17 days old

CX Research & Insights Manager

Pfizer
Χορτιάτης, Κεντρική Μακεδονία 570 10
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**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**



+ 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



**LI#PFE**



Purpose



**Breakthroughs that change patients' lives** ... At Pfizer we are apatient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.



Digital Transformation Strategy



One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.



Flexibility



We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self.Let's start the conversation!



Equal Employment Opportunity



We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer iscommitted to celebratingthis,in all itsforms - allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.



Marketing and Market Research
Posted: 2021-06-01 Expires: 2021-07-02
Sponsored by:
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CX Research & Insights Manager

Pfizer
Χορτιάτης, Κεντρική Μακεδονία 570 10

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