ROLE SUMMARY

The CX Research & Behavioral Science, Sr. Associate is part of the CX Research and Behavioral Science (CXRBS) Team within the Customer Experience & Engagement (CX&E) organization reporting to the Director of CX Research and Behavioral Science.

The CXRBS leverages primary and secondary research to help create effective and engaging customer experiences by uncovering the needs of our customers. Within this role you will be contributing to the full research process including planning, execution, data analysis, insights generation, report writing, storytelling and defining success metrics. 

This is a highly collaborative role, working across the CX&E and Digital organizations.  You will be contributing to the synthesis of research findings and the persuasive communication of research-driven recommendations to ignite action and represent the voice of the customer in internal discussions.

ROLE RESPONSIBILITIES

Supports in the global qualitative and quantitative market research studies in which findings will be used as a central resource across Pfizer CX programs, and to support specific CX-led projectsContributes to setting objectives for customer research and manage the work of multiple activities with moderate complexitySupports the development of screeners, discussion guides, surveys and analysis plans.Participates in discussion to translate business needs into research questions.Helps in writing and delivering reports with actionable insights leveraging various sources to inform personas, journey, need states, innovation conceptsContributes to the development and tracking of KPIs/CPIs for key CX initiatives in collaboration with CX PODS and leads the development/management of XM questions based on those CPIs.Stays up to date on emerging research methods and providers which to drive improvements in the insight generation processLeverages behavioral science to help reduce friction and improve customer experienceManages vendor relationships for research & insights projectsSupports the team Drive full customer engagement program compliance, regulatory approval process and onboard new vendors to Pfizer policies and procedures

BASIC QUALIFICATIONS

Bachelor’s degree preferred in business administration, marketing, business analytics, marketing analytics or psychology with at least 2+ years of relevant experience in healthcare, consumer goods, retail and/or pharmaceutical industry; OR Master’s degree with 0+ year of relevant experience; OR Associate degree with 6+ years of relevant experience; OR Ph.D. with 0+ years of experience; OR 8+ years of relevant experience with a high school diploma or equivalent(1+ years) Experience in the field of customer research and insights, personas, customer journey maps, and measurement  knowledge of customer or market research methods, CX research preferredBasic experience with storytelling, data visualization and knowledge of research statistical testingBasic experience programming in Qualtrics, Usertesting, knowledge of Medallia, and analysis in DisplayR preferred.Commitment to excellence - both in the results achieved and in how they are achieved - and possess a strong passion for customer experience research and its sustained evolutionMust be able to communicate effectively with internal business and digital/technical teams, vendors, and team leaders. Comfortable with ambiguity

  
Work Location Assignment: Hybrid

EEO (Equal Employment Opportunity) & 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, or disability.

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