF initiatives align with broader organizational objectives.
Global Integration: Adapt and implement XF strategies effectively across prioritized markets, acknowledging and respecting regional nuances and ensuring alignment in Multichannel and Content (MLR) processes.
Innovation and Continuous Improvement: Seek out and incorporate cutting-edge XF practices and technologies to refine stakeholder experiences in the Primary and Specialty Care domain. Track and optimize performance from business and financial results, operations, and CX results perspective, ensuring all CX actions are clearly prioritized and aligned with financial, business, and customer performance indicators.
Requirements
Bachelor's degree or higher in a relevant field.
10+ years of experience in experience management or a related field, with a strong preference for candidates with a background in Primary and Specialty Care.
Experience managing customer-facing processes and colleagues, and interacting with customers.
Demonstrated expertise in executing comprehensive CXM and CX strategies from identification through development and operational management.
Proven track record of collaborating with cross-functional teams and external partners on a global scale.
Exceptional analytical, project management, and communication skills.
A deep understanding of the healthcare landscape, including patient care, clinical research, and regulatory environments.
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.
Why Pfizer?Pfizer is a place where you can be proud to be part of a company that is making a real difference in the lives of people around the globe. We provide an inclusive, collaborative, and innovative environment where you can make an impact. Join us in our mission to deliver breakthroughs that change patients' lives.Other Job Details
Last day to apply: September 27, 2024
Work Location Assignment:On premise 2-3 days per week or as needed by business
Ability to flex hours as needed to support/collaborate with team members in Eastern Time Zone
The annual base salary for this position ranges from $161,600.00 to $269,400.00. In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 20.0% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site - U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided applies to the Tampa, FL location only. The salary range provided does not apply to any other United States location or locations outside of the United States.Relocation assistance may be available based on business needs and/or eligibility.Sunshine ActPfizer 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 EligibilityPfizer 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. This position requires permanent work authorization in the United States.Marketing and Market Research#LI-PFE