Senior Manager, CX Adoption Analytics & Insights Lead

Pfizer • New York City, NY

8d • Hybrid

About The Position

At Pfizer, our purpose is breakthroughs that change patients' lives. Pfizer is building AI capability at scale and the GTM and Adoption team makes Pfizer's AI platforms part of how 80,000 colleagues work. We find what blocks adoption, remove it, and measure the change in practice. The Senior Manager, CX Adoption Analytics & Insights Lead is the data-driven engine of the team. Without deep telemetry, the rest of the team is guessing. This role tracks exactly who is using our internal AI Digital Platforms, how deeply they are engaging, and where they are encountering barriers, and turns that into numbers the whole team can act on. This role explains why adoption stalls. When a metric misses, this role diagnoses whether it's a workflow-fit problem, a comprehension gap, a motivation gap, or something structural, and hands that diagnosis to the Head of GTM and Adoption to route to the right function. This role also draws the line between “completed training” or “joined a channel” and “actually adopted,” so the team is never celebrating activity that doesn't hold up over time. This role helps build organizational capability by establishing common measurement practices, enabling data-driven decision making, and helping stakeholders understand the behavioral drivers of successful adoption.

Requirements

• Bachelor's degree in Data Science, Analytics, Business, Marketing, or a related field.
• 6–8+ years of experience in product analytics, digital telemetry, or marketing growth analytics.
• Strong proficiency in data visualization tools (e.g., Tableau, PowerBI, others) and product analytics platforms.
• Experience establishing measurement standards, frameworks, or analytical methodologies that are adopted across multiple teams or business units.
• Demonstrated ability to influence business or product decisions through data storytelling, evidence-based recommendations, and cross-functional alignment.
• Experience designing and measuring user activation funnels and adoption metrics, including product-led growth metrics such as activation, retention cohorts, and PMF/Sean Ellis-style testing.
• Track record of setting KPI targets, building dashboards, and running a hypothesis-test-and-scale discipline rather than reporting metrics after the fact.
• Excellent data storytelling skills, with the ability to translate complex analytics into actionable briefs for non-technical stakeholders.
• Experience diagnosing root causes of adoption stalls (workflow fit, content gaps, motivation, organizational barriers) and routing findings to the right team.
• Comfort building and maintaining measurement partnerships across multiple functions (e.g., community, learning, marketing) so each function’s data feeds a shared, cross-functional view rather than staying siloed.
• Experience defining and measuring value-delivery outcomes (time saved, error reduction, satisfaction, quality of output), not just usage or adoption metrics.
• Candidates must be authorized to be employed in the U.S. by any employer.
• U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.
• This position requires permanent work authorization in the United States.

Nice To Haves

• Experience working directly alongside product management, learning, or marketing teams in a growth-focused environment.
• Understanding of organizational network analysis (ONA) or workplace analytics.
• Familiarity with enterprise software telemetry and API integrations.
• Experience in pharmaceutical, healthcare, or other regulated enterprise environments.
• 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.

Responsibilities

• Establish standards, frameworks, and best practices for adoption measurement and behavioral analytics across adoption initiatives.
• Build organizational capability by enabling stakeholders to effectively interpret and apply adoption metrics, behavioral indicators, and value-realization measures.
• Facilitate knowledge sharing by communicating analytical insights, methodologies, and successful measurement approaches across business units.
• Influence business and product decisions through evidence-based recommendations and effective communication rather than formal authority.
• Establish and own the engagement baseline for every colleague-facing platform.
• Track the two core success metrics: colleagues actively doing real work on the platform in the last 30 days, and the percentage of colleagues who would be “very disappointed” if it went away (the Sean Ellis test).
• Set the quarterly targets for both and ensure every other metric the team tracks connect back to them.
• Define and track the behavioral metrics that matter depth of tool usage, breadth of features accessed, and long-term user retention.
• Identify exactly where users are experiencing friction and dropping out of the adoption lifecycle, down to the specific step.
• Diagnose whether a missed metric reflects a workflow-fit problem, a comprehension gap, a motivation or awareness gap, or a structural/organizational barrier.
• Hand the diagnosis to the Head of GTM and Adoption with a clear recommendation for which function should own the fix.
• Trigger a root-cause review whenever a target misses.
• Partner with the Digital Learning Lead to track the gap between “completed a module” and “actually ready.”
• Partner with the Peer Advocacy & Community Lead to track the gap between “joined a channel” and “actually engaged.”
• Build measurement that shows whether a skill or behavior holds up weeks later, not just whether an activity happened once.
• With the Peer Advocacy & Community Lead: define and track the community metrics that matter, posts published, reply and reaction rates, active participants, advocate activity, so the team knows which formats and channels genuinely engage colleagues.
• With the Digital Learning Lead: track progression through learning pathways by skill level, and whether colleagues are using the resources and tools they were trained on, not just starting or completing a module.
• With the Internal Communications & Activation Lead: track how campaigns and comms perform by channel and by audience segment, which messages, formats, and channels different segments respond to best.
• Synthesize all three views into a shared, cross-functional picture of best tactics, best channels, and best segments, so every function is learning from what is actually working across the team, not just their own data.
• Partner with Experience Architecture and product owners to define what “value” means for each platform, time saved, error or rework reduction, quality of output, or colleague satisfaction, not just usage.
• Track leading indicators of value (in-product feedback, pulse surveys, self-reported time saved) alongside hard efficiency metrics, so the team knows whether colleagues are getting real value, not just showing up.
• Feed value findings into Value Realization Reporting so executive reporting reflects real value delivered, not just usage counts.
• Feed real-time usage data to the Learning, Community, and Communication leads.
• Enable those leads to design highly targeted, localized re-activation campaigns and training assets for dormant users or specific departments struggling with adoption.
• Pair quantitative data with qualitative user feedback.
• Translate adoption data into business value, demonstrating the ROI of the team’s efforts to executive stakeholders in a consistent, numbers-first format rather than anecdote.
• Prove that modern adoption tactics drive sustained organizational efficiency.

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
• Relocation assistance may be available based on business needs and/or eligibility.

What This Job Offers

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