Customer Experience Strategist, Senior Manager
Job Description
ROLE SUMMARY
The Sr. Manager, CX Strategy supports the creation and execution of customer experience strategies, ensuring outcomes that deliver real value to customers and the business alike. They leverage strategic frameworks and methodologies – including service design, journey mapping, data synthesis, impact and prioritization analyses – to drive impactful customer experiences. And they ensure continual innovation and optimization of experiences through ongoing Voice of Customer and analytics synthesis.
This role requires cross-functional collaboration to ensure alignment on the customer vision and how it supports the business need.
The Sr. Manager, CX Strategy also supports continuous improvement of CX frameworks and methodologies and scaling of the service design and journey management capabilities.
ROLE RESPONSIBILITIES
Develop customer experience strategies based on customer insights and business priorities.
Define the future state vision for customer experiences via data-driven methodologies and models (journey mapping, service blueprinting, etc.)
Embed innovation and experimentation methodologies to drive novel approaches for desired outcomes and experiences.
Collaborate with experience measurement (XM), Behavioral Insights, Data and Analytics to prioritize insights that will drive decision-making and optimization.
Leverage visibility of journeys across customer segments, brands and therapeutic areas to accelerate insights and opportunity identification.
Collaborate with CX Behavioral Insights, XM and data analytics colleagues to continuously advance the understanding of patients, their needs, and behaviors with a focus improving customer experience and anticipating needs
Support definition of journey management capability across CX and Pfizer
Develop training artifacts to drive scaling of the journey management and service design capabilities.
BASIC QUALIFICATIONS
- Bachelor’s degree required, preferred in Marketing, Design, or Business
- 7+ years of relevant experience in healthcare, consumer goods, retail and/or pharmaceutical industry.
- Experience in customer experience strategy in pharmaceutical and/or adjacent industries is required.
- Knowledge of pharma ecosystem including diverse customer groups and chain of product flow
- 7+ years of relevant experience in marketing insights, customer experience, solution design journey management and strategy in healthcare, consumer goods, and/or pharmaceutical industry. Other industry experience is a plus.
- At least 5 years of experience in designing and implementing customer experience education and change management programs is required.
- Demonstrated ability to facilitate workshops focused on customer journey mapping and ideation.
- Demonstrated ability to manage/lead complex projects and cross-functional/ matrix teams.
- Excellent communication skills and the ability to indirectly influence key partners and stakeholders.
- Innovative and entrepreneurial mindset
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.
PHYSICAL/MENTAL REQUIREMENTS
- Coordination with other Pfizer Digital staff to leverage shared services.
- Strong analytical, writing, presentation and facilitation skills
- Must be able to communicate effectively orally and in writing with internal technical staff, management and vendors.
- Able to balance multiple project initiatives.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
- Up to 25% local travel required.
- National and International travel may be necessary.
Work Location Assignment: On Premise
Other Job Details:
- Last day to apply: April 18, 2024
Relocation assistance may be available based on business needs and/or eligibility.
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. This position requires permanent work authorization in the United States.
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.
