ROLE SUMMARY

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

The CX Research & Insights 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 CX Research & Insights team is responsible for the research planning, insights generation, persona creation and for the development of parameters to measure key CX initiatives and recommend enhancements for ongoing ROI optimization.

The CX Research & Insights Manager will work in close collaboration with members of the CX&E organization including Experience Strategy, Human Centered Design, Digital Activation & Enablement 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.

ROLE RESPONSIBILITIES

• Preform 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 psychologywith at least five years of relevant 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

Work Location Assignment:Must be able to work in assigned Pfizer office 2-3 days per week, or as needed by the business

Last day to apply: May 27th 2024

This role is not remote

The annual base salary for this position ranges from $93,500.00 to $155,900.00.* In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 12.5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site - U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

• The annual base salary for this position in Tampa, FL ranges from $84,200.00 to $140,400.00.

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. This position requires permanent work authorization in the United States.

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