Patient Experience Lead 患者体验负责人

JOB SUMMARY

Patient Experience Lead is a key strategic leadership role within the Digital Commerce department, reporting directly to the Digital Commerce Head. This position focuses on Pfizer's Metabolism/Weight Management portfolio, responsible for defining and executing an omnichannel "Patient-Centric" experience strategy. You will lead the team to manage core digital assets (e.g., "One Stop" patient service platform) and expand the external "Weight Management Alliance" ecosystem. Your primary goal is to enhance patient adherence, loyalty, and business value to address unmet needs across the patient journey.

患者体验负责人是数字商务部门的关键战略领导角色，直接向数字商务负责人汇报。该职位专注于辉瑞代谢/减重治疗领域，负责制定并执行“以患者为中心”的全渠道体验策略。您将领导团队管理核心数字资产（如“One Stop”一站式患者服务平台），并拓展外部“体重管理联盟”生态合作。核心目标是通过深度洞察患者旅程提升患者依从性、忠诚度及商业价值。

KEY RESPONSIBILITIES

- Strategy & Insights: Set the patient experience vision, strategic principles, and roadmap for the Metabolism/Weight Management portfolio across key channels and touchpoints. Translate brand ambition and commercial strategy into a prioritized experience agenda with clear business cases, measurable outcomes, and investment rationale. Build an insight-to-action engine by integrating patient/HCP research, behavioral insights, competitive intelligence, and real-world data to identify critical decision moments, unmet needs, and growth opportunities along the end-to-end journey.

战略规划与洞察：制定并牵引减重领域端到端患者体验愿景、战略原则与全渠道路线图，覆盖关键触点与核心场景，确保与品牌及商业战略同频。将业务目标转化为清晰的体验优先级与可量化结果，形成有商业论证的体验投资组合与资源配置建议。构建“洞察-行动”闭环，整合患者/HCP研究、行为洞察、竞品情报与真实世界数据，识别关键决策时刻未满足需求，持续挖掘增长机会。

- Patient Enablement & Program Management: Own the patient services platform strategy, governance, and lifecycle for the “One Stop Solution,” including product vision, operating model, capability build, and long-term scalability. Partner with Medical, Compliance, Legal, Data Privacy and parters to ensure secure, compliant data handling, content review, and risk controls across all patient-facing activities. Architect and optimize a portfolio of patient program with clear segmentation, channel mix, and experience standards.

- 患者赋能与项目管理：全面负责“One Stop Solution”患者服务平台的战略规划、产品愿景与全生命周期运营（运营模式、能力建设、迭代节奏与规模化路径），并建立清晰的治理体系与关键决策机制。与医学、合规/法务、DPO、合作伙伴等紧密协作，确保患者数据处理、内容审核与风险控制符合要求。搭建并持续优化患者项目组合，通过人群分层、渠道策略与体验标准提升服务一致性。

- Ecosystem Partnership & Alliance Management: Define the external ecosystem strategy and lead the build-out, governance, and growth of the “Weight Management Alliance,” positioning Pfizer as a trusted orchestrator of “Medicine + Service” solutions. Identify, evaluate, negotiate, and secure partnerships across the care continuum to close key journey gaps and scale real-world benefit scenarios. Establish alliance governance, manage partner performance and renewal, and continually optimize the partner portfolio to unlock new channels, improve affordability/access, and accelerate patient and business outcomes.

生态合作与联盟管理：制定外部生态战略并主导“体重管理联盟”的搭建、治理与增长，推动辉瑞在“药物+服务”解决方案中的生态引领者角色。围绕诊疗全链路识别、评估、谈判并引入关键合作伙伴，补齐患者旅程关键缺口并规模化真实世界获益场景。建立联盟治理，推进合作方绩效管理与续约优化，动态调整合作组合，打开新渠道、改善可及性/可负担性并加速患者与业务结果达成。

- Team Leadership & Cross-functional Collaboration: Build, lead, and inspire a high-performing team with a clear capability strategy, talent development plan, and accountability mechanisms. Act as the patient experience voice within Digital Commerce, shaping stakeholder alignment and influencing decisions across internal and external teams. Create a disciplined operating rhythm for prioritization, resourcing, and delivery; proactively manage risks, dependencies, and change impacts; and ensure all initiatives meet governance and compliance standards.

团队领导与跨部门协作：搭建并领导高绩效团队，明确能力版图与人员配置策略，并通过人才培养与目标责任机制，持续提升组织战斗力。作为团队内患者体验的核心发声者与决策影响者，引领内外部团队对齐共同优先级与关键取舍。建立规范的运营节奏与项目治理，主动管理风险与依赖、推动变更管理，确保各项举措满足治理与合规标准。

SKILLS REQUIREMENTS

- Over 10 years of experience in Marketing, Digital Marketing, or Patient Experience. Deep knowledge in Obesity, Metabolic diseases, or Chronic Disease Management is preferred.

10年以上市场营销、数字营销或患者管理经验。具备肥胖症、代谢疾病或慢病管理领域的深厚知识者优先。

- Proven track record in building and operating large-scale patient support platforms or membership systems.

有成功搭建和运营大型患者支持平台或会员体系的经验。

- Excellent cross-functional leadership, business acumen, and data-driven decision-making skill.

出色的跨部门领导力、商业敏锐度及数据驱动决策能力。

- Fluent in both spoken and written English.

流利的英语口语和书面表达能力。

INTEGRITY Manage all activities in strict accordance with company policies, industry guidelines, and relevant laws. Uphold the highest standards of integrity, truthfulness, and transparency, with a clean record free of legal or regulatory violations. FOR INTERNAL APPLICANTS Internal applicants must comply with the standard compliance investigation process, not be subject to any performance improvement plans or compliance violations and meet other stipulated requirements.

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

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