Pfizer

Compensation

Full Description

Customer Experience Communication & Training ManagerSummary:We are seeking a highly skilled and experienced professional to operationalize and execute Communication and Training efforts for Pfizer CX&E team. The colleague in this role will drive stakeholder engagement and awareness on CX&E team capabilities and Customer Centricity mindset via a communications strategy, partnering with the CX&E team to develop content and execute communication to internal and external stakeholders. They will also be accountable for driving the development of a training curriculum and portfolio of training assets that will ensure that CX&E team and its business clients have the knowledge and skills necessary for driving Customer Centricity mindset in the organization. The colleague will be responsible for continuous improvement of training delivery mechanisms to drive towards an improved and consistent user experience while ensuring operational excellence. The Customer Experience Communication & Training Manager will collaborate with the CX&E team, Digital organization stakeholders, and related agencies to design and deliver impactful communication and upskilling.Responsibilities:Co-create CX&E communications strategy in collaboration with Operational Excellence team and CX&E LTDevelop and own the CX&E communications plan, ensuring awareness across CX&E colleaguesManage collection and development of impactful communications content that clearly outlines CX value (including key metrics) and easy to apply tools and knowledge that enables Customer CentricityCreate engaging content for CX&E stakeholders to build Pfizer CX&E brand recognitionLead execution and coordination of the CX&E internal and external communications planManage key communications channels (including website, Teams channel, mailboxes, partner organization channels, etc.) to effectively disseminate CX&E communicationsManage the development of templates for frequently used communications (e.g., newsletter, publications, presentations, etc.)Identify and lead continuous improvement opportunities related to communications operationsManage CX training implementation plan (e.g., training schedule, deployment process), contributing to the overall CX training strategy in consultation with Operational Excellence team and CX LTResponsible for the assessment, design, development, implementation, and evaluation of training assets and toolsBreak down complex compliance and technical subjects into easily understood and content-rich learning experiences that are business-relevant and that deliver a consistent user experience in line with needsWork with CX&E colleagues to provide training support for their initiativesProject manage training development initiatives, training content review, approval, and updates processes with key CX&E colleagues and stakeholdersAct as a SME for training content development, contributing subject matter expertise to the development of key training materials, and where appropriate, undertake asset development directly with focus on:Insights and tools to help business audiences to develop and execute on Customer Centricity mindsetSkills-based trainings for CX&E colleagues that build their knowledge and help them to support the business more effectivelySet up training on relevant platforms, maintain user guides and tools related to training (e.g., training catalogue, training learning hub), assign training based on audience and job role requirementsDevelop and maintain knowledge of best practices in training and development and drive the adoption of new training formats and approaches to ensure that the training curriculum is cutting edgeCollaborate with global stakeholders across the Pfizer community who are involved in Training initiativesIdentify and drive continuous improvement of CX&E training roll-out processes and tools to increase effectiveness of delivery and improve user experience, including automation opportunitiesMonitor training performance metrics and share findings with Operational Excellence TeamQualifications:Bachelor's degree in Communications, Human Resources, or Business ManagementA minimum of 3-5+ years of relevant experience requiredExperience in Communications and/or Training related roles, preferably in the pharmaceutical or healthcare industryExperience with digital project flow, training platforms (e.g., Udacity, LMS, etc.), and Microsoft OfficeTraining management experience including instructional design, blended and distance learning, knowledge of basic learning technologiesExperience in evaluating training programs and materials to ensure end-user needs are met, designing training, training delivery platformsExperience in communication ops, practices and techniques, content development, channels managementSuperior communication, critical thinking, and presentation skillsExecutive presence and proven ability to effectively get buy-in at all levels across cross-functional teamsProven experience in managing multiple priorities and keeping projects on track to meet deadlinesStrong organizational skills and a proven ability to prioritize and work independently to complete quality work on a timely basisProven experience in the pharmaceutical or healthcare industry preferredFamiliarity with design thinking and synthesizing outputs preferredProcess-oriented and skilled at implementing and building operational processes from scratch to enable speed, scale, and impact preferredRate/Location:$69 - $79 per hourThis is a fully remote role, however, candidates must be willing to support ESTPlease note contractors are engaged to provide services to Pfizer on a temporary basis in connection with a specific assignment. Contractors are hired and employed through Atrium, our third-party payrolling partner.This job posting is for a temporary role as an employee of Atrium on assignment at Pfizer. The individual selected for this role will be offered the role as an employee of Atrium; compensation, medical benefits, fringe benefits, and other terms and conditions of employment shall be presented by Atrium upon offer. The pay rate range provided is a reasonable estimate of the anticipated compensation range for this job at the time of posting. The actual pay rate will be based on a number of factors, including skills, competencies, experience, location and/or being pursued, and other job-related factors permitted by law. In addition, this role will be eligible for overtime pay, in accordance with federal and state requirements. #J-18808-Ljbffr