SM/AD-Patient Service Platform Excellence

Key Responsibilities：

1. Platform Development

• Platform Construction and Optimization
• Responsible for building and continuously optimizing patient service-related platforms, including: patient mini-program and official account, PSR workstation, patient CRM, data platform, reporting platform, and integration with other systems.
• Patient-Side Operations (Self-Service)
• Manage mini-program operation vendors to ensure service quality and compliance.
• Oversee mini-program content publishing, feature maintenance, and push notifications to enhance user experience.
• Configure official account menu, manage push notifications and monitor messages to ensure interaction and information delivery.
• Conduct regular mini-program operation analysis, propose optimization plans, and improve patient self-service efficiency.
• 平台建设及优化
• 负责患者服务相关平台的建设与持续优化，包括：患者小程序及公众号、PSR 工作台、患者 CRM、数据平台、报告平台及其他系统对接。
• 患者端运营（自助服务）
• 管理小程序运营供应商，确保服务质量与合规性。
• 负责小程序内容上架、功能维护、推送管理，提升用户体验。
• 公众号菜单栏配置、推送管理及留言监控，保障互动与信息传递。
• 定期进行小程序运营分析，提出优化方案，提升患者自助服务效率。
• 平台建设及优化
• 负责患者服务相关平台的建设与持续优化，包括：患者小程序及公众号、PSR 作台、患者 CRM、数据平台、报告平台及其他系统对接。
• 患者端运营（自助服务）

2. Solution Excellence

· Strategy Development

• Formulate platform operation strategies and deliver quarterly industry competitive intelligence to support business decisions.
• Establish a platform operation review mechanism and drive the implementation of agile optimization strategies.

· Change Management

• Promote internal understanding and adoption of the patient platform; develop and standardize Patient Service Playbook and SOP to ensure consistency and efficient execution.

· Patient Insights

• Build a model for generating and applying patient insights to enable precise services and business innovation.

· AI Exploration

• Explore AI application scenarios to empower patient services and business decision-making, driving intelligent transformation.
• 策略制定
• 制定平台运营策略，季度产出行业竞争情报，支持业务决策。
• 建立平台运营复盘机制，推动敏捷优化策略落地。
• 变革管理
• 推动内部对患者平台的理解与应用，制定并标准化患者服务 Playbook 和 SOP，确保一致性与高效执行。
• 患者洞察
• 建立患者洞察生成及应用模式，支持精准服务与业务创新。
• AI 探索
• 探索 AI 应用场景，赋能患者服务及业务决策，推动智能化转型。

REQUIREMENTS

• Bachelor’s degree or above; majors in healthcare, information technology, or related fields preferred.
• Minimum 10 years of relevant experience in the pharmaceutical or healthcare sector, with at least 5 years in platform operations or digital project management.
• Familiar with mini-programs, official account operations, and Patient CRM systems; strong data analysis skills.
• Strategic thinker with excellent cross-functional collaboration skills; capable of driving change and innovation.
• Strong interest in AI technology and its application in patient services, with proven ability to explore and implement solutions.
• Excellent communication, writing, and reporting skills in both Chinese and English.

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.