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 required, preferred in business administration, marketing, business analytics or psychology
• 5+ years of experience in healthcare, consumer goods, retail and/or pharmaceutical industry
• 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: 4/13/2023

The annual base salary for this position ranges from $90,800.00 to $151,300.00. In addition, this position offers an annual bonus with a target of 12.5% of the base salary and eligibility to participate in our share based long term incentive program. Benefits offered include a retirement savings plan, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage in accordance with the terms and conditions of the applicable plans. Salary range does not apply to the Tampa, FL location.

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

Marketing and Market Research

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