Director, CX Research

About the role

At Pfizer, our mission is to create breakthroughs that change patients’ lives. As part of the Customer Experience function in the Chief Technologist Organization, we are seeking a Director, CX Research to own the evidence behind Pfizer’s AI experience, and to build and lead the research team that produces it.

Pfizer is putting AI in front of 80,000 colleagues. This role owns the answer to whether it works: whether colleagues adopt it, whether they trust it, and what has to change when they don’t. You will set the research agenda across enterprise AI assistants, agent experiences, and the internal platforms colleagues depend on in every function and market

The deliverables are working systems, not studies. Continuous feedback loops wired into the platforms themselves. Telemetry and behavioral data joined to qualitative evidence so patterns surface before they become complaints. Evaluation methods for agent quality and trust calibration, a discipline that barely exists yet and that you will help define. Evidence that reaches decision-makers fast enough to change what ships.

Few researchers get to study AI adoption at this scale inside a regulated industry. This is a hands-on leadership role: you will personally design, execute, and analyze research and experiments, not solely direct others, while championing the responsible adoption of AI within the team’s workflow. You will report to the head of Customer Experience and Adoption organization.

You will lead an initial team of 4 researchers supporting 8 transformative AI-driven internal platforms.

Role responsibilities

• Provide leadership, development, and direction to the CX Research capability, building and mentoring a high-performing team of researchers and fostering a culture of curiosity, rigor, and evidence-based advocacy for colleagues

• Serve as a hands-on leader who personally designs, executes, and analyzes qualitative research, user interviews, usability testing, contextual inquiry, concept testing, and experiments, applying quantitative and statistical analysis to behavioral and telemetry data where it strengthens the findings

• Mine and analyze telemetry and behavioral usage data (e.g., product usage, clickstream, and in-app interaction data) alongside qualitative research and experimentation to build a holistic, evidence-based understanding of how colleagues behave

• Champion and operationalize AI-enabled research methods and continuous feedback loops including automated research workflows, persona-based insight extraction, and synthetic data where appropriate to accelerate time-to-insight while maintaining rigor, quality, and ethical standards

• Evaluate and pilot emerging AI research tools, designing quick tests to gauge their value and defining metrics that track AI adoption and its impact on team productivity and insight quality

• Define and own the measurement strategy for AI and solution adoption enterprise-wide, establishing the metrics leadership uses to assess impact

• Partner in the development of a cross-functional planning process to identify, prioritize, and resource opportunity areas for investment across colleague experience

• Collaborate with data and analytics colleagues to mine telemetry and behavioral usage data, continuously advancing the understanding of colleagues, their needs, and behaviors, with a focus on improving colleague experience and anticipating needs

• Drive innovation by instilling an organizational focus on what colleagues ultimately need to accomplish, rather than on making existing processes incrementally better

• Bring deep understanding and knowledge of research trends and end-to-end CX methodologies and practices

• Partner with Experience Management to define and communicate colleague experience metrics across the colleague journey, balancing colleague needs and business goals to identify and monitor leading and lagging indicators of performance

• Continuously monitor emerging trends in human behavior, workplace technology, AI adoption, and colleague expectations, translating those insights into actionable recommendations that help Pfizer anticipate future needs and design experiences that stay ahead of changing expectations

Qualifications .

Basic qualifications

• Bachelor’s degree in a research or human-centered field (e.g., user experience, human-computer interaction, psychology, human factors, anthropology, or applied behavioral research) required

• 8+ years of experience in user experience or behavioral research

• 2+ years of experience leading or managing researchers

• Experience designing and executing both qualitative and quantitative research

Preferred qualifications

• Advanced degree in a human-centered field

• 10+ years of research experience, including experience in life science, healthcare, or another regulated industry

• 5+ years in a leadership capacity with increasing scope of responsibility

• Deep expertise in core UX research methods, including usability testing, contextual inquiry, and concept testing, complemented by an applied statistics foundation for experimentation (e.g., experimental design, power analysis, and significance testing)

• Experience adopting and applying AI-driven research tools and analytics platforms, including experimenting with and measuring the impact of AI on research workflows

• Experience with AI-enabled continuous discovery, automated research workflows, or extracting insights from synthetic data and personas

• Experience analyzing telemetry, product usage, or other behavioral data (e.g., clickstream, in-app analytics, log data) from internal platforms to inform research findings and decision-making

• Proficiency with behavioral analytics and quantitative analysis sufficient to interpret, pressure-test, and act on telemetry findings

• Experience building and transforming CX capabilities

• Hands-on practitioner able to personally plan, execute, and analyze research and experiments, using tools such as Python or R for behavioral and telemetry analysis, usability-testing platforms, and survey or statistical software (e.g., Qualtrics, SPSS)

• Demonstrated ability to identify and synthesize emerging behavioral, technology, and experience trends, translating external insights into strategic recommendations, innovation opportunities, and future experience concepts.

• Demonstrated ability to create and implement high impact strategic plans in a large, matrixed organization

• Demonstrated business acumen and ability to stay abreast of and incorporate industry trends

• Excellent communication skills and the ability to influence partners and stakeholders without direct authority

Leadership

Candidate demonstrates a breadth of leadership experiences and capabilities including the ability to influence and collaborate with peers, develop and coach others, and oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact, while remaining personally hands-on in the design, execution, and analysis of research and experimentation.

Non-standard work schedule, travel or environment requirements

Minimal travel required.

The annual base salary for this position ranges from $176,600.00 to $294,300.00.* In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 20.0% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include 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, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States. * The annual base salary for this position in Tampa, FL ranges from $158,800.00 to $264,600.00. This role is posted in multiple locations. If you are applying for the role in an secondary job posting location where pay transparency regulations apply, your Talent Advisor will share the local pay information with you during the first interview.

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

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.

Sunshine Act

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

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. This position requires permanent work authorization in the United States.

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