Customer Excellence Lead, UK

Job description

Role Summary The Customer Excellence Lead reports into the Commercial Excellence & Innovation Lead and is part of the UK Commercial Portfolio, Excellence & Innovation (CPE&I) team, working at OnePfizer level to support and enable customer-facing colleagues across the UK organisation. The role leads transformational programmes and new customer-facing capabilities, implementing them in-market at pace and creating in-house solutions where these serve the UK better than externally sourced alternatives. AI fluency sits at the heart of this — applied hands-on to how the organisation targets, measures and communicates with customers — with the ambition of a UK recognised as a pioneering market whose approaches are adopted elsewhere. A defining part of the role is staying ahead of the external environment: who our customers are, how they are changing and their evolving needs, how the wider market is responding, and the information which drives decision making is being sourced, including through AI and digital channels. The role will continually build organisational understanding from range of sources in order to make recommendations which ensure Pfizer is leading the change. UK learning will be pivotal to the success of UK and shared internationally for adoption. Alongside this, the role ensures executional excellence across the customer-facing teams: customer targeting that concentrates effort where value sits, brilliant execution of customer-facing activity, and a clear read on the return that execution delivers, so investment moves to what works. The role works closely with and engages field leaders and builds strong relationships with them on the why and the what, creating the understanding and confidence for new approaches to take hold. Throughout, the role maintains a working understanding of the changing external environment and demonstrates continual agility to evolve how the organisation engages customers in response. Key Responsibilities Customer-Facing Execution & Performance • Deliver customer-facing excellence across the organisation, so field teams are targeted, equipped and measured to engage the right customers at the right frequency. • Own precision targeting, territory design and call planning, so field resource is deployed where it creates the most commercial value. • Own customer-facing performance measurement and execution quality, so improvement is grounded in what customers actually experience. • Produce KPI and performance reporting through AI-generated automation, so reporting arrives without manual assembly and capacity moves to interpretation, decision and change. • Establish AI-enabled measurement of the impact of customer-facing activity, isolating which interactions shift customer behaviour and commercial outcomes. • Support and work with commercial and field leaders to enable insight needed to manage and exceed performance in-year, and the recommendations that follow from it. • Protect continuity of customer engagement through change, so execution quality holds while standards and capabilities evolve. Customer Transformation & Capability • Define what best-in-class customer experience with Pfizer looks like in the UK, and raise engagement quality against that standard across all customer-facing colleagues and channels. • Own the UK view of customer perception — feedback, satisfaction and engagement quality — and convert it into a prioritised improvement agenda with clear outcomes. • Embed AI across customer-facing work and customer communication, so engagement becomes faster, more relevant and materially more cost-efficient. • Bring international customer-facing programmes and enterprise standards into the UK, converting them into one plan with clear owners, milestones and measures. • Grow customer-facing capability with Customer Engagement Training, embedding new tools and ways of working so they are used and sustained rather than simply introduced. • Engage field leaders in the why and the what, building understanding of the benefits and the confidence to adopt new approaches. • Pilot and scale approaches that measurably shift customer behaviour, retiring those that do not. • Simplify customer-facing processes, removing hand-offs, duplication and reporting so colleagues spend more time with customers. • Prioritise across demand that will exceed capacity, concentrating effort where commercial and customer impact is greatest and declining the rest clearly and early. • Ground customer-facing capability investment in evidence of adoption and return, so decisions rest on data rather than advocacy. External Environment • Maintain a working view of the external environment — how the NHS is changing, how competitors are operating and how UK customers now seek intelligence about medicines — and convert it into targeting, channel and engagement choices. • Anticipate shifts in NHS structures and customer expectation, so the customer-facing model adapts ahead of need. • Establish relevant and trackable external milestones and trigger points, with agreed responses when they are reached, so decisions accelerate and inform evidence based approaches based. • Monitor how customers make decisions and source information about medicines, including the growing use of AI and digital self-service. • Demonstrate continual agility as the external environment moves, evolving standards, channels and engagement approaches rather than defending them. • Partner with brand teams, the NHS partnership and account management groups and the transformation team to turn external insight into brand-specific engagement solutions, and share UK learning with the international organisation, so the UK delivers on its ambition to pioneer approaches that other markets adopt. What You’ll Bring • Track record in customer-facing effectiveness or commercial operations at country scale, with evidence of improving execution quality and customer outcomes. • Depth in customer-facing performance systems — measurement, targeting, territory design and incentive design — sufficient to hold accountability for outcomes. • Hands-on AI fluency, with demonstrated use of AI to automate reporting, generate insight and improve the efficiency of customer engagement. • Evidence of delivering change at pace and of engaging colleagues in it — adoption and sustained ways of working, not programme delivery alone. • Ability to prioritise hard and defend those choices, and to synthesise varied data into recommendations senior leaders can act on at pace. • Matrix influence and credibility with field, commercial and international stakeholders. • Externally curious — evidence of using customer, competitor and channel intelligence to change commercial approach. Core Competencies • Demonstrates Business Acumen (Critical) — Connects customer-facing effort and investment to commercial outcomes. • Leads Change (Critical) — Drives the customer transformation agenda while protecting execution quality and colleague confidence. • Acts Decisively (Critical) — Makes well-reasoned calls at speed under ambiguity, including what to stop. • Seizes Accountability (High) — Owns outcomes, not activities, for customer experience and execution quality. • Commits to ‘One Pfizer’ (High) — Aligns UK customer-facing standards with enterprise frameworks and contributes UK learning back. Why This Role A chance to shape how the UK engages its customers — the execution standard, the evidence of impact and the change agenda — with AI carrying the measurement load and the mandate to transform customer engagement into a materially more efficient commercial model. Reports To Commercial Excellence & Innovation Lead, UK Resources Managed • Financial accountability: [programme budget for customer-facing capability — value TBC]. No revenue accountability. • Supervision: No direct reports. Works through matrix and project teams. Key Relationships Reports to Commercial Excellence & Innovation Lead, UK Direct reports None Key peers Channel & Content Excellence Lead · Marketing Excellence & Operations Lead · CFC Delivery Managers Delivery partners Insights & IIS · Digital Technology Leads · Customer Engagement Training · GOSC Business partners Business unit and therapy area commercial leads · field and sales leadership · Medical · Legal & Compliance · People Experience International International Commercial Office · Business Transformation · CMO CFC Excellence CoE External Industry peer networks for external benchmarking Purpose Breakthroughs that change patients' lives ... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives. Digital Transformation Strategy One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience. Flexibility We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation! Equal Employment Opportunity We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees. DisAbility Confident We are proud to be a Disability Confident Employer and we encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments necessary to support your application and future career. Our mission is unleashing the power of our people, especially those with unique superpowers. Your journey with Pfizer starts here! To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers . Mkt & Sales/Commercial Bus