Patient and Healthcare Experience Director

at  Pfizer

The Patient and Healthcare Experience Director is critical to transform the GTM (Go to Market) model at a Latam Southern Cluster level. This role will partner closely with the Leadership Team to redefine the way we engage with physicians and patients from a One Pfizer perspective, harnessing our collective advantage and developing a customer centric organization for the future. Lead the digital experiences components of the country plan as ensure new channel and social media strategy. This role oversees the Patient Support Program team.

Capabilities & Qualifications

• 5+ years of experience in the Pharma, Technology, CGS (Consumer Goods Sector), and
• Consultancy industry; preferably at managerial level
• Bachelor’s degree required, MBA is preferred
• Extensive leadership experience, ideally cross categories. Inclusive leader who has a good history of leading through change. Think big and passionate about customer experience.
• Knowledgeable about digital and technology enabled transformation
• Excellent project management and communication skills.
• Strong collaboration skills. Has the ability to effectively engage diverse stakeholder groups in country and above country.
• Strong financial acumen and understanding of P&L and technology-based transformation
• Knowledge of the local healthcare system (desired)

Purpose and Key Activities

• Orchestrate the new GTM & omnichannel engagement programs across categories, leverage global best practices, and guide program owners, teams’ execution, and CX counsel CCMF, MD, Pfizer digital (enablement) & GCO (operations) collaboration to ensure engagement quality, and cross-categories performance.
• Act as an internal consultant, working with business leaders to identify opportunities for
• continuous improvement, innovation project and agreements.
• Be the lead on creative use of internal and external data sources (machine learning) to
• identify opportunities and boost customer differentiation tools and technology solution
• improvement to the categories.
• Act as the local digital experience advisor, develop a clear vision and strategy to expand Pfizer presence in the digital ecosystem increasing traffic and customer engagement to
• internal resources
• Lead the content x-category strategy based on the holistic customer experience
• Lead the on demand/self-service strategy using current resource so as evaluate new one to reinforce customer experience in the long term
• Manage local 3rd party digital vendor relationships within the country
• Track progress, identify key learning and measure impact and results of all initiatives
• Manage budget allocation to digital initiatives and in the prioritization of activities

EEO (Equal Employment Opportunity) & 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, or disability.
Marketing and Market Research

• Orchestrate the new GTM & omnichannel engagement programs across categories, leverage global best practices, and guide program owners, teams’ execution, and CX counsel CCMF, MD, Pfizer digital (enablement) & GCO (operations) collaboration to ensure engagement quality, and cross-categories performance.
• Act as an internal consultant, working with business leaders to identify opportunities for
• continuous improvement, innovation project and agreements.
• Be the lead on creative use of internal and external data sources (machine learning) to
• identify opportunities and boost customer differentiation tools and technology solution
• improvement to the categories.
• Act as the local digital experience advisor, develop a clear vision and strategy to expand Pfizer presence in the digital ecosystem increasing traffic and customer engagement to
• internal resources
• Lead the content x-category strategy based on the holistic customer experience
• Lead the on demand/self-service strategy using current resource so as evaluate new one to reinforce customer experience in the long term
• Manage local 3rd party digital vendor relationships within the country
• Track progress, identify key learning and measure impact and results of all initiatives
• Manage budget allocation to digital initiatives and in the prioritization of activitie