18 days old

Customer Experience Strategy Manager

Pfizer
Χορτιάτης, Κεντρική Μακεδονία 570 10
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**ROLE SUMMARY**



The Customer Experience (CX) Strategist - Manager will become a team member of the CX Strategy Team within the Customer Experience & Engagement (CX&E) organization and will report directly to the Sr. Director of Customer Experience Strategy.



The CX Strategy Team connects strategic imperatives across CX&E, Digital and Commercial to develop experiences and services that are desirable, viable & feasible. The strategist will work in close collaboration with members of the CX&E organization including Experience Research & Insight, Human Centered Design, Digital Activation & Enablement and CX Measurement & Management to understand opportunities through the lens of the customer and identify and define strategies to bring the future opportunities to life.



**ROLE RESPONSIBILITIES**



+ Support strategic ideation with cross functional colleagues to identify opportunity spaces, co-create experience visions, principles, experience concepts, future state journey maps, optimal experience flows

+ Contributing to the development and implementation of Customer Experience roadmaps and strategic plans specific to customer and business needs

+ Developing journey maps to ensure continuity and orchestration of customer interactions across touchpoints

+ Contribute to the development of experience strategy for patient and customer experience transformation projects and priority colleague experiences

+ Leverage project and program management skills to execute on CX initiatives across the business.

+ Manage vendor relationships for strategy led projects



BASIC QUALIFICATIONS



+ Bachelor's degree required, preferred in marketing, business administration or design.

+ Experience developing experience strategy and customer journey maps in pharmaceutical and/or adjacent industries.

+ Knowledge of pharma ecosystem including diverse customer groups and chain of product flow.

+ 5+ years of relevant experience in healthcare, consumer goods, retail and/or pharmaceutical industry.

+ 5+ years of relevant experience in marketing insights, customer experience architecture, solution design and strategy in healthcare, consumer goods, and/or pharmaceutical industry. Other industry experience is a plus.

+ Systems thinker, innovative mindset

+ Demonstrated ability to lead large workshops focused around customer journey mapping and ideation

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

+ Must be able to communicate effectively with internal business and technical teams, vendors and team leaders



**LI # PFE**



Purpose

**Breakthroughs that change patients' lives** ... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.



Digital Transformation Strategy

One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.



Flexibility

We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let's start the conversation!



Equal Employment Opportunity

We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer iscommitted to celebratingthis,in all itsforms - allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.



Marketing and Market Research
Posted: 2021-03-31 Expires: 2021-05-01
Sponsored by:
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Customer Experience Strategy Manager

Pfizer
Χορτιάτης, Κεντρική Μακεδονία 570 10

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