Regional IAT Customer Experience Strategist

Company Description

The IAT Customer Experience Strategist for the Latin America Region is a strategic contributor, who marries customer experience planning with storytelling. This individual is an insatiably curious knowledge gatherer who will lead and drive the strategy, development, execution, and stewardship of how best to engage customers across their respective journeys. This individual will create empathy and facilitate insights-led decision-making across client relationships and internal teams.

Job Description

Be an advocate and driver of a customer's overall experience, identifying gaps and opportunities across channels.

• Provide analysis and artifacts to help devise world-class insights that contribute to thoughtful and potentially disruptive strategies; constantly separating signals from noise in a large quantity of information and rapidly distill it for key stakeholders and creators.

• Provide strategic inputs throughout the creation of the ideal customer experience - from vision and conception to launch and optimization.

• Serve as a subject matter expert in all things experience strategy, leading both Clients and peers alike to think about opportunities that solve business challenges, while meeting brand and customer needs.

• Synthesize qualitative and quantitative data from all available sources to provide strategic implications and creative inspiration.

• Translate strategic insights to inform the creative and media briefing process to inspire ideation and drive action.

• Assume ultimate responsibility for products and concepts, from strategy through implementation and optimization.

• Continuously identify innovative solutions, breakthrough Ideas and approaches, and engaging experiences for Pfizer's customers.

• Take on a proactive, thought-leadership role, surfacing new ideas, capabilities, and customer needs.

Qualifications

• Proven Pharma experience at both the consumer and HCP level

• 10+ years of related strategy and/or planning experience, covering digital, CX, and CRM

• Knowledge of the mechanics for customer experience, customer research, and experience design

• Experience analyzing research and analytics and drawing out customer insights.

• Ability to articulate and educate internal teams and Clients on CX/CRM strategy, trends, and challenges.

• Sharp strategic thinking and effective problem-solving skills

• Ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations.

• Experience working on multiple workstreams with a familiarity and comfort working within an agile environment.

• Ability to work on multiple levels, excelling at high-level experience strategy work and the tactical details of strategic implementation. 

• Vocal and assertive, while working collaboratively with external agency partners.

• English-language proficient, with ability to work closely with team members across geographies and time zones.

Additional Information

All your information will be kept confidential according to EEO guidelines.