Sr. Manager, CX Strategy - Service Design


The Sr. Manager, CX Strategy - Service Design enables Pfizer to work most effectively with our customers and fulfill their unmet needs. The Sr. Manager, CX Strategy - Service Design will drive a global transformational effort in how we engage with our customers and enhance business results through digital channels across Pfizer business units.

The Sr. Manager, CX Strategy - Service Design will serve as a subject matter expert for Customer Experience implementing frameworks and methodologies across Pfizer. This role will be responsible for building and executing a CX Service Design delivery model for Pfizer business units. Additionally, the Sr. Manager, CX Strategy - Service Design is accountable for Service Design as a discipline and will support and provide oversight and leadership on all aspects of Service Design within assigned projects with a focus on creating products and services that our customers love.

  • Lead Customer Experience Strategy workshops with Pfizer Business colleagues to co-create current state journey maps and lead ideation prioritization for future state solutions
  • Create and leverage Customer Experience journey maps to identify opportunities to evolve the Pfizer customer experience
  • Develop a service design framework that is repeatable and scalable across Pfizer - regardless of business unit or capability
  • Lead workshops to ideate on novel ideas, and co-create the roadmap(s) required for development and scaling of new digital solutions-this will require
  • Leverage project and program management skills to execute on CX initiatives
  • Collaborate closely with colleagues in the broader CX Strategy organization as well as with CX Experience Design, Design Thinking, Digital Activation and Marketing, and Pfizer Digital Creation Centers to create novel solutions to address customer need
  • Partner with Experience Management & Measurement Lead to communicate customer experience metrics and to design and optimize solutions across multiple business lines
  • Collaborate with CX Research & Insights and data and analytics colleagues to continuously advance the understanding of patients, their needs, and behaviors with a focus improving customer experience and anticipating needs
  • Create communication and training artifacts to socialize and educate the broader Pfizer organization on Service Design

  • Bachelor's degree required, preferred in Marketing, Design, or Business
  • Experience in service design in pharmaceutical and/or adjacent industries is required
  • Knowledge of pharma ecosystem, including diverse customer groups and chain of product flow
  • 7+ years of relevant experience in healthcare, consumer goods, retail and/or pharmaceutical industry
  • 7+ years of relevant experience in service design, marketing insights, customer experience, solution design and strategy in healthcare, consumer goods, and/or pharmaceutical industry. Other industry experience is a plus
  • At least 5 years of experience in designing and implementing Customer Experience education and change management programs is required
  • Demonstrated ability to lead large workshops focused around service design, customer journey mapping, and ideation
  • Demonstrated ability to manage/lead complex projects and cross-functional/ matrix teams
  • Excellent communication skills and the ability to indirectly influence key partners and stakeholders
  • Innovative and entrepreneurial mindset

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.


Limited Domestic and International travel.

Last Date to Apply to Job: 12/16/2021

Pfizer requires all U.S. new hires to be fully vaccinated for COVID-19 prior to the first date of employment. As required by applicable law, Pfizer will consider requests for Reasonable Accommodations.

Sunshine Act

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EEO & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.

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