Sr. Associate, CX Insights

ROLE SUMMARY

The Customer Experience (CX) Insights Sr. Associate 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 contributing to 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 contributing to 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.

ROLE RESPONSIBILITIES

• Supports in the 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

• Contributes to setting objectives for customer research and manage the work of multiple activities with moderate complexity

• Supports in the development of screeners, discussion guides, surveys and analysis plans.

• Participates in discussion to translate business needs into research questions.

• Helps in writing and delivering reports with actionable insights leveraging various sources to inform personas, journey, need states, innovation concepts

• Contributes to the development and tracking of KPIs for key CX initiatives in collaboration with the CX Measurement team

• Stays up to date on emerging research methods and providers which to drive improvements in the insight generation process

• Leverages behavioral science to help reduce friction and improve customer experience

• Manages vendor relationships for research & insights projects

• Supports the team 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 three years of relevant experience in healthcare, consumer goods, retail and/or pharmaceutical industry; OR Master’s degree with one year of relevant experience; OR Associate degree with five years of relevant experience; OR Ph.D. with 0+ years of experience; OR eight 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

• Basic experience with storytelling and data visualization

• 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

PREFERRED QUALIFICATIONS

• Strong knowledge of customer research methods, CX research preferred

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

This role is NOT remote

Last day apply: September 17th 2024

The annual base salary for this position ranges from $74,900.00 to $124,800.00.* In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 7.5% of the base salary. 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 $67,400.00 to $112,3