EMEA Customer Service Transformation Lead is responsible for the implementation and operationalisation of GSC customer service model in EMEA as part of GSC Customer Service. The role is working in a close collaboration with the GCS Market Leads supporting them in market level Customer Service Transformation. This role combines collaboration with the other GSC Regions and other functions to establish a design for Customer Service Operations. This design includes areas such as 1) defining clear roles & responsibilities across the customer service E2E process, 2) establishing and aligning Customer Service Transformation Roadmap at Global, Regional and Market level and 3) as part of Customer Service Transformation PCT, help defining and executing future operating model. In close collaboration with the CX Digital Lead, the individual is responsible for establishing processes for both operational & transformational customer service KPIs in EMEA region, and ensuring robust program governance & value realisation and regional execution within the EMEA GSC region. The person will work in a close collaboration with the CX Digital Lead and Global CS process owner as well as with the CX teams in APAC and AMER regions ensuring smooth and aligned program management across all aspects of the transfer: People, Processes and CX Solutions. In addition, She/He will be member EMEA Customer Experience and Capabilities LT and act as a sparring partner for EMEA CX & Capabilities Lead and rest of the LT members. Role Responsibilities: EMEA Operating Model & Customer Service R&R EMEA Transformation & Roadmap Execution Process Standardisation & Horizontal Collaboration Change Management & Capability Building Value Realisation & Continuous Improvement EMEA Operating Model & Customer Service R&R Enable delivering aligned future customer service operating model including organisation enterprise level aligned E2E Customer Service Process and ownership Establish CS KPI framework, SLAs (where applicable), and performance dashboards to track Customer Service operations, Customer Service Transformation, Value realisation and Customer Experience outcomes. Partner with the CX Digital & Process owner align on process design, automation, and performance management. EMEA Transformation & Roadmap Execution Support the EMEA markets to build and maintain a robust country-level transformation roadmap for the EMEA region, detailing milestones, dependencies, and local deployment plans. Establish visual management processes and regular performance reviews to monitor roadmap progress at both regional and country levels. Act as regional customer service process SME, guiding countries to assess their current maturity and define action plans to close gaps. Ensure each market’s transition aligns with the global operating model and transformation objectives. Process Standardisation & Horizontal Collaboration In close partnership with the CX Digital Lead, drive customer service process standardisation and harmonisation across EMEA, ensuring alignment with global process designs and CX Digital Solutions implementation. Partner closely with Global Business Services (GBS) to streamline transactional activities and define clear process ownership boundaries within the O2C process. Ensure one GSC aligned standard approach in EMEA aligned with APAC and AMER regions Change Management & Capability Building Lead change management and communication strategy to ensure smooth workforce transition and adoption. Assess the Customer Service maturity levels across the region and documenting main gaps Build and execute capability and training roadmap for EMEA to support new processes and systems. Value Realisation & Continuous Improvement Define and track value delivery for efficiency, customer service operations, and customer experience improvements. Partner with the Transformation PMO to measure benefit realisation and continuously improve the operating model based on data-driven insights. Use Customer Service data and analytics to identify optimisation opportunities. Qualifications: Basic Qualifications Extensive experience in the fields of Supply Chain, Customer Service and Logistics in the Pharmaceutical industry. Understanding of pharmaceutical supply chain and manufacturing operations and end to end global product flows Strong oral and written communication skills and ability to prepare and present complex business cases to sr. leadership Experience in the understanding of final customer requirements and work in partnership with Finance, Security, Commercial and supply chain teams. Experience leading or participating in S&OP processes with Sales, Marketing, Finance, and other business functions. Demonstrated ability to foster relationships to support proactive outputs toward project success and driving decisions and change in cross-functional teams. Experience managing cross functional teams formed by multi country colleagues. Ability to influence without authority. Understanding of Sales/Commercial/Marketing functional areas Continuous improvement: Leadership of cost, operations and business improvement projects for Logistics & Supply processes Local Logistics market knowledge (LSPs, transport) Solid knowledge of GSC processes, systems and IMEx ecosystem Bachelor’s degree required - preferably in Business Administration, Finance, Logistics Management, Industrial engineer, Manufacturing or Supply Chain Management. Preferred Qualifications Finance and/or Customer Service qualifications Green Belt / Black Belt lean qualifications Solid knowledge of GSC processes and systems Project Management Certification Work Location Assignment: Hybrid 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! Continuous Imprv and Proj Mgmt