Customer Experience, Innovation & Transformation Lead (BB-5CAE0)

Encontrado en: Neuvoo CR



The Customer Experience, Innovation & Transformation Lead role will be based in Costa Rica and will be responsible for developing & leading the execution of strategic and innovative agenda for PBG Central America & Caribbean markets. This position will partner closely with the ELT to unlock our AGILE teams through the continued development of our innovative culture & mindset. This role will report to the CAC Country Manager (CM) and will be working collaboratively with CAC leadership team (LT)

Specifically, you will connect our internal strategic “North Star” and 1,3, 5-year category priorities that CAC LT developed in 2020 to the external eco-system (i.e. the Costa Rica Life-centered hub) to bring it to life. Identifying and connecting the external partners that have the knowledge in data analytics, telehealth, logistics, devices, home care, etc. to unlock the required transformation to unlock our mid-long term goals.

You will be responsible for owning the implementation of the Pfizer CAC vision across our Cluster by connecting local cross-functional and above market teams to achieve the category 1,3, 5 objectives. Enabling our enterprise-wide strategy and culture with cross-functional teams through clear expectations, role clarity and outcomes-based metrics. Data Analytics, Digital enablement, ad-hoc analyses, continuous process improvement, processes simplification will be essential elements of success to this role. You will need strong analytical, project management (framework-based), leadership and influencing skills to attain planned outcomes/goals.

Why Patients Need You

Together with the leadership team, you will be a key contributor to create a culture of innovation, with a focus on uncovering new and unique insights, providing new solutions and improving current processes ensuring a best in class experience for patients and for key stakeholders around them (like HCPs and commercial accounts)

What You Will Achieve

You will build and drive the momentum for the implementation of the Transformational Growth Plan aligned with the 1, 3 & 5 plans, and be a leader in creating a culture of innovation to support this transformation.

You will assess and identify new ways to identify opportunities to generate value to a wide range of stakeholders, including HCPs, patients and commercial customers, using traditional and not traditional channels and approaches.

You will also be the driver to create an agile culture, that makes decisions based on data, and one that promotes innovation and thrives on opening on broader access to patients.


  • Create and Implement new way of work for the organization close to an Agile methodology to stablish an evolution of the organization’s culture
  • Be the Innovation Expert, driving an uplift in the brand team strategy and brand planning processes.
  • Be an external ambassador with chambers, startups and organizations that will align with Pfizer innovation agenda
  • Develop transformative approaches to brand management and launch readiness providing a strong foundation for future brand success.
  • Assess and support Country Manager on local organization strategic use of resources
  • Co-Leads and partners with LT members and actively participate on cross-functional teams in order to implement PBG strategic 1, 3, 5 initiatives.
  • Utilizes a standardized, end-to-end project management approach (including governance methodologies and toolsets) to ensure consistency and quality
  • Develops and manages project work plans (including resource requirements, key milestones, and project dependencies)
  • Manages initiatives financials to ensure projects are consistently delivered on budget and on time
  • Identifies potential risks early and escalates through appropriate channel
  • Prepares written reports / presentations of findings and recommendations to senior leaders; aligns stakeholders around vision and recommendations
  • Tracks progress against critical metrics and reports on variances, risks, and trends
  • Prepares and submits standard reports on a consistent basis (e.g., monthly, quarterly)
  • Identify opportunities for continuous process improvement and propose innovative solutions
  • Maintain complete and accurate standard operating procedures and SOX related internal control documentation
  • Develop a culture focused on the customer and patient experience
  • Redesign our value proposition based on the customer behavior and preferences, and focus on profitability
  • Work cross functionally with teams to gather data-based deeper insights (brand and customer) that will help drive better patient outcomes and competitive advantage.
  • Lead the Digital Experience team in PBG, and grow the digital capabilities through the organization (3 or 4 direct reports)
  • Key Position Attributes:

    Ability to partner with CAC leaders to connect and align 1,3, 5 key initiatives to Life sciences hub and execute digital plans and priorities

  • Demonstrates outstanding project management skills, including project scoping and planning; resource and budget management; providing structure in ambiguous situations; risk identification and mitigation
  • Strong business acumen and professionalism with the ability to interact effectively with colleagues in all functional areas of the Company
  • Solid experience of leading change and demonstrates change agility
  • Strong written and verbal communication skills enabling effective communication with all levels of management
  • Ability to lead and motivate others without express authority
  • Strong analytical thinking and problem-solving skills
  • Must be able to work independently, capable of handling multiple projects and deadlines simultaneously
  • High level of self-motivation, energy and flexibility
  • Highly customer and service minded
  • Proven ability to drive continuous improvement. Maintain complete and accurate standard operating procedures and SOX related internal control documentation
  • Strong interpersonal and organizational skills

  • Bachelor Degree or equivalent is required
  • Minimum of 10 years of practical working experience
  • Management of multiple client stakeholders
  • Previous demonstrable experience leading a significant transformational initiative
  • Direct and indirect people leadership experience in a matrix environment is essential
  • Customer focused, builds motivated, high-performing teams
  • Track record of successfully leading cultural transformations

  • Good organizational skills to coordinate and manage multiple priorities
  • Proficient written and verbal skills to enable effective communication with all levels of management
  • Ability to operate independently and remain focused through change or uncertainty.
  • Prior experience leading digital initiatives or managing digital professionals either directly or indirectly is strongly preferred
  • Marketing background an advantage
  • Pharmaceutical industry experience preferred
  • Proficiency in PC skills (MS Excel, Word, PowerPoint) required
  • Fluency in English and Spanish Required
  • Worker Type:


    Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

    Mkt & Sales/Commercial Bus

    calendar_todayhace 1 día


    info Full time

    location_on Escazu, Costa Rica

    work Pfizer

    Autorizo expresamente a Términos y condiciones

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