Sr. Manager, AI Experience Lead

Role Summary

The Senior Manager, CX Lead drives Customer Experience innovation by working hands-on with product teams 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.

This 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), delivering 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.

This role is ideal for a CX leader with strong product design fluency and a demonstrated strong passion for AI. You are already using AI tools in your design or research workflows and are excited to help shape the future of AI product development at Pfizer. Success means delivering validated, high-quality MVPs in weeks, not months, while helping scale CX across the enterprise through embedded tools, digital agents, and self-service frameworks.

Responsibilities

• CX Delivery & Execution: Execute the complete CX process for assigned Commercial Forward Impact Team (FIT) from problem definition through MVP delivery
• CX Delivery & Execution: Conduct AI-accelerated research campaigns synthesizing insights with appropriate human validation
• CX Delivery & Execution: Create comprehensive personas, and experience requirements that define how AI-first products should look and behave
• CX Delivery & Execution: Rapidly prototype solutions using Figma AI and established design system components
• CX Delivery & Execution: 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
• Cross-Functional Collaboration: Coordinate with designers and researchers to access specialized expertise when needed
• Cross-Functional Collaboration: Partner with Product Management and Engineering on feasibility assessments and prioritization
• Cross-Functional Collaboration: Manage stakeholder communication ensuring transparency on CX findings and recommendations
• Cross-Functional Collaboration: Facilitate Digital Creation Center transitions by providing comprehensive documentation and conducting knowledge transfer sessions to ensure scalable MVP success
• Cross-Functional Collaboration: Build consensus across diverse stakeholder groups using data and customer insights
• Cross-Functional Collaboration: Serve as CX subject matter expert for FIT, answering questions and providing guidance
• Innovation & Continuous Learning: Master new AI tools and techniques, becoming expert on emerging capabilities
• Innovation & Continuous Learning: Contribute actionable insights and frameworks to Center of Excellence playbooks based on FIT experiences
• Innovation & Continuous Learning: Actively participate in Communities of Practice sharing learnings and gathering best practices
• Innovation & Continuous Learning: Identify opportunities for automation and process improvement within pod workflows
• Innovation & Continuous Learning: Mentor junior team members on CX best practices and AI tool usage
• Innovation & Continuous Learning: Support COE innovation initiatives and pilot programs as assigned
• Innovation & Continuous Learning: Stay current with industry trends and competitive landscape
• Innovation & Continuous Learning: Track and share CX impact across projects, including agent usage, time-to-insight, design quality, and MVP conversion metrics
• Innovation & Continuous Learning: Contribute to prompt libraries and agent tuning based on real-world project feedback

Qualifications

• Required: 6+ years of CX/UX experience with demonstrable track record of shipping products
• Required: Proficiency in AI-powered CX tools
• Required: Demonstrated fluency in product design and experience strategy, with a strong understanding of how CX integrates into modern product development
• Required: Hands-on experience using AI tools (e.g., Figma AI, Miro AI, ChatGPT, Claude, or similar) in design, research, or prototyping workflows
• Required: Comfort working with digital agents and contributing to prompt design, agent feedback, and automation workflows
• Required: Strong facilitation and workshop leadership capabilities
• Required: Experience with agile/sprint methodologies
• Required: Analytical mindset with ability to synthesize complex data
• Required: Self-directed with strong collaborative skills
• Required: Excellent communication and storytelling skills to align diverse stakeholders around experience goals and outcomes
• Required: Demonstrated ability to lead without authority through ambiguity and deliver high-impact solutions quickly
• Preferred: Experience in pharmaceutical or healthcare products
• Preferred: Basic technical knowledge (APIs, development process)
• Preferred: Experience with emerging AI technologies
• Preferred: Previous experience in lean or startup environments

Education

• Bachelor's degree in relevant field

Additional Requirements

• 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
• 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