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

<p>A career at Pfizer offers opportunity, ownership and impact.</p><p></p><p>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:</p><p></p><p><b>Medical Information (MI) Country / Cluster Customer Experience Lead (m/f/d) </b></p><p></p><p><b>About the role:</b></p><p>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 <span>market engagement</span> 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, <span>Germany, Canada,</span> Western Europe, Eastern Europe.</p><p></p><p><b>Market Responsibility</b><br/>• 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<br/>• Responsible for market(s) channel (websites, phones, live chat, chatbots etc.) management and oversight<br/>• 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</p><p>• Collaborate with Customer Experience Lead(s) and Managers, regionally and globally, to identify and <span>implement strategies</span> designed to promote customer/ patient-centricity, improve efficiency or customer experience and support simplification<br/> </p><p><b>Line management </b><br/>• Responsible for ensuring appropriate staffing for MI service and supporting ongoing training needs <span>continuing education</span> to ensure proficiency with respect to processes, systems, products and customer-focused skills<br/>• Responsible for Individual Performance monitoring, utilizing appropriate tools including quality monitoring, to ensure quality and compliance of the service provided<br/> </p><p><b>Key stakeholder engagement</b><br/>• 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<br/>• Ensures awareness of MI function and channels (staffed or self-served, e.g., websites, chatbot) with internal <span>local stakeholders</span></p><p></p><p><b>About you: </b></p><p><u>Basic Qualifications</u><br/>• Degree in a science/healthcare field <br/>• 3-5 years of relevant experience in Medical Information/Medical Affairs/ Pharmaceutical Industry<br/>• N<span>ative German and C1 English</span></p><p><u>Preferred Qualifications</u><br/>• Management experience <br/>• Strong track record of stakeholder engagement<br/>• Strong strategic, analytical, attention to detail &amp; interpersonal skills<br/>• Knowledge of internal and external processes, guidelines and regulations governing Pfizer Medical customer <br/>interaction </p><p></p><p><b><u>Together we stand for:</u></b></p><p><b>Breakthroughs that change patients' lives </b>– In order to fulfill our corporate purpose, a value-oriented corporate culture guides our actions. Pfizer's values ​​are: <b>Courage, Excellence, Equity &amp; Joy</b>.</p><p></p><p><b><u>Courage:</u></b> One bold way we are achieving our goals is our company-wide digital transformation strategy. Our flat hierarchies enable short decision-making paths.</p><p></p><p><b><u>Excellence:</u></b> 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.</p><p></p><p><b><u>Equity:</u></b> We believe that different experiences are valuable, which is why every opinion is heard and valued. These experiences and opinions enrich the entire company. In this way, we promo