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Customer Experience Strategist

1 month ago

Hangzhou, Zhejiang, China Pfizer Full time
Job Description:

We are seeking a highly experienced Customer Experience Strategist to join our team at Pfizer.

About the Role:

The successful candidate will be responsible for designing customer experience strategies, creating innovative customer experiences, and collaborating with business stakeholders to ensure integrated omni-channel customer experiences.

This role involves leading the team in designing a range of products and services that drive digital transformation projects and optimize customer experience. The ideal candidate will have a deep understanding of customer requirements, excellent product positioning, feature prioritization, and roadmap definition skills.

Key Responsibilities include:

  • Designing customer experience strategies and creating innovative customer experiences
  • Analyzing 360-degree customer profiles, building customer journey maps, and translating customer insights into future endeavors
  • Collaborating with business stakeholders to ensure integrated omni-channel customer experiences
  • Leading the team in designing products and services that drive digital transformation projects and optimize customer experience
  • Implementing product prototypes to validate innovation values and define product KPIs and evaluation metrics
  • Collaborating with other teams for the testing and launch of HCP engagement, patient services, and other customer experiences tools
  • Presenting product prototypes and demos and responsible for experience and product optimization after product launch
Qualifications:

To succeed in this role, you will need:

  • A Bachelor's degree or above in product design or related disciplines
  • 7-10 years of experience in customer experience management or product management, with solid knowledge of product market research, user story design, agile product development, UX and UI design, product testing, product launch, and documenting product-related materials
  • Prior work experience in customer experience, service design, and journey management in multiple touchpoints and product design in pharmaceutical/healthcare industry
  • Solid knowledge of market trends and staying abreast of the latest digital products and applications in pharmaceutical/healthcare industry
  • Rich experience of customer journey mapping and analysis in large-scale digital marketing campaigns
  • Experience with UI prototyping design tools, such as Figma
  • Fluent in English and excellent cross-functional communication skills, able to manage efficient communications with business stakeholders
  • Creative and entrepreneurial mindset, ability to manage priorities, solve obstacles, make decisions, and drive impact in ambiguous and complex circumstances

$120,000 - $180,000 per annum, depending on experience.

Work Location Assignment:

This is an On Premise role.