Director, CX Excellence Lead; Commercial Forward Impact Team

Director, CX Excellence Lead (Commercial Forward Impact Team)

• United States - New York - New York City

We’re in relentless pursuit of breakthroughs that change patients’ lives. We innovate every day to make the world a healthier place.

To fully realize Pfizer’s purpose – Breakthroughs that change patients’ lives – we have established a clear set of expectations regarding “what” we need to achieve for patients and “how” we will go about achieving those goals.

Pfizer Digital takes immense pride in being at the forefront of innovation, harnessing cutting‑edge smart technology that profoundly impacts the lives of our patients.

Pfizer offers competitive compensation and benefits programs designed to meet the diverse needs of our colleagues.

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 Director of CX Pod Excellence leads and develops a team of CX Leads who are embedded across Commercial Forward Impact Teams, driving customer experience transformation at unprecedented scale and speed. This role is critical to proving that effective, AI‑augmented teams can deliver higher ROI compared to traditional models.

Operating at the intersection of people leadership, operational excellence, and customer experience innovation, the Director ensures consistent delivery of experiences while building a high‑performing team of CX practitioners. The role has responsibility for resource optimization, talent development, and maintaining quality standards across all FITs while fostering a culture of experimentation and continuous learning.

The Director balances strategic leadership with hands‑on delivery; personally leading projects during surge periods while coaching and developing CX Leads. You will work closely with stakeholders to ensure alignment, manage resource allocation dynamically, and establish the operational rhythms that enable our AI‑augmented model to succeed, all while building the next generation of CX leaders who can thrive in this transformative environment.

Director of CX Pod Excellence combines people leadership with hands‑on experience delivery, maintaining a strategic 60/40 split between managing the CX Lead team and directly leading Forward Impact Teams (FIT) initiatives.

This role oversees CX Leads (both Director and Manager levels) deployed across FIT, ensuring consistent excellence in customer experience delivery.

This position serves as the primary escalation point for all commercial FIT‑embedded CX practitioners, providing coaching, removing barriers, and ensuring resources are optimally allocated across the portfolio. The role requires exceptional people leadership skills combined with deep CX expertise to both guide others and demonstrate excellence through personal delivery. By maintaining direct pod involvement while leading the team, this director ensures coaching is grounded in current realities, not theoretical frameworks.

Success means every CX Lead delivers at their highest potential while Forward Impact Teams achieve unprecedented velocity and quality.

This role creates a unified CX Lead community across distributed teams, ensuring practitioners never feel isolated despite being embedded in different Forward Impact Teams. Through weekly team syncs, peer coaching circles, regular 1:1s focused on growth, and celebration of both individual and collective wins, this leader builds a culture where CX Leads support each other while maintaining Forward Impact Teams accountability.

• Lead, develop, and inspire CX Leads (mix of Directors and Managers) embedded across FIT pods
• Manage resource allocation and capacity planning across FIT pods, making dynamic adjustments based on priorities
• Provide coaching and mentorship on complex CX challenges, serving as escalation point for difficult situations
• Build talent pipeline through hiring, onboarding, and succession planning for CX Lead roles
• Partner with internal stakeholders to…