Medical Information (MI) Country / Cluster Customer Experience Lead (m/f/d)

A career at Pfizer offers opportunity ownership and impact.

All over the world Pfizer colleagues work together to positively impact health for everyone everywhere. Our colleagues have the opportunity to grow and develop a career that offers both individual and company success; be part of an ownership culture that values diversity and where all colleagues are energized and engaged; and the ability to impact the health and lives of millions of people. Pfizer a global leader in the biopharmaceutical industry is continuously seeking top talent who are inspired by our purpose to innovate to bring therapies to patients that significantly improve their lives. Right now we are seeking highly qualified candidates to fill the position:

Medical Information (MI) Country / Cluster Customer Experience Lead (m/f/d)

About the role:

The Customer Experience Lead is responsible for the delivery of MI services in their market(s) including the day-to-day operations and management of the in-house MI Frontline team who respond to unsolicited medical inquiries from Healthcare Professionals (HCPs) and Patients. The Customer Experience Lead is responsible for driving the local marketengagement and relationships between MI and key internal stakeholders across both Medical and Commercial to ensurean aligned customer experience and the appropriate management of customer inquiries. The Customer Experience Lead will be responsible for either a large key market or a cluster of smaller markets in the region e.g. France GermanyCanada Western Europe Eastern Europe.

Market Responsibility
Responsible for MI Service delivery for market(s) against key performance indicators (e.g. service level abandonment rate) and quality measures associated with inquiry management/customer engagement
Responsible for market(s) channel (websites phones live chat chatbots etc.) management and oversight
Responsible for the provision of MI services in aligned markets in accordance with MI standards and prevailing regulations. Including inspection readiness business continuity and quality event management

Collaborate with Customer Experience Lead(s) and Managers regionally and globally to identify and implementstrategies designed to promote customer/ patient-centricity improve efficiency or customer experience andsupport simplification

Line management
Responsible for ensuring appropriate staffing for MI service and supporting ongoing training needs continuingeducation to ensure proficiency with respect to processes systems products and customer-focused skills
Responsible for Individual Performance monitoring utilizing appropriate tools including quality monitoring toensure quality and compliance of the service provided

Key stakeholder engagement
Develop effective relationships with key stakeholders/ groups in aligned markets with support from Customer Experience and TA Leads ensuring MI supports and inputs into Market Customer Engagement strategy provideskey customer insights and demonstrates the value of MI to our customers
Ensures awareness of MI function and channels (staffed or self-served e.g. websites chatbot) with internal localstakeholders

About you:

Basic Qualifications
Degree in a science/healthcare field
3-5 years of relevant experience in Medical Information/Medical Affairs/ Pharmaceutical Industry
Native German and C1 English

Preferred Qualifications
Management experience
Strong track record of stakeholder engagement
Strong strategic analytical attention to detail & interpersonal skills
Knowledge of internal and external processes guidelines and regulations governing Pfizer Medical customer
interaction

Together we stand for:

Breakthroughs that change patients livesIn order to fulfill our corporate purpose a value-oriented corporate culture guides our actions. Pfizers values are:Courage Excellence Equity & Joy.

Courage:One bold way we are achieving our goals is our company-wide digital transformation strategy. Our flat hierarchies enable short decision-making paths.

Excellence:We focus on what is really important take responsibility measure progress and work together in a spirit of trust. Together we rely on an agile way of working that encourages our employees to balance their private and work lives and to promote personal development.

Equity:We believe that different experiences are valuable which is why every opinion is heard and valued. These experiences and opinions enrich the entire this way we promote a diverse and inclusive working environment in which colleagues in various Diversity Equity & Inclusion (DE&I) working groups such as e.g. Engage Empowered Women LGBT*IQ DisAbility X-Gen.

Joy:If we experience our work as meaningful we get a lot in return. We achieve this by being proud of the contribution we make appreciating each other and sharing this with joy and recognition. Our BRAVO Award program gives us an appreciative opportunity to do so. Our employees benefit from a comprehensive company health management Pfizer in Balance also during working hours.

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