Customer Experience Research & Insights Director

ROLE SUMMARY

The Customer Experience (CX) Research & Insights Director 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 Research and Measurement.

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.

As a key steward of Pfizer Digital’s human-centric approach, the CX Research & Insights Director 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 and will lead our use of research in the development of high-value experiences for our customers and ensure deep understanding of customer needs. Further, the CX Research & Insights Director will ensure that analytics and business intelligence are an essential component of the CX design process in helping to quantify opportunities, understand market conditions, prioritize resources, and define KPIs for and measure the performance of initiatives.

This ideal candidate will direct the use of a breadth of research methods and capabilities to ensure that our practice employs the right insights tools for every business challenge. The incumbent will also lead and coach 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, he/she will be the champion of usage of new methodologies and innovative data solutions and track and quantify the impact of CX initiatives across Business Units to better serve our customers. The role will require in-depth collaboration with cross-functional leaders within Pfizer Digital and across Pfizer’s business.

ROLE RESPONSIBILITIES

• Lead global market research studies in which findings will be used as a central resource across Pfizer CX programs, and to support specific CX-led projects
• Build well-rounded research competency with distinct areas of depth: primary research (field, behavioral, ethnographic, etc.), data science, demographic or sociographic analysis, quantitative modeling, market landscape research, business intelligence, etc.
• Is an expert in translating research findings into actionable insights across phases of operating model within Agile framework and communicate them effectively to business partners
• Lead trends and experience landscape research and leverage it to create immersive experience that stimulate new ideas and get organization excited about the future
• Develop and lead customer immersion workshops for senior leadership to ensure proximity to the customer
• Coach junior team members to further develop research expertise and capability
• Provide support to CX Measurement & Management Leads in the investigation of needs/pain points identification, operational change effectiveness, and customer experience measurement trends
• Stay up to date on emerging research methods and providers which to drive improvements in the insight generation process
• Codify market research best practices to be leveraged across CX projects
• Provide thought leadership on digital analytics and collaborate with Measurement & Management Lead on program measurement optimization and establishment of a robust data platform for CX work
• Effectively and efficiently manage projects wtithin budget and timeframes and manage vendor relationships for research & insights projects
• Oversees compliance for customer engagement programs to ensure Pfizer policies and procedures are met

BASIC QUALIFICATIONS

• Bachelor’s degree required, Master degree preferred
• 10 years in healthcare, consumer goods, retail and/or pharmaceutical industry
• In-depth knowledge of qualitative, quantitative & behavioral science methods
• Strong storytelling skills and business acumen to simplify research and insights from multiple sources into compelling recommendations that influence business strategy
• Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact
• Strong strategic, analytical, and complex problem-solving skills
• 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
• Strong collaboration/relationship-building skills and ability to engage across multiple functions

Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
Work Location Assignment:Flexible

Last Date to Apply for Job: June 24, 2022

Pfizer requires all U.S. new hires to be fully vaccinated for COVID-19 prior to the first date of employment. As required by applicable law, Pfizer will consider requests for Reasonable Accommodations.

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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.