Manager, Customer Experience

China Hangzhou Pfizer Innovation Center Digital Customer Experience

Key responsibilities:

• Design customer experience strategies, create innovative customer experiences and continually amend tactics to provide better customer experiences.
• Analyze 360 customer profile, build up customer journey maps, translate customer insight into future endeavors and collaborate with business stakeholders to ensure integrated omni-channel customer experiences.
• Responsible for experience design through service design methodologies (including customer journey design, touchpoints and interaction platform setting, service blueprinting) for Pfizer digital Initiatives. Assess global/local and cross-brand CX best practices (by journeys and customer cohorts - Patient, HCP, Colleague).
• Lead the team in designing a range of products and services that could include responsive digital apps, APIs and data solutions to drive digital transformation projects and optimize customer experience, build up deep understanding of customer requirement to nail down product positioning, product feature prioritization and roadmap definition for multiple delivery phases; implement product prototypes to validate innovation values, including defining product KPIs and evaluation metrics, design user interface, user experience and collaborate with develop team to deploy.
• Collaborate with other team for the testing and launch of HCP engagement, patient services (e.g., WeChat ecosystem patient service management and Digital Therapeutics tools) and other customer experiences tools (e.g., AI diagnostic tools, Decentralized Clinical Trial platforms) and present product prototype and demos; responsible for experience and product optimization after product launch, closely track and analyze customer and business owner's feedbacks on product experiences to enable customer experience optimization and drive growth
• Responsible for product-related materials composition (e.g., PRD files, product handbooks); provide internal product training on a regular basis.
• Communicate and collaborate with customer innovation, enterprise architect, data team, solution and compliance & security team to make detailed and applicable product implementation and solution plans

• Bachelor degree or above in product design or other related disciplines
• 7-10 year experience in customer experience management or product management, solid knowledge and rich experiences of product market research, user story design, agile product development, UX and UI design, product testing, product launch and documenting product-related materials (e.g., PRD files, product handbooks)
• Prior work experience of customer experience, service design, and journey management in multiple touchpoints and product design in pharmaceutical/healthcare industry
• Solid knowledge of market trends and stay 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 (e.g., Figma)
• Fluent in English and excellent in cross-functional communications, 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