CX Research & Insights Manager
Pfizer
Θεσσαλονίκη, Κεντρική Μακεδονία-Θεσσαλονίκη, GR
πριν από 2 μέρες
source : Kariera

Pfizer's belief is that all people deserve to live healthy lives. This drives our desire to provide access to medicines that are safe, effective, and affordable.

We advance breakthroughs that change patients' lives and increasingly there is a digital component to the interactions we have with patients and their health care professionals.

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 orientation, age, gender identity or gender expression, national origin, disability.

ROLE SUMMARY

The CX Research & Insights Manager will work in close collaboration with members of the CX&E organization including Experience Strategy, Human Centered Design, Digital Activation & Enablement and CX Measurement & Management to conduct research in the development of high-value experiences for our customers and ensure deep understanding of customer needs.

The incumbent will direct the use of primary and secondary research, both quantitative and qualitative, to ensure that our practice employs the right insights tools for every business challenge.

She / he will also manage 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

  • Perform global qualitative and quantitative market research studies in which findings will be used as a central resource across Pfizer CX programs
  • Set objectives for customer research and manage the work of multiple activities with moderate complexity
  • Contribute to translate business issues into research design and lead screener and discussion guide development, recruitment monitoring, quality assurance, research collection, and reporting
  • Contribute to translate research findings into actionable insights and leverage insights together with other sources, to inform personas, journey, need states, innovation concepts
  • Deliver research insights across phases of operating model within Agile framework
  • Contribute to the development and tracking of KPIs for key CX initiatives in collaboration with the CX Measurement team
  • Stay up to date on emerging research methods and providers which to drive improvements in the insight generation process
  • Leverage project and program management skills to execute on CX initiatives across the business
  • Support customer immersion workshops with cross-functional colleagues to ensure proximity to the customer
  • Effectively and efficiently manage projects within budget and timeframes
  • Manage vendor relationships
  • Drive full customer engagement program compliance, regulatory approval process and onboard new vendors to Pfizer policies
  • BASIC QUALIFICATIONS

  • Bachelor's degree required, preferred in business administration, marketing, business analytics or psychology
  • 5+ years of experience in healthcare, consumer goods, retail and / or pharmaceutical industry
  • Experience in the field of customer research and insights, personas, customer journey maps, and measurement
  • Strong knowledge of customer research methods
  • Demonstrated business acumen to synthesize multiple sources of data and simplify research and insights into compelling recommendations that influence business strategy
  • Demonstrated ability to manage / lead complex projects within budget and timeframes and cross-functional / matrix teams
  • 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 evolution
  • Must be able to communicate effectively with internal business and digital / technical teams, vendors and team leaders.
  • Comfortable with ambiguity

    offer

    To apply please visit our website www.pfizercareers.com and search job id for 4814557

    salary 11111.00-11111.00 EUR / YEAR

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