Director, CX Research

About this role

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

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