Enterprise XM Oncology Lead

Role Summary

As the Enterprise XM Oncology Lead, you will play a pivotal role in maximizing the Experience Management (XM) across the oncology spectrum—from research and development to patient support. This role demands a profound understanding of the oncology landscape and an ability to deploy XM strategies that enhance outcomes for scientists, clinical trial participants, HCPs (in partnership with the CMO organization), colleagues, partners, and vendors globally. In close collaboration with the Director of Enterprise Customer Experience Management (CXM), CX & Capability Leads, Digital Client Partners, C4, CMAO, CMO, R&D, Px, Manufacturing, and other vital functions, you are tasked to ensure our XM initiatives in oncology are impactful, innovative, and seamlessly integrated across all stakeholder experiences.

Role Responsibilities

XM Opportunity Identification: Co-lead with the eXM Strategy Lead in pinpointing opportunities to elevate stakeholder experiences within the global oncology sector. Engage closely with teams across Pfizer to pinpoint unmet needs and areas ripe for improvement. XM Business Case Development: Co-create robust business cases for XM initiatives by analyzing data, predicting outcomes, and showcasing how XM strategies can spur business growth, enhance patient outcomes, and bolster stakeholder engagement in oncology. XM Development: Guide the development of Oncology XM projects from inception to execution, ensuring alignment with Pfizer’s global oncology strategy. Collaborate with cross-functional teams across all relevant functions to deliver projects on schedule and budget. XM Outer and Inner Loop Operations: Spearhead the implementation and management of both strategic outer loop and tactical inner loop XM operations, maintaining continuous feedback loops for measuring success and guiding strategy refinement. Partner with incumbent functions to define efficient, integrated, and impactful Customer Lifecycle Frameworks (CLF), with specific roles delineated for Commercial (CMO/CMAO), Colleague (Px), Clinical (R&D), etc. Stakeholder Collaboration: Establish strong partnerships with key stakeholders from relevant functions and organizations within the oncology ecosystem, including R&D, clinical trials, commercial teams, patient support, and external partners to ensure XM initiatives align with broader organizational objectives. Global Integration: Adapt and implement XM strategies effectively across prioritized markets, acknowledging and respecting regional nuances and ensuring alignment in Multichannel and Content (MLR) processes. Innovation and Continuous Improvement: Seek out and incorporate cutting-edge XM practices and technologies to refine stakeholder experiences in the oncology domain. Track and optimize performance from business and financial results, operations, and CX results perspective, ensuring all CX actions are clearly prioritized and aligned with financial, business, and customer performance indicators.

Basic Qualifications

10+ years of experience in XM or a related field, with a strong preference for candidates with a background in oncology. Experience managing customer-facing processes and colleagues, and interacting with customers. 2+ years of marketing or sales experience Demonstrated expertise in executing comprehensive XM strategies from identification through development and operational management. Proven track record of collaborating with cross-functional teams and external partners on a global scale. Exceptional analytical, project management, and communication skills. A deep understanding of the healthcare and oncology landscape, including patient care, clinical research, and regulatory environments. Bachelor's degree or higher in a relevant field.

Preferred Qualifications

Process-oriented. Skilled at implementing and building CX/Omnichannel management processes from scratch to enable speed, scale, and impact. Strong verbal and written communication skills, with the ability to present analysis/insights to senior management. Data-driven decision-maker. Solid analytical skills with the ability to analyze and interpret data to deliver insights that CX impact. Strong leadership skills with the ability to motivate people and teams and drive accountabilityA CX thought leader is deeply knowledgeable about the latest industry trends, best practices, frameworks, and tools and leverages those insights continuously to raise the bar and customer experience. Complex project/program management experience, ideally involving CX and omnichannel capability work and vendor managementExperience in influencing people without authority and in matrix organizationsUnderstanding of key drivers of brand and customer-facing activities in pharmaExperience with CX and omnichannel strategyDemonstrated experience in anticipating, overseeing and influencing change that has a transformational impact on Pfizer Digital and the wider Business Units supported

Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

Last Date to Apply for Job: 4/23/2024

The annual base salary for this position ranges from $145,400.00 to $242,400.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 20.0% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided applies to the Tampa, FL location only. The salary range provided does not apply to any other United States location or locations outside of the United States.

Relocation assistance may be available based on business needs and/or eligibility.

Sunshine Act

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

EEO & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.

Marketing and Market Research