Medical Information (MI) Country / Cluster Customer Experience Lead

Pfizer, S.A. de C.V; Saint-Ouen-l'Aumône; Hybride; EUR 70 000 - 90 000; Plein temps

Résumé du poste

A leading pharmaceutical company is seeking a Customer Experience Lead to oversee the delivery of Medical Information services across key markets. This role requires handling day-to-day operations, improving customer engagement, and ensuring compliance with MI standards. The ideal candidate will have a degree in a science or healthcare field and 3-5 years of relevant experience. Competitive compensation and a hybrid work model are offered.

Prestations

Health and disability insurance

Retirement plan contributions

Vacation and parental leave policies

On-site health and fitness centers

Qualifications

• 3-5 years of relevant experience in Medical Information/Medical Affairs/Pharmaceutical Industry.
• Second Language skillset may be required.

Responsabilités

• Ensure MI Service delivery for market(s) against performance indicators.
• Manage MI channels including websites and live chat.
• Collaborate with Customer Experience Leads to promote patient-centricity.

Connaissances

Stakeholder engagement

Strategic thinking

Attention to detail

Interpersonal skills

Formation

Degree in a science/healthcare field

Description du poste

Medical Information (MI) Country / Cluster Customer Experience Lead

We’re in relentless pursuit of breakthroughs that change patients’ lives. We innovate every day to make the world a healthier place.

To fully realize Pfizer’s purpose – Breakthroughs that change patients’ lives – we have established a clear set of expectations regarding “what” we need to achieve for patients and “how” we will go about achieving those goals.

Pfizer Research & Development serves as the beating heart of Pfizer's trailblazing product pipeline, the essence of our mission to bring life-changing medicines to the world.

Pfizer offers competitive compensation and benefits programs designed to meet the diverse needs of our colleagues.

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
• 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

• 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

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

Breakthroughs that change patients’ lives

Research confirms what intuition tells us: that purpose-driven companies perform better, are more innovative, attract and retain the best people, and know how to unleash the power of those people. Pfizer’s purpose—Breakthroughs that change patients' lives—fuels everything we do and reflects our passion for building on our legacy as one of the greatest contributors of good to the world.

Each word in our purpose has meaning and reflects the value we strive to bring to patients and society:

“Breakthroughs” - These are the innovations, scientific and commercial, that we seek to deliver every day. All colleagues, regardless of role, level or location, strive for breakthroughs every day.

“Change” - We want to do more than simply improve patients’ medical conditions; we want to dramatically change their lives for the better.

“Patients’ lives” - We consider not only patients, but everyone they touch—including their families, caregivers, and friends—and everything they love to do. It’s an intentionally holistic view.

Our purpose ensures that patients remain at the center of all we do. We live our purpose by sourcing the best science in the world; partnering with others in the healthcare system to improve access to our medicines; using digital technologies to enhance our drug discovery and development, as well as patient outcomes; and leading the conversation to advocate for pro-innovation/pro-patient policies.

Every decision we make and every action we take is done with the patient in mind—and to nurture an environment where breakthroughs can thrive.

Our Values

To fully realize Pfizer’s purpose, we have established a clear set of expectations regarding “what” we need to achieve for patients and “how” we will go about achieving those goals.

The “how” is represented by four simple, powerful values—courage, excellence, equity, and joy—that define our company and our culture.

Courage: Breakthroughs start by challenging convention, especially in the face of uncertainty or adversity. This happens when we think big, speak up, and are decisive.

Excellence: We can only change patients’ lives when we perform at our best together. This happens when we focus on what matters, agree who does what, and measure our outcomes.

Equity: We believe that every person deserves to be seen, heard, and cared for. This happens when we are inclusive, act with integrity, and reduce healthcare disparities.

Joy: We give ourselves to our work, but it also gives to us. We find joy when we take pride, recognize one another, and have fun.

Pfizer Research & Development serves as the beating heart of Pfizer's trailblazing product pipeline, the essence of our mission to bring life-changing medicines to the world.

With an unwavering commitment to innovation, we use a multidisciplinary approach that blends scientific expertise, cutting-edge technologies, and strategic collaborations, igniting a powerful engine that propels groundbreaking discoveries into life-saving treatments for patients in need.

Through our relentless pursuit of progress, we envision a future where cutting-edge medicines pave the way to healthier, happier lives worldwide.

Benefits at Pfizer

Pfizer offers competitive compensation and benefits programs designed to meet the diverse needs of our colleagues. Our Pay for Performance Philosophy and Practices reward colleagues based on the contributions they make to our business.

Our Competitive Benefits Programs help our colleagues by:

• Promoting Health and Wellness to help colleagues maintain and improve their physical and mental wellbeing . Pfizer offerings include health and disability insurance, preventative health programs, medical screenings, free or reduced-cost vaccinations, discounts on Pfizer products, mental health support, nutrition and fitness counseling and more.
• Strengthening Colleagues’ Financial Security by providing company contributions to retirement plans, life insurance and financial planning education to help colleagues achieve their financial goals.
• Providing Benefits and Time off for the Moments that Matter to ensure Pfizer colleagues have the time away from the office to recharge, recover and return to work as the best version of themselves. Vacation, Holiday time and Sick time are just the beginning, with a 12 week parental leave policy for both parents of a new born, 10 day of caregiver leave for those times when your family needs you whether it’s a child, spouse or parent, bereavement leave, and additional country-specific programs.
• And so much more, depending on your country and site, Pfizer offers childcare facilities or discount programs, on-site health and/or fitness centers , movement and mindfulness solutions, “Log in for your Day” work flexibility and so much more.