Customer Experience Communication & Training Manager

Summary:

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 be also 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 organization. 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 LT
• Develop and own the CX&E communications plan, ensuring awareness across CX&E colleagues
• Manage 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 Centricity
• Create engaging content for CX&E stakeholders to build Pfizer CX&E brand recognition
• Lead execution and co-ordination of the CX&E internal and external communications plan
• Manage key communications channels (including website, Teams channel, mailboxes, partner organization channels etc.) to effectively disseminate CX&E communications
• Manage the development of templates for frequently used communications (e.g. newsletter, publications, presentations, etc.)
• Identify and lead continuous improvement opportunities related to communications operations
• Manage 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 LT
• Responsible for the assessment, design, development, implementation and evaluation of training assets and tools
• Breas 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 needs
• Work with CX&E colleagues to provide training support for their initiatives
• Project manage training development initiatives, training content review, approval and updates processes with key CX&E colleagues and stakeholders
• Act 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 mindset
• Skills-based trainings for CX&E colleagues that build their knowledge and help them to support the business more effectively
• Set 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 requirements
• Develop 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 edge
• Collaborate with global stakeholders across the Pfizer community who are involved in Training initiatives
• Identify and drive continuous improvement of CX&E training roll-out processes and tools to increase effectiveness of delivery and improve user experience, including automation opportunities
• Monitor training performance metrics and share findings with Operational Excellence Team

Qualifications:

• Bachelor's degree in Communications, Human Resources or Business Management
• A minimum of 3-5 years of relevant experience required
• Experience in Communications and/or Training related roles, preferably in the pharmaceutical or healthcare industry
• Experience with digital project flow, training platforms (e.g., Udacity, LMS, etc), and Microsoft Office
• Training management experience including instructional design, blended and distance learning, knowledge of basic learning technologies
• Experience in evaluating training programs and materials to ensure end-user needs are met, designing training, training delivery platforms
• Experience in communication ops, practices and techniques, content development, channels management
• Experience in managing vendors
• Superior communication, critical thinking, and presentation skills
• Executive presence and proven ability to effectively get buy-in at all levels across cross-functional teams
• Proven experience in managing multiple priorities and keeping projects on track to meet deadlines
• Strong organizational skills and a proven ability to prioritize and work independently to complete quality work on a timely basis
• Proven experience in the pharmaceutical or healthcare industry preferred
• Familiarity with design thinking and synthesizing outputs preferred
• Process-oriented and skilled at implementing and building operational processes from scratch to enable speed, scale, and impact preferred

Rate/Location:

• $74 - $79 per hour
• This is a fully remote role, however, candidates must be willing to support EST

Please 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.