Position Title:  Head Innovation & Performance Management

Be a part of a revolutionary change 

At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. 

With huge change comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. 

For our Consumer Experience team, based in Lausanne, Switzerland we are looking for a Head Innovation and Performance Management, who will be responsible for fostering a culture of innovation, identifying and implementing breakthrough ideas, and driving performance excellence across the organization. Leading with a strong strategic mindset, analytical skills and ability to translate insights into actionable improvements, this role will lead the adoption of Artificial Intelligence across the Smoke Free Products organization and acts as the catalyzer of (CX) innovation and performance. 

Key Responsibilities 

CX Innovation Community  

• Work closely with our external and internal partners to identify new and emerging trends, route to market innovations, and CX trends for potential developments.  

• Follow business performance across our commercial engine and consumer journey cross categories to identify consumer pain points and business opportunities.

• Nurture a community cross functions, markets and IT to generate and validate new ideas.  

CX Innovation Strategy  

• In alignment with the stakeholders, develop and execute a comprehensive CX Innovation and Artificial Intelligence Strategy with long range plan and roadmap addressing consumers friction points or business opportunities to maximize both Commercial engine effectiveness/efficiencies and consumers' satisfaction.  

• Partner with subject matter experts companywide in building this strategy, business case for innovation initiatives and secure commitment towards it. 

Innovation Portfolio/Project Management  

• Help create and manage a robust pipeline of CX Innovation and AI initiatives, ensuring continuous improvement and market differentiation.  

• Ensure OCX portfolio of Innovations is delivered from concept to execution with a healthy pipeline. 

• Ensure the proper prioritization of Innovative initiatives.

Youth Access Prevention 

This position also leads the partnership with PMI Global Sustainability Team to ensure the right measures and tools are established for prevention against youth access and responsible marketing. The incumbent will lead the youth access prevention strategy including testing and deploying new technology and AI solutions for this purpose.  

OCX Performance Management  

• Provide strategy and planning support for CX by acting as the control tower to track, report, analyze, and share CX performance.  

• Provide the framework for CX maturity gap assessment in markets, conduct impact assessment of CX initiatives, and give strategic direction on growth opportunities and prioritization of initiatives. 

Internal and External Stakeholder Management  

• Ensure our CX Innovation vision and agenda is well communicated and understood.  

• Work closely with PMI AI Steering Committee to build modular solutions with company-wide benefits.

• Foster engagement with thought leaders in the space of Innovation and create formal occasions for these interactions. 

• Work with stakeholders globally to make test ideas for actionability, feasibility and scalability.

• Capability Building.

• Work closely with Capability Building Team to upskill the workforce on use of new technologies like AI and Gen AI, design and deliver training modules. 

Governance of Innovation  

• Lead forums/communities, connection with Channels and the broader SFP ecosystem. 

• Innovation Scorecard - define the KPIs of success such as impact on target business performance, market adoption rate, resources saved, reduction in time to market.

We’re looking for someone with: 

• Master's in Marketing, Innovation or Strategy

• Min 10-15 years' experience in CX, Innovation Managementt, or Digital Transformation

• Track record of leading innovation projects to success 

• Knowledge and /or channels operations (offline or online) is a strong plus 

• Strong understanding of digital platforms, AI, data, analytics, and emerging technologies

• Excellent leadership communication and stakeholder management 

• Ability to think strategically, deal with ambiguity and act pragmatically. Ability to build from a white sheet of paper

• Proficiency in project management methodologies and agile practices 

• Business acumen, appetence for analytics, CJ management and technologies 

• Strategic and financial skills needed 

What we offer: 

Our success depends on the talented people who come to work every single day with a sense of purpose and an appetite for progress. 

You will join a company that invests in you. We will support your growth as an employee through individual development and structured career management. You will join a dynamic, fast-paced work environment in a constantly evolving industry. Our employees have the courage, curiosity, and conviction to see possibilities where others only see challenges. We offer a competitive salary and benefits package. 

Join PMI and you too can: 

• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment, and explore. 

• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. 

• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. 

• Take pride in delivering our promise to society: to deliver a smoke-free future. 

For more information, please visit www.pmi.com and www.pmiscience.com. 

Things to know before you apply:    

Relocation support is available for this job    

If you have been in your current job for less than 12 months or if you are on a Performance Improvement Program, you must get the approval of your current manager before applying for the job.      

If you are not a PMI employee and employed by an agency, please make a formal application via the external career site at www.pmi.com/careers    

To find out more about eligibility to apply for internal jobs, please refer to the Open Sourcing Employee Guidebook on the Internal Careers Portal.