MAPS/Tier 2 Adoption & Experience Lead, Director

Role Summary

The Market Access & Patient Services / Tier 2 Adoption & Experience Lead is a Director-level role within Pfizer’s AIA Strategy & Operations function, sitting within the Change Deployment & Adoption team reporting to the Change Deployment & Adoption Lead.

This role is the dedicated change, adoption, and training owner for all AI-led initiatives impacting Global Account and Tier 2 field audiences. The segments represent a critical and distinctive commercial population – operating with complex account structures, multi-stakeholder selling environments, and high expectations for precision in how tools and processes are deployed. This leader ensures that every AI capability introduced to these audiences is adopted with speed, confidence, and measurable impact. Leveraging AI to develop templatized approaches where possible; creating less need for reinvention and manual work to drive scalability.

The role owns the full lifecycle of change and adoption for this audience segment: from strategy and stakeholder engagement through to training design, deployment, measurement, and continuous improvement – all grounded in a deep understanding of how Market Access & Patient Services and Tier 2 field colleagues actually work.
 

Key Responsibilities

1. Market Access & Patient Services / Tier 2 Change Strategy & Deployment

• Define and own the change management and adoption strategy for all AI-led initiatives impacting Market Access & Patient Services and Tier 2 field audiences, aligned to the enterprise AI Adoption framework led by the Change Deployment & Adoption Lead

• Develop comprehensive change management and communication plans that ensure clarity of understanding across all Market Access & Patient Services and Tier 2 stakeholders in relation to AI-led changes to processes, systems, and ways of working

• Tailor the overarching AI Adoption framework to reflect the unique needs, workflows, account structures, and priorities of the Market Access & Patient Services and Tier 2 audience segments

• Develop standard change management and communication approaches to engage all necessary stakeholders within Market Access & Patient Services and Tier 2 to successfully roll out new tools, processes, and changes to existing ways of working

• Determine optimal ways to engage Market Access & Patient Services and Tier 2 field leadership to role model and champion new AI-led initiatives

• Proactively identify acute and/or systemic change management and communication issues within the Market Access & Patient Services/Tier 2 segment and manage effectively to resolution

• Feed change signals, adoption barriers, and lessons learned back to the Change Deployment & Adoption Lead to inform enterprise-wide strategy improvement
   

2. Stakeholder Engagement & Activation

• Build and maintain deep, trusted relationships with Market Access & Patient Services and Tier 2 leadership, operations leads, and BU TA Leads to understand audience-specific readiness, concerns, and priorities

• Orchestrate closely with AI product owners to ensure activation engagements for Market Access & Patient Services/Tier 2 are aligned to product capabilities, roadmap timing, and launch readiness

• Partner with Commercial AIA Lead and BU TA Leads to obtain ongoing feedback on AI program performance from a Market Access & Patient Services/Tier 2 perspective and channel insights back to product teams

• Design and execute stakeholder engagement approaches that build awareness, willingness, and capability to adopt AI tools within the Market Access & Patient Services and Tier 2 populations

• Identify and develop Market Access & Patient Services/Tier 2 change champions at field leadership and regional levels to amplify adoption efforts across geographies

• Represent Market Access & Patient Services and Tier 2 audience needs in cross-functional forums, ensuring segment-specific considerations are incorporated into AI product design and rollout planning
   

3. End-to-End Project Planning & Execution

• Create and maintain the end-to-end project plan for each AI-led initiative impacting Market Access & Patient Services and Tier 2 audiences, covering scope, milestones, owners, dependencies, and success criteria

• Track project plans to ensure deliverables and milestones are delivered to schedule; proactively escalate risks and develop mitigation plans

• Identify and manage program interdependencies across the AI portfolio that affect Market Access & Patient Services/Tie