EMCO IAT Customer Experience Strategist, London

This is a Pfizer-dedicated role within Digitas Health London; the successful candidate will join the Digitas Health agency community, the Publicis Health network of health-dedicated talent, and the CoLab, a cross-network collective of talent focused on supporting Pfizer’s marketing transformation.

Pfizer is pioneering the marketing model of the future, and Publicis Groupe recognizes that our success is intertwined with the success of Pfizer's transformation and the growth of their brands. Publicis Groupe is creating Integrated Agency Teams (IATs) - across brands and geographies - by drawing from the best talent across the Groupe to deliver cutting-edge expertise and diverse skills, acting as one integrated, end-to-end operational model to serve advertising, marketing production, digital experience, media/omnichannel engagement, data Intelligence, analytics, web, and social commerce - all supported by the scientific rigor pharma needs to deliver personalization at scale In a compliant manner.

Digitas Health London is the People-Powered Health agency: we exist to improve the experience of healthcare through connected engagement. We do this by relentlessly championing the needs of real people, designing for the behaviours we want to change and helping healthcare evolve to meet the needs of the future.

We are a generous, idealistic, straight-talking collection of creatives, strategists, analysts, social media experts, PMs, and client service leads. We work together to help people-centric health brands deliver new business value through new customer experiences. Whether delivering creative campaigns, connected content programmes, mobile apps, digital services, or social communities, we use digital and emerging technologies to help healthcare brands build loyalty, break habits, connect care ecosystems, and disrupt traditional markets.

As part of Publicis Health, our small-but-mighty team works to bring applied innovation to a range of global, EMEA and UK clients, working in collaboration with other DH offices in Philadelphia, New York, San Francisco and other sister agencies in London, Windsor and around the world. Learn more about DH at www.digitashealth.com.

As part of Pfizer's Marketing Transformation initiative, Publicis has created a bespoke global operation within the Publicis Groupe network with the single-minded mission to accelerate Pfizer's goal of revolutionizing how Pharma connects and engages with Healthcare Professionals, patients, caregivers, payers and consumers - with an ambition of being viewed as a global marketing leader, not just in pharma.

Publicis Groupe is creating Integrated Agency Teams (IATs) - across brands and geographies - by drawing from the best talent across the Groupe to deliver cutting-edge expertise and diverse skills, acting as one integrated, end-to-end operational model to serve advertising, marketing production, digital experience, media/omnichannel engagement, data Intelligence, analytics, web, and social commerce - all supported by the scientific rigor pharma needs to deliver personalization at scale In a compliant manner.

Pfizer Is pioneering the marketing model of the future, and Publicis Groupe recognizes that our success Is Intertwined with the success of Pfizer's transformation and the growth of their brands.

Opportunity

The IAT Customer Experience Strategist for the EMCO organization is a strategic contributor, who marries customer experience planning with storytelling. This individual is an insatiably curious knowledge gatherer who will lead and drive the strategy, development, execution, and stewardship of how best to engage customers across their respective journeys. This individual will create empathy and facilitate insights-led decision-making across client relationships and internal teams.

Key Responsibilities

• Be an advocate and driver of a customer's overall experience, identifying gaps and opportunities across channels.
• Provide analysis and artifacts to help devise world-class insights that contribute to thoughtful and potentially disruptive strategies; constantly separating signals from noise in a large quantity of information and rapidly distill it for key stakeholders and creators.
• Provide strategic inputs throughout the creation of the ideal customer experience - from vision and conception to launch and optimization.
• Serve as a subject matter expert in all things experience strategy, leading both Clients and peers alike to think about opportunities that solve business challenges, while meeting brand and customer needs.
• Synthesize qualitative and quantitative data from all available sources to provide strategic implications and creative inspiration.
• Translate strategic insights to inform the creative and media briefing process to inspire ideation and drive action.
• Assume ultimate responsibility for products and concepts, from strategy through implementation and optimization.
• Continuously identify innovative solutions, breakthrough Ideas and approaches, and engaging experiences for Pfizer's customers.
• Take on a proactive, thought-leadership role, surfacing new ideas, capabilities, and customer needs.

Ideal Candidate

The ideal candidate is a utility player, bringing existing knowledge to strategy development and learning new Ideas, approaches, etc. as quickly as opportunities arise. This person has the ability to work across multi-disciplined teams looking for innovative solutions and engaging experiences. The ideal candidate can synthesize and translate abstract and complex concepts and content into simple, innovative solutions that frame clear opportunities to build strong omnichannel customer experiences.  This person does not just develop experiences for single channels, but rather looks at all the customer journey touchpoints and defines the optimal experiences. This individual is a seasoned professional who has strong knowledge of customer experience strategy development, a track record of delivering complex strategy assignments, and thrives at the intersection of media, data, technology, and creativity.

The ideal candidate is entrepreneurial in the face of ambiguity and embraces change as an opportunity rather than an obstacle. This individual takes on a proactive, thought-leadership role, surfacing new ideas and capabilities to address the ever-evolving needs of the customers.

• Proven Pharma experience at both the consumer and HCP level
• Proven related strategy and/or planning experience, covering digital, CX, and CRM
• Knowledge of the mechanics for customer experience, customer research, and experience design
• Experience analyzing research and analytics and drawing out customer insights.
• Ability to articulate and educate internal teams and Clients on CX/CRM strategy, trends, and challenges.
• Sharp strategic thinking and effective problem-solving skills
• Ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations.
• Experience working on multiple workstreams with a familiarity and comfort working within an agile environment.
• Ability to work on multiple levels, excelling at high-level experience strategy work and the tactical details of strategic implementation.
• Vocal and assertive, while working collaboratively with external agency partners.

About Publicis Health:

At Publicis Health, we are united around one purpose: to create a world where people are equipped and motivated to take control of their health. We transform healthcare marketing and communications into healthcare engagement. We believe healthcare marketing is healthcare, fostering healthy conversations, healthy behaviours and healthy people. With 40 offices and 12 brands across the globe, Publicis Health’s worldwide staff is composed of more than 3,000 healthcare professionals who are experts in advertising and branding, data and analytics, strategic planning, service design, digital media and technology, science, and medicine. Publicis Health companies include: BBK Worldwide, Digitas Health, Heartbeat, insync, Langland, Payer Sciences, PlowShare Group, Publicis Health France, Publicis Health Media, Razorfish Health, Saatchi & Saatchi Wellness, and Verilogue. For more information, visit us at www.publicishealth.com.

We are supportive of all candidates and are committed to providing a fair assessment process. If you have any circumstances (such as neurodiversity, physical or mental impairments or a medical condition) that may affect your assessment, please inform your Talent Acquisition Partner. We will discuss possible adjustments to ensure fairness. Rest assured, disclosing this information will not impact your treatment in our process.