Darren Feenan, CCXP

I’ve dedicated nearly 30 years to Pfizer, beginning my journey as a trainee medical sales professional. Over time, I progressed through a variety of roles that shaped my understanding of customer needs and business impact. I started as a Trainee Sales Representative, then became a Sales Performance Coach, followed by Sales Director for Ireland, and later a Regional Sales Manager in the UK, where I was responsible for over £100 million in annual sales.

These early roles taught me the importance of listening closely to customers and responding to real-world challenges, whether it was navigating supply issues or supporting healthcare professionals with continuing medical education. That foundation has stayed with me throughout my career.

As I moved into more digitally focused roles like UK Digital Sales Team Lead and Customer Facing Digital Lead, I deepened my expertise in customer engagement and digital transformation. These experiences helped me understand how technology can enhance, not replace human connection.

Today, I am the Customer Experience & Activation Lead for Pfizer’s International Markets (excluding the US). In this role, I help shape (and implement) our customer experience strategy across diverse geographies, working to make every interaction simpler, more relevant, and more impactful, whether for healthcare professionals, patients, or internal teams.

I believe customer experience is about more than just metrics, it’s about empathy, clarity, and purpose. Whether I’m leading workshops, building frameworks, or mentoring colleagues, my goal is always the same: to make every interaction count, to make every interaction our customers have great and help our organisation grow through meaningful, human-centred experiences.