Sr. Manager, CX Lead (Commercial Forward Impact Team)

Pfizer • New York City, NY

8d • 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 Senior Manager CX Lead drives Customer Experience innovation by closely working with stakeholders and teams of designers, product leads, and engineers to translate prioritized customer opportunities into rapid prototypes and minimum viable products (MVPs). Operating at the intersection of customer insights, business priorities, and product delivery, the CX Lead advances concepts into validated solutions that enable decision making on further scale across the enterprise. The role has responsibility for managing stakeholder relationships, shaping experience strategies, and ensuring solutions meet both customer needs and business objectives. What You Will Achieve The role focuses on hands-on CX leadership, establishing clear customer vision, journey maps, and experience roadmaps, and ensuring that solutions are researched, prototyped, and validated efficiently. You will collaborate closely with stakeholders to align priorities, gather feedback, and adapt solutions to maximize customer value, all while fostering a culture of customer obsession, experimentation, and continuous improvement. The Senior Manager CX Lead drives customer experience execution for an assigned Commercial Forward Impact Team (FIT) driving rapid innovation from intake to MVP through hands-on application of AI tools and cross-functional collaboration. This role focuses on tactical excellence while building toward strategic leadership, serving as the primary CX practitioner who transforms customer insights into actionable product improvements. Working at the intersection of user needs and business objectives, this position requires exceptional versatility and speed. The role demands proficiency across the entire CX toolkit from conducting AI-accelerated research to creating journey maps, from rapid prototyping to facilitating design sprints. Success means delivering validated solutions in weeks rather than months while maintaining quality that delights customers and drives business results.

Requirements

• Bachelor's degree in relevant field
• 6+ years of CX/UX experience with demonstrable track record of shipping products
• Proficiency in AI-powered CX tools
• Strong facilitation and workshop leadership capabilities
• Experience with agile/sprint methodologies
• Analytical mindset with ability to synthesize complex data
• Self-directed with strong collaborative skills
• Demonstrated "AI-first" mindset with a proven willingness to challenge traditional design 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

• Experience in pharmaceutical or healthcare products
• Basic technical knowledge (APIs, development process)
• Experience with emerging AI technologies
• Previous experience in lean or startup environments

Responsibilities

• Execute the complete CX process for assigned Commercial Forward Impact Team (FIT) from problem definition through MVP delivery
• Conduct AI-accelerated research campaigns synthesizing insights with appropriate human validation
• Create comprehensive journey maps, personas, and experience requirements that guide product decisions
• Rapidly prototype solutions using Figma AI and established design system components
• Coordinate user testing sessions with both real users and synthetic personas for comprehensive coverage
• Facilitate daily standups and sprint planning sessions ensuring CX perspective is represented
• Coordinate with designers and researchers to access specialized expertise when needed
• Partner with Product Management and Engineering on feasibility assessments and prioritization
• Manage stakeholder communication ensuring transparency on CX findings and recommendations
• Facilitate Digital Creation Center transitions by providing comprehensive documentation and conducting knowledge transfer sessions to ensure scalable MVP success
• Build consensus across diverse stakeholder groups using data and customer insights
• Serve as CX subject matter expert for FIT, answering questions and providing guidance
• Master new AI tools and techniques, becoming expert on emerging capabilities
• Contribute actionable insights and frameworks to Center of Excellence playbooks based on FIT experiences
• Actively participate in Communities of Practice sharing learnings and gathering best practices
• Identify opportunities for automation and process improvement within pod workflows
• Mentor junior team members on CX best practices and AI tool usage
• Support COE innovation initiatives and pilot programs as assigned
• Stay current with industry trends and competitive landscape

Benefits

• participation in Pfizer’s Global Performance Plan with a bonus target of 17.5% of the base salary
• eligibility to participate in our share based long term incentive program
• 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: Mid Level
• Number of Employees: 5,001-10,000 employees