Senior Manager, CX Adoption Analytics & Insights Lead

At Pfizer, our purpose is breakthroughs that change patients' lives. Pfizer is building AI capability at scale and the GTM and Adoption team makes Pfizer's AI platforms part of how 80,000 colleagues work. We find what blocks adoption, remove it, and measure the change in practice.
The Senior Manager, CX Adoption Analytics & Insights Lead is the data-driven engine of the team. Without deep telemetry, the rest of the team is guessing. This role tracks exactly who is using our internal AI Digital Platforms, how deeply they are engaging, and where they are encountering barriers, and turns that into numbers the whole team can act on.
This role explains why adoption stalls. When a metric misses, this role diagnoses whether it's a workflow-fit problem, a comprehension gap, a motivation gap, or something structural, and hands that diagnosis to the Head of GTM and Adoption to route to the right function. This role also draws the line between "completed training" or "joined a channel" and "actually adopted," so the team is never celebrating activity that doesn't hold up over time.
This role helps build organizational capability by establishing common measurement practices, enabling data-driven decision making, and helping stakeholders understand the behavioral drivers of successful adoption.
Analytics Leadership & Organizational Capability

• Establish standards, frameworks, and best practices for adoption measurement and behavioral analytics across adoption initiatives.

• Build organizational capability by enabling stakeholders to effectively interpret and apply adoption metrics, behavioral indicators, and value-realization measures.

• Facilitate knowledge sharing by communicating analytical insights, methodologies, and successful measurement approaches across business units.

• Influence business and product decisions through evidence-based recommendations and effective communication rather than formal authority.

Platform Engagement Baseline & Core Metrics

• Establish and own the engagement baseline for every colleague-facing platform.

• Track the two core success metrics: colleagues actively doing real work on the platform in the last 30 days, and the percentage of colleagues who would be "very disappointed" if it went away (the Sean Ellis test).

• Set the quarterly targets for both and ensure every other metric the team tracks connect back to them.

Adoption Telemetry & Drop-Off Analysis

• Define and track the behavioral metrics that matter depth of tool usage, breadth of features accessed, and long-term user retention.

• Identify exactly where users are experiencing friction and dropping out of the adoption lifecycle, down to the specific step.

Root-Cause Diagnostics & Routing

• Diagnose whether a missed metric reflects a workflow-fit problem, a comprehension gap, a motivation or awareness gap, or a structural/organizational barrier.

• Hand the diagnosis to the Head of GTM and Adoption with a clear recommendation for which function should own the fix.

• Trigger a root-cause review whenever a target misses.

Readiness Signals, Not Vanity Completion

• Partner with the Digital Learning Lead to track the gap between "completed a module" and "actually ready."

• Partner with the Peer Advocacy & Community Lead to track the gap between "joined a channel" and "actually engaged."

• Build measurement that shows whether a skill or behavior holds up weeks later, not just whether an activity happened once.

Cross-Functional Measurement Partnerships

• With the Peer Advocacy & Community Lead: define and track the community metrics that matter, posts published, reply and reaction rates, active participants, advocate activity, so the team knows which formats and channels genuinely engage colleagues.

• With the Digital Learning Lead: track progression through learning pathways by skill level, and whether colleagues are using the resources and tools they were trained on, not just starting or completing a module.

• With the Internal Communications & Activation Lead: track how campaigns and comms perform by channel and by audience segment, which messages, formats, and channels different segments respond to best.

• Synthesize all three views into a shared, cross-functional picture of best tactics, best channels, and best segments, so every function is learning from what is actually working across the team, not just their own data.

Value Delivery Measurement

• Partner with Experience Architecture and product owners to define what "value" means for each platform, time saved, error or rework reduction, quality of output, or colleague satisfaction, not just usage.

• Track leading indicators of value (in-product feedback, pulse surveys, self-reported time saved) alongside hard efficiency metrics, so the team knows whether colleagues are getting real value, not just showing up.

• Feed value findings into Value Realization Reporting so executive reporting reflects real value delivered, not just usage counts.

Targeted Re-Engagement Insights

• Feed real-time usage data to the Learning, Community, and Communication leads.

• Enable those leads to design highly targeted, localized re-activation campaigns and training assets for dormant users or specific departments struggling with adoption.

ROI & Value Realization Reporting

• Pair quantitative data with qualitative user feedback.

• Translate adoption data into business value, demonstrating the ROI of the team's efforts to executive stakeholders in a consistent, numbers-first format rather than anecdote.

• Prove that modern adoption tactics drive sustained organizational efficiency.

BASIC QUALIFICATIONS

• Bachelor's degree in Data Science, Analytics, Business, Marketing, or a related field.

• 6-8+ years of experience in product analytics, digital telemetry, or marketing growth analytics.

• Strong proficiency in data visualization tools (e.g., Tableau, PowerBI, others) and product analytics platforms.

• Experience establishing measurement standards, frameworks, or analytical methodologies that are adopted across multiple teams or business units.

• Demonstrated ability to influence business or product decisions through data storytelling, evidence-based recommendations, and cross-functional alignment.

• Experience designing and measuring user activation funnels and adoption metrics, including product-led growth metrics such as activation, retention cohorts, and PMF/Sean Ellis-style testing.

• Track record of setting KPI targets, building dashboards, and running a hypothesis-test-and-scale discipline rather than reporting metrics after the fact.

• Excellent data storytelling skills, with the ability to translate complex analytics into actionable briefs for non-technical stakeholders.

• Experience diagnosing root causes of adoption stalls (workflow fit, content gaps, motivation, organizational barriers) and routing findings to the right team.

• Comfort building and maintaining measurement partnerships across multiple functions (e.g., community, learning, marketing) so each function's data feeds a shared, cross-functional view rather than staying siloed.

• Experience defining and measuring value-delivery outcomes (time saved, error reduction, satisfaction, quality of output), not just usage or adoption metrics.

PREFERRED QUALIFICATIONS

• Experience working directly alongside product management, learning, or marketing teams in a growth-focused environment.

• Understanding of organizational network analysis (ONA) or workplace analytics.

• Familiarity with enterprise software telemetry and API integrations.

• Experience in pharmaceutical, healthcare, or other regulated enterprise environments.

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.
Work Location Assignment: Hybrid
The annual base salary for this position ranges from $124,400.00 to $207,400.00.* 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. * The annual base salary for this position in Tampa, FL ranges from $111,900.00 to $186,500.00. This role is posted in multiple locations. If you are applying for the role in an secondary job posting location where pay transparency regulations apply, your Talent Advisor will share the local pay information with you during the first interview.
Relocation assistance may be available based on business needs and/or eligibility.
Candidates must be authorized to be employed in the U.S. by any employer.
U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.
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.
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