Enterprise XM Sr. Manager - Mexico City, México - Pfizer

Descripción

Role Summary

As part of the CX&E organization, within the Enterprise Experience Management Team, the eXM Senior Managerwill play a crucial support role in collaborating with and aligning various groups, functions, and platforms to systematically manage and improve the experiences of their customers, employees, partners, and other stakeholders, gathering feedback, analyzing data, and contribute to enhance the overall experience at every touchpoint throughout the customer journey.

TheeXM Senior Manager will collaborate closely with teams responsible for Strategy, Research, Analytics, Digital, Operations, and other functions and platforms.

Role Responsibilities

• Contribute to the development and implementation of a consistent eXM metrics framework across prioritized functions.

• Collaborate with cross-functional teams, to align eXM Enterprise Capabilities and support the design and delivery of impactful experiences.

• Assess global/local and cross-brand CX best practices and distribute them to relevant teams.

• Partner with CX Global Experience Leads to optimize and customize journeys based on enterprise blueprints.

• Contribute to the development and tracking of KPIs for key CX initiatives in collaboration with the CX Measurement team.

• Support the execution of CX initiatives across the business by collaborating with project teams and providing necessary support.

• Provide support managing projects effectively and efficiently within budget and timeframes.

Basic Qualifications

• Bachelor's degree in design, Communications, Business Management, or a relevant discipline.

• 5+ years of relevant experience

• 2+ years of experience in the pharmaceutical or healthcare industry.

• 1+ years in Customer Experience or Omnichannel strategy, preferably in the pharmaceutical or healthcare industry.

• Communication, critical thinkingand presentation skills.

• Experience leading and moderating workshops.

• Proven ability to collaborate and align with cross-functional teams at all levels.

• Strong project management skills with the ability to manage multiple priorities and meet deadlines.

Preferred Qualifications

• MBA preferred.

• Familiarity with design thinking and synthesizing outputs.

• Data-driven decision-maker with solid analytical skills to deliver CX insights.

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.

Work Location Assignment: On Premise. Must be able to work from assigned Pfizer office 2-3 days per week, or as needed by the business

EEO (Equal Employment Opportunity) & 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, or disability.