Director, CX Excellence Lead (Commercial Forward Impact Team)

Pfizer•New York, NY

16d•Hybrid

About The Position

At Pfizer, our purpose is breakthroughs that change patients' lives and our colleagues make this happen. All over the world, our colleagues work together to touch millions of lives. Forward Impact Teams (FIT) deliver rapid outcomes by experimenting, learning fast, and proving what works. The Director of CX Pod Excellence leads and develops a team of CX Leads who are embedded across Commercial Forward Impact Teams, driving customer experience transformation at unprecedented scale and speed. This role is critical to proving that effective, AI-augmented teams can deliver higher ROI compared to traditional models. Operating at the intersection of people leadership, operational excellence, and customer experience innovation, the Director ensures consistent delivery of experiences while building a high-performing team of CX practitioners. The role has responsibility for resource optimization, talent development, and maintaining quality standards across all FITs while fostering a culture of experimentation and continuous learning. The Director balances strategic leadership with hands-on delivery; personally leading projects during surge periods while coaching and developing CX Leads. You will work closely with stakeholders to ensure alignment, manage resource allocation dynamically, and establish the operational rhythms that enable our AI-augmented model to succeed, all while building the next generation of CX leaders who can thrive in this transformative environment. What You Will Achieve Director of CX Pod Excellence combines people leadership with hands-on experience delivery, maintaining a strategic 60/40 split between managing the CX Lead team and directly leading Forward Impact Teams (FIT) initiatives. This role oversees CX Leads (both Director and Manager levels) deployed across FIT, ensuring consistent excellence in customer experience delivery. This position serves as the primary escalation point for all commercial FIT-embedded CX practitioners, providing coaching, removing barriers, and ensuring resources are optimally allocated across the portfolio. The role requires exceptional people leadership skills combined with deep CX expertise to both guide others and demonstrate excellence through personal delivery. By maintaining direct pod involvement while leading the team, this director ensures coaching is grounded in current realities, not theoretical frameworks. Success means every CX Lead delivers at their highest potential while Forward Impact Teams achieve unprecedented velocity and quality. This role creates a unified CX Lead community across distributed teams, ensuring practitioners never feel isolated despite being embedded in different Forward Impact Teams. Through weekly team syncs, peer coaching circles, regular 1:1s focused on growth, and celebration of both individual and collective wins, this leader builds a culture where CX Leads support each other while maintaining Forward Impact Teams accountability. People Leadership & Team Development Lead, develop, and inspire CX Leads (mix of Directors and Managers) embedded across FIT pods Manage resource allocation and capacity planning across FIT pods, making dynamic adjustments based on priorities Provide coaching and mentorship on complex CX challenges, serving as escalation point for difficult situations Build talent pipeline through hiring, onboarding, and succession planning for CX Lead roles Partner with internal stakeholders to identify skill gaps and create targeted development programs Foster community among distributed team through regular team meetings and knowledge sharing sessions 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. Pod Excellence & Direct Delivery Directly lead CX delivery for strategic FIT projects during critical phases or surge periods Serve as senior CX advisor to Forward Impact Teams leads, providing expertise on complex challenges Model excellence in CX delivery, demonstrating best practices through hands-on work Identify patterns across pods and work with CX Transformation Lead to create solutions Ensure consistent quality and velocity standards across all CX delivery pods Step in directly when pods face critical challenges or CX Leads coverage gaps

Requirements

8+ years progressive CX/UX experience with 3+ years managing distributed teams
Bachelor’s degree in relevant field
Proven track record developing high-performing CX practitioners
Deep expertise across full CX toolkit (research, design, testing, metrics)
Experience managing matrixed teams in embedded models
Strong coaching and mentorship capabilities
Excellent stakeholder management acrossall organizational levels
Demonstrated ability to balance people leadership with hands-on delivery
Demonstrated "AI-first" mindset with a proven willingness to challenge traditional CX paradigms and adopt augmented workflows to radically accelerate delivery cycles
Ability to thrive in a fast-paced, dynamic environment while fostering collaboration and a high-performing team culture
Strong analytical skills with the ability to interpret data and translate insights into actionable product decisions
Excellent communication and storytelling skills to align diverse stakeholders around experience goals and outcomes
Demonstrated ability to lead without authority through ambiguity and deliver high-impact solutions quickly

Nice To Haves

Master’s Degree preferred
Experience in pharmaceutical or healthcare industries
Background managing federated or embedded team models
Experience with AI-augmented CX practices
Track record of building high-performing teams in lean organizations

Responsibilities

Lead, develop, and inspire CX Leads (mix of Directors and Managers) embedded across FIT pods
Manage resource allocation and capacity planning across FIT pods, making dynamic adjustments based on priorities
Provide coaching and mentorship on complex CX challenges, serving as escalation point for difficult situations
Build talent pipeline through hiring, onboarding, and succession planning for CX Lead roles
Partner with internal stakeholders to identify skill gaps and create targeted development programs
Foster community among distributed team through regular team meetings and knowledge sharing sessions
Directly lead CX delivery for strategic FIT projects during critical phases or surge periods
Serve as senior CX advisor to Forward Impact Teams leads, providing expertise on complex challenges
Model excellence in CX delivery, demonstrating best practices through hands-on work
Identify patterns across pods and work with CX Transformation Lead to create solutions
Ensure consistent quality and velocity standards across all CX delivery pods
Step in directly when pods face critical challenges or CX Leads coverage gaps

Benefits

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

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume