Senior Manager, GBS HR, Portal and Onboarding Experience Lead

As Pfizer’s Colleague Experience & Services Enablement Lead, you will equip Pfizer colleagues with world-class training and adoption support. You will drive the strategic vision and execution of our ServiceNow portal and virtual agent, and lead our global onboarding cross-product experience.

Requirements

• 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
• 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
• 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
• 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

Benefits

• 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
• health benefits to include medical, prescription drug, dental and vision coverage