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Director, Global Customer Experience Innovation Strategist


New York, NY
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Job Details


The Customer Experience & Omni-Channel Global team will drive a global transformational effort in how we engage with Customers and enhance business results through digital channels across Pfizer Essential Health (PEH).

The Team is responsible of building and executing the PEH Global customer experience strategy and operating model through a repeatable process that merges business objectives and customer objectives for higher impact. To achieve this, the team will lead the defining of customer journey maps and develop value-added services with the right go to market model with the right channel mix opportunities, right content, and technologies. By working with the Customer Experience /OC Team, markets will be able to develop their own Customer Experience Strategies will ensure that business objectives are aligned with customer objectives and only activities that deliver the right experiences, to the right customers, at the right times will be prioritized, executed and measured.

The customer experience strategist will lead the strategy of external partnerships evolution projects to bring forth desired customer experience globally and create business impact. He/she will lead the process of designing the mobile CX strategy innovation roadmaps and programs and implement guide mobile innovative solution or partnership application development development efforts and cross-pollination/upsell opportunities. He/she will partner with innovation leaders in Pfizer cross functional organizations such as BAI, BT Mobile COE, Medical as well as the Customer Experience and OmniChannel teams to drive the communications and change management of cCustomer mobile communication experience and engagement strategies. He/she will identify emerging technologies and companies to increase efficiency and speed in delivery of digital solutions.


+ Developing and Implementing Customer Experience roadmaps, education and change management programs

+ Developing an analysis of the global health outcome management processes and customer needs therein.

+ Analyze the global healthcare innovation market and identify opportunities in digital health.

+ Lead the ideation and design of innovative applications and services that will solve customer problems, help them in health outcome management and provide delightful experiences.

+ Navigate through a challenging environment with an evolving map, challenge pre-conceived concepts and notions and make things happen.

+ Establish productive plans for the scale up of novel ideas, internal and external best practices.

+ Identify new technology opportunities, new directions for MCC and delighting experiences for our customers.

+ Oversee the execution of initiatives with project management methodologies and tools.

+ Work closely with in country marketing and regional and country MCC, Medical, Business Technology, Legal and Compliance teams.

+ Contribute to collective learning across regions by actively sharing in the hive workspace with inspiring posts, articles and will engage country leaders and teams to drive their engagement.


+ Bachelor's degree required, Master's degree preferred

+ Applicants who are Certified Customer Experience Professionals (CCXP) are highly preferred

+ Excellent interpersonal skills, with the ability to communicate complex data issues correctly and clearly to both internal and external customers.

+ 10+ years of relevant experience in Digital Marketing, marketing insights, customer experience architecture, solution design and strategy in healthcare, consumer goods, and/or pharmaceutical industry. Other industry experience is a plus.

+ At least 6 years of experience in designing and implementing implementing Customer Experience eDigital Marketing and Multi-Channel Communication education and change management programs strategies and tactics is required

+ Innovative and entrepreneurial mindset

+ Entrepreneurial background and proven track record of immersion to innovation in healthcare services and solutions

+ A significantly high commercial acumen and marketing experience in the pharmaceutical business

+ The job requires a deep understanding of Pfizer strategies, product and service offerings, and standard operating procedures and processed. This is essential to develop the right strategies, which will drive value in healthcare based on Pfizer capabilities.

+ Command of Pfizer technology roadmaps, the capability of existing digital platforms, best practices and internal operating procedures

+ Knowledge of market and customer specific insights

+ Experience in emerging technologies, innovation management

+ Expertise Know how of in Digital Marketing and Omni-Channel Communication platforms and technology solutions

+ Strong strategic, analytical, and complex problem-solving skills

+ Strong leadership, influencing, and negotiating skills

+ Solid understanding of the complexity of global roles interactions with the regional teams

+ Demonstrated ability to manage/lead complex projects and cross-functional/ matrix teams

+ Proven ability to drive change and implement new concepts/ideas

+ Demonstrated ability to understand critical market drivers, key product attributes, and differentiators

+ Ability to work in multiple cultural contexts as well as in partnerships across functions and local teams

+ Excellent communication, presentation, and stakeholder management skills

**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.

**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.

**Additional Details**

+ Last day to apply: Monday, March 26, 2018

+ Location: virtual

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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