Sr. Manager, CX Lead (Commercial Forward Impact Team)

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Job Title: Sr. Manager, CX Lead (Commercial Forward Impact Team)

Company Name:	Pfizer
Location:	New York City, NY
Position Type:	Full Time
Post Date:	01/29/2026
Expire Date:	02/28/2026
Job Categories:	Customer Service and Call Center, Engineering, Executive Management

Job Description

Sr. Manager, CX Lead (Commercial Forward Impact Team)
**Use Your Power For Purpose**

At Pfizer, our purpose is breakthroughs that change patients' lives and our colleagues make this happen. All over the world, our colleagues work together to touch millions of lives. Forward Impact Teams (FIT) deliver rapid outcomes by experimenting, learning fast, and proving what works.

The Senior Manager CX Lead drives Customer Experience innovation by closely working with stakeholders and teams of designers, product leads, and engineers to translate prioritized customer opportunities into rapid prototypes and minimum viable products (MVPs).

Operating at the intersection of customer insights, business priorities, and product delivery, the CX Lead advances concepts into validated solutions that enable decision making on further scale across the enterprise. The role has responsibility for managing stakeholder relationships, shaping experience strategies, and ensuring solutions meet both customer needs and business objectives.

**What You Will Achieve**

The role focuses on hands-on CX leadership, establishing clear customer vision, journey maps, and experience roadmaps, and ensuring that solutions are researched, prototyped, and validated efficiently. You will collaborate closely with stakeholders to align priorities, gather feedback, and adapt solutions to maximize customer value, all while fostering a culture of customer obsession, experimentation, and continuous improvement.

The Senior Manager CX Lead drives customer experience execution for an assigned Commercial Forward Impact Team (FIT) driving rapid innovation from intake to MVP through hands-on application of AI tools and cross-functional collaboration. This role focuses on tactical excellence while building toward strategic leadership, serving as the primary CX practitioner who transforms customer insights into actionable product improvements.

Working at the intersection of user needs and business objectives, this position requires exceptional versatility and speed. The role demands proficiency across the entire CX toolkit from conducting AI-accelerated research to creating journey maps, from rapid prototyping to facilitating design sprints. Success means delivering validated solutions in weeks rather than months while maintaining quality that delights customers and drives business results.

**CX Delivery & Execution**

+ Execute the complete CX process for assigned Commercial Forward Impact Team (FIT) from problem definition through MVP delivery

+ Conduct AI-accelerated research campaigns synthesizing insights with appropriate human validation

+ Create comprehensive journey maps, personas, and experience requirements that guide product decisions

+ Rapidly prototype solutions using Figma AI and established design system components

+ Coordinate user testing sessions with both real users and synthetic personas for comprehensive coverage

**Cross-Functional Collaboration**

+ Facilitate daily standups and sprint planning sessions ensuring CX perspective is represented

+ Coordinate with designers and researchers to access specialized expertise when needed

+ Partner with Product Management and Engineering on feasibility assessments and prioritization

+ Manage stakeholder communication ensuring transparency on CX findings and recommendations

+ Facilitate Digital Creation Center transitions by providing comprehensive documentation and conducting knowledge transfer sessions to ensure scalable MVP success

+ Build consensus across diverse stakeholder groups using data and customer insights

+ Serve as CX subject matter expert for FIT, answering questions and providing guidance

+ 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.

**Innovation & Continuous Learning**

+ Master new AI tools and techniques, becoming expert on emerging capabilities

+ Contribute actionable insights and frameworks to Center of Excellence playbooks based on FIT experiences

+ Actively participate in Communities of Practice sharing learnings and gathering best practices

+ Identify opportunities for automation and process improvement within pod workflows

+ Mentor junior team members on CX best practices and AI tool usage

+ Support COE innovation initiatives and pilot programs as assigned

+ Stay current with industry trends and competitive landscape

**Here Is What You Need (Minimum Requirements):**

+ Bachelor's degree in relevant field

+ 6+ years of CX/UX experience with demonstrable track record of shipping products

+ Proficiency in AI-powered CX tools

+ Strong facilitation and workshop leadership capabilities

+ Experience with agile/sprint methodologies

+ Analytical mindset with ability to synthesize complex data

+ Self-directed with strong collaborative skills

+ Demonstrated "AI-first" mindset with a proven willingness to challenge traditional design paradigms and adopt augmented workflows to radically accelerate delivery cycles

+ Ability to thrive in a fast-paced, dynamic environment while fostering collaboration and a high-performing team culture

+ Strong analytical skills with the ability to interpret data and translate insights into actionable product decisions

+ Excellent communication and storytelling skills to align diverse stakeholders around experience goals and outcomes

+ Demonstrated ability to lead without authority through ambiguity and deliver high-impact solutions quickly

**Bonus Points If You Have (Preferred Requirements):**

+ Experience in pharmaceutical or healthcare products

+ Basic technical knowledge (APIs, development process)

+ Experience with emerging AI technologies

+ Previous experience in lean or startup environments

**Physical/Mental Requirements**

+ Ability to manage multiple complex projects simultaneously

+ Strong analytical and problem-solving skills

+ Strong digital literacy and an "AI-first" mental model, with the ability to critically evaluate and integrate generative tools into the creative process to solve complex design challenges at scale

**Other Job Details**

+ Last day to apply: February 9, 2026

+ Work location: Hybrid - onsite an average of 2.5 days per week or as the business requires.

+ Occasional travel may be required for workshops, team meetings, or stakeholder engagement

+ Flexibility to work across global time zones as needed

The annual base salary for this position ranges from $124,400.00 to $201,400.00. In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 17.5% 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.

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

**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.

Pfizer endeavors to make www.pfizer.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process and/or interviewing, please email disabilityrecruitment@pfizer.com. This is to be used solely for accommodation requests with respect to the accessibility of our website, online application process and/or interviewing. Requests for any other reason will not be returned.

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