• Job Description

  Req#: 4881199

  ROLE SUMMARY

  The Customer Experience (CX) Research & Insights Manager will become a team member of the CX Behavioral Intelligence team (CXBI) within the Customer Experience & Engagement (CX&E) organization and will report directly to the Sr. Director of Behavioral Intelligence.

  The CXBI Team develops the strategic components of the CX design process to uncover unmet needs and CX trends to create effective, engaging experiences that deliver tangible value for customers within the rapidly evolving and highly competitive digital landscape. The team is responsible for the research planning, insights generation, persona creation and for the development of parameters to measure performance and customer perception for key CX initiatives and recommend enhancements for ongoing experience optimization.

  The CX Manager will work in close collaboration with members of the CX&E organization including Experience Strategy, Human Centered Design, Omni-channel and CX Measurement & Management to conduct research in the development of high-value experiences for our customers and ensure deep understanding of customer needs. The incumbent will direct the use of primary and secondary research, both quantitative and qualitative, to ensure that our practice employs the right insights tools for every business challenge. She/he will also manage the synthesis of research findings and the persuasive communication of research-driven recommendations to ignite action and represent the voice of the customer in internal discussions. Further, the ideal candidate will quantify and track the impact of CX initiatives across BUs using technology as well as traditional methods of measurement and analyses.

  ROLE RESPONSIBILITIES

  • Perform global qualitative and quantitative market research studies in which findings will be used as a central resource across Pfizer CX programs, and to support specific CX-led projects
  • Set objectives for customer research and manage the work of multiple activities with moderate complexity
  • Contribute to translate business issues into research design and lead screener and discussion guide development, recruitment monitoring, quality assurance, research collection, and reporting
  • Contribute to translate research findings into actionable insights and leverage insights together with other sources, to inform personas, journey, need states, innovation concepts
  • Deliver research insights across phases of operating model within Agile framework
  • Contribute to the development and tracking of KPIs for key CX initiatives in collaboration with the CX Measurement team
  • Stay up to date on emerging research methods and providers which to drive improvements in the insight generation process
  • Leverage project and program management skills to execute on CX initiatives across the business
  • Support customer immersion workshops with cross-functional colleagues to ensure proximity to the customer
  • Effectively and efficiently manage projects within budget and timeframes
  • Manage vendor relationships for research & insights projects
  • Drive full customer engagement program compliance, regulatory approval process and onboard new vendors to Pfizer policies and procedures

  BASIC QUALIFICATIONS

  • Bachelor’s degree, preferred in business administration, marketing, business analytics or psychology with 5+ years of experience in healthcare, consumer goods, retail and/or pharmaceutical industry; OR Master’s degree with three years of relevant experience; OR Associate's degree with eight years of relevant experience; OR Ph.D. with 0+ years of experience; OR 10 years of relevant experience with a high school diploma or equivalent.
  • Experience in the field of customer research and insights, personas, customer journey maps, and measurement
  • Strong knowledge of customer research methods
  • Demonstrated business acumen to synthesize multiple sources of data and simplify research and insights into compelling recommendations that influence business strategy
  • Demonstrated ability to manage /lead complex projects within budget and timeframes and cross-functional/matrix teams
  • Commitment to excellence - both in the results achieved and in how they are achieved - and possess a strong passion for customer experience research and its sustained evolution
  • Must be able to communicate effectively with internal business and digital/technical teams, vendors and team leaders. Comfortable with ambiguity

  NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

  • Limited Domestic and International travel
  • Working and accommodating different time zones would be expected

  
  Work Location Assignment: Flexible

  Last Date to Apply for Job: 6/22/2023

  Relocation assistance may be available based on business needs and/or eligibility.

  Sunshine Act

  Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

  EEO & Employment Eligibility

  Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.

  Marketing and Market Research

• About the company

  At Pfizer we know that great things happen anywhere people come together with one shared goal. And the greatest rewards are sometimes where you least expect them. The future of medicine is happening at Pfizer.

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