Medical Information (MI) Country / Cluster Customer Experience Lead

ROLE SUMMARY
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 market engagement and relationships between MI and key internal stakeholders, across both Medical and Commercial to ensure an 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, Germany, Canada, Western Europe, Eastern Europe.
MAIN RESPONSIBILITIES / DUTIES
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 implement strategies designed to promote customer/ patient-centricity, improve efficiency or customer experience and support simplification

Line management

• Responsible for ensuring appropriate staffing for MI service and supporting ongoing training needs continuing education to ensure proficiency with respect to processes, systems, products and customer-focused skills
• Responsible for Individual Performance monitoring, utilizing appropriate tools including quality monitoring, to ensure 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, provides key 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 local stakeholders

REQUIRED SKILL SET
Basic Qualifications

• Degree in a science/healthcare field
• 3-5 years of relevant experience in Medical Information/Medical Affairs/ Pharmaceutical Industry
• Second Language skillset may be required

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 interactions

Work Location Assignment: Hybrid
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
Égalité des chances & Emploi
Nous croyons que des équipes diversifiées et inclusives sont essentielles à la réussite d'une entreprise. En tant qu'employeur, Pfizer s'engage à valoriser la diversité et l'inclusion sous toutes ses formes. Cette diversité se reflète également à travers les patients et les communautés que nous servons. Ensemble, continuons à bâtir une culture qui encourage, soutient et responsabilise nos employés.
Handicap & Inclusion
Notre mission est de libérer le potentiel de nos collaborateurs et nous sommes fiers d'être un employeur inclusif pour les personnes handicapées, garantissant ainsi l'égalité des chances en matière d'emploi pour tous les candidats. Nous vous encourageons à donner le meilleur de vous-même en sachant que nous apporterons tous les ajustements raisonnables pour soutenir votre candidature et votre carrière future. Votre expérience avec Pfizer commence ici !
Medical