Senior Manager, GBS HR, Portal and Onboarding Experience Lead

Why Patients Need you

At Pfizer we innovate every day to make the world a healthier place. As Pfizers Colleague Experience & Services Enablement Lead you will equip Pfizer colleagues with world class training and adoption support so that our people can stay focused on scientific discoveries breakthrough products and quality healthcare for everyone.

As the Portal and Onboarding Experience Lead you will be responsible for driving the strategic vision and execution of our ServiceNow portal and virtual agent and leading our global onboarding cross-product experience. This role is pivotal in ensuring a seamless hire-to-retire journey for users optimizing operational efficiencies enhancing colleague satisfaction and transforming onboarding and portal interactions. Your leadership will result in streamlined processes and elevated stakeholder engagement ultimately contributing to the companys success.

What You will achieve

• Drive strategic vision and execution for ServiceNow GBS / PX portal and virtual agent and onboarding portals

• Create a high-quality hire to retire colleague experience supported by operational excellence

• Optimize operational efficiencies and enhance colleague satisfaction and transform onboarding journey and portal interactions.

• Support business objectives related to GBS PX CHRS and digital initiatives by streamlining processes and enhancing stakeholder engagement to drive efficiency and collaboration.

• Provide clear governance guidelines and benchmarks fostering consistency and effectiveness in operations and enhancing overall productivity and user experience

How You Will Achieve It

• Shares product level business needs and objectives while providing insight into product strategy and key outcomes expected

• Offer key insights on market trends and represent the voice of the customer to shape the product backlog supporting prioritization of work on the Product Roadmap through Objectives & Key Results (OKRs).

• Engage with key business stakeholders to understand needs and desired outcomes translating these effectively to the Product Manager and participate in collaboration sessions such as ideation sprint demos product councils and quarterly business reviews to support product development.

• Support business case development by engaging with business leads and stakeholders ensuring effective communication and socialization of project objectives

• Apply design thinking principles to develop user-focused portals and virtual agents that emphasize accessibility personalization and ease of use improving the overall employee experience.

• Collaborate with the Product Manager to provide subject matter expertise helping to define the problem statement target users needs and product vision while offering ongoing input and feedback on roadmaps and alignment with business objectives.

• Participate in agile methodologies and ceremonies to accelerate the development testing and deployment of ServiceNow solutions enabling swift adaptation to evolving needs and ongoing improvement.

• Continuously innovate and refine Fuse portal and onboarding portals experience to enhance user engagement and satisfaction.

• Contribute to special projects as needed utilizing expertise in process improvement and user experience

Fuse Portal

• Partner with ServiceNow Colleague Experiences Product Owner Portal on Fuse initiatives and the implementation of a unified Fuse and digital on demand portal

• Establish governance frameworks guidelines and benchmarks for ServiceNow operations to ensure consistent and effective service delivery.

• Collaborate with the user experience team to create effective mechanisms for evaluating implemented changes collecting user feedback and iterating based on insights to drive continuous improvement

• Work closely with stakeholders across GBS to establish clear objectives and outcomes for ServiceNow projects ensuring alignment with organizational goals and service delivery model

Onboarding Portal

• Design a seamless hire-to-retire experience by enhancing onboarding processes and boosting colleague satisfaction through intuitive portal interactions.

• In partnership with PX evaluate and enhance onboarding procedures to minimize manual tasks for onboarding associates boost automation improve the onboarding experience and pinpoint areas for improvement.

• Use data-driven insights to monitor and evaluate adoption and usage metrics ensuring alignment with strategic goals and enhancing overall productivity for hires hiring managers and onboarding associates

Qualifications

Must Have

• Applicant must have a Masters degree with 5 years of relevant experience; OR Bachelors degree with 6 years of relevant experience; OR Associates degree with 8 years of relevant experience; OR a high school diploma or equivalent with 10 years of relevant experience. Relevant experience includes working in a product model managing complex projects.

• Minimum 5 years experience in a complex global HR delivery environment

• Strong people leadership and the ability to bring out the best in teams

• Experience in HR business process improvement redesign operational management and project management

• Demonstrated track record of leveraging technology to drive automation and building and improving operational processes

• Ability to collaborate cross-functionally and seek diverse perspectives and build partnerships with stakeholders at all levels internally and externally

• 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.

Nice To Have

• Bachelors degree

• Strong understanding of ServiceNow and agile methodologies

• Cross-HR functional knowledge e.g. HR administration benefits and compensation staffing talent HRIS etc.

• Experience with Customer Service Technology (e.g. Case Management System Knowledge Base System)

• Innovative mindset and awareness of service excellence in order to propose new and creative solutions for continuous improvement in HR

Other Job Details:

• Last Date to Apply for Job: May 30 2025

• Additional Location Information: Tampa FL; San Jose Costa Rica

• Work Location Assignment:Must be able to work from assigned Pfizer office 2-3 days per week or as needed by the business

The annual base salary for this position ranges from $135100.00 to $225100.00. In addition this position is eligible for participation in Pfizers 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 lifes 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 (). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided applies to the Tampa FL location only. The salary range provided does not apply to any other United States location or locations outside of the United States.

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

People Experience