The Customer Experience (CX) Insights Manager is part of the CX Behavioral Intelligence (CXBI) Team within the Customer Experience & Engagement (CX&E) organization reporting to the Director of CX Insights. The CXBI leverages primary and secondary research to help create effective and engaging customer experiences by uncovering the needs of our customers. Within this role you will be responsible for the full research process including planning, execution, data analysis, insights generation, repor... more details
ROLE SUMMARY
The Customer Experience (CX) Insights Manager is part of the CX Behavioral Intelligence (CXBI)Team within the Customer Experience & Engagement (CX&E) organization reporting to theDirector of CX Insights.
The CXBIleverages primary and secondary research to help create effective and engaging customer experiences by uncovering the needs of our customers. Within this role you will be responsible for the full research process including planning, execution, data analysis, insights generation, report writing, storytelling and defining success metrics.
This is a highly collaborative role, working across the CX&E and Digital organizations. You will be responsible forthe 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
Develop screeners, discussion guides, surveys and analysis plans.
Translate business needs into research questions.
Write and deliver reports with actionable insights leveragingvarious sources to inform personas, journey, need states, innovation concepts
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 behavioral science to help reduce friction and improve customer experience
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 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
3+ years Experience in the field of customer research and insights, personas, customer journey maps, and measurement
Strong knowledge of customer research methods, CX research preferred
Experience with storytelling and data visualization
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/matrixteams
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: July 16th 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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