Director, AI Experience and Workflow Design

Pfizer • New York, NY

4d • $162,900 - $271,500 • Hybrid

About The Position

This role holds user experience design and architecture accountability for Medical Affairs' AI-powered platforms and digital products. It owns the design of workflows and interfaces for all products and ensures they are adopted. This role drives how AI agents behave, where human judgment must remain in the loop, and defines end-to-end workflows. This role is accountable for facilitating discovery workshops, designing interfaces, and conducting usability testing directly with users.
The role operates within a tightly coupled technical pod, working directly under Architecture leadership and in continuous partnership with Engineering and Product Owner leads, while also serving as the senior experience voice in front of Medical Affairs business stakeholders— arbitrating design trade-offs and building the trust needed to transform business process workflows.
Serve as AI Experience and Workflow Design Lead within Medical AI Acceleration and Delivery organization, reporting to Architecture Lead. This role owns experience architecture end-to-end for Medical Affairs' AI-powered platforms and digital products, defining the future-state workflows, and AI-first operating models that deliver measurable business and colleague outcomes at enterprise scale. This role leads by influence across Medical Affairs, product, and engineering, — designing user experiences and leveraging AI tools and agents to accelerate delivery. The AI Experience and Workflow Design lead frames complex transformation problems, arbitrates competing design decisions, and is accountable for whether AI-enabled workflows earn trust and adoption in production.

Requirements

• 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.
• Bachelor's degree with 8+ years of progressive experience; OR a Master's degree with 7+ years in CX/UX, service design, product management, digital transformation, or workflow/process engineering.
• Recognized subject-matter expert in experience architecture, service design, and AI-first workflow design, with a portfolio of enterprise-scale transformations.
• Demonstrated track record of identifying and optimizing business workflows at enterprise scale.
• Deep, hands-on expertise across the full CX toolkit (interaction design, wireframing/prototyping, usability research and testing, workshop facilitation, metrics) and workflow process engineering (process mapping, workflow reimagination).
• Proven ability to set standards and interface design patterns that other practitioners adopt.
• Demonstrated "AI-first" mindset with a proven willingness to challenge traditional CX paradigms and direct AI tools and agents to radically accelerate delivery cycles.
• Hands-on experience using AI tools (e.g., Figma AI, Miro AI, ChatGPT, Claude, or similar) in design, research, or prototyping workflows.
• Excellent stakeholder management and influence across all organizational levels, including senior leaders.
• Strong facilitation and workshop leadership capabilities.
• Strong analytical skills with the ability to interpret data and translate insights into actionable design and workflow decisions.
• Excellent communication and storytelling skills to align diverse stakeholders around experience goals and outcomes.
• Ability to lead through ambiguity and deliver high-impact solutions quickly in a fast-paced environment.
• Experience with agile/sprint methodologies.
• Self-directed with strong collaborative skills.

Nice To Haves

• Master's degree in Design, Organizational Psychology, Human-Computer Interaction, or a related discipline.
• Experience with AI-augmented CX and agent-based workflow design.
• Experience designing in pharmaceutical, healthcare, or other regulated enterprise environments.
• Working knowledge of accessibility standards (Section 508/WCAG) and healthcare data privacy considerations (e.g., HIPAA/PHI-adjacent handling) as applied to enterprise platform design.
• Understanding of how UX needs differ across audiences—HCPs, internal Medical Affairs colleagues, and (indirectly) patients—within a regulated healthcare context.

Responsibilities

• Lead the definition of future-state AI-enabled workflows, identifying where AI assistants remove manual effort, accelerate decisions, and improve end-to-end experiences.
• Plan and facilitate design-thinking, discovery, and co-creation workshops with business, and technical stakeholders to surface workflow pain points and translate them into product requirements.
• Define AI behavior models, agent interaction patterns, decision frameworks, escalation paths, and human-in-the-loop experiences that govern how AI assistants operate within complex workflows and journeys.
• Design wireframes, prototypes, personas, and high-fidelity interfaces—applying core UX capabilities (information architecture, interaction design, visual design) alongside AI-first design methods and tools like Figma AI.
• Define before-and-after success metrics (cycle time, effort reduction, adoption, trust), run usability testing with real users and synthetic personas, and use behavioral data to continuously refine experiences before and after release.
• Serve as the senior experience integrator across Medical Affairs, partnering with Architecture, Engineering, MEI platform teams and Product Owner leads and ensuring interface designs are optimized.

Benefits

• 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
• health benefits to include medical, prescription drug, dental and vision coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Director