Job Description

Associate Director, Customer Experience Strategist (Hybrid)

At Our Company we are investing in digital, data and analytics (DD&A) as we invent for life on behalf of patients around the world. We are seeking those who have a passion for using data, analytics, and insights to unearth powerful insights, to drive decision making, and to create customer experiences that will allow us to tackle some of the world’s greatest health threats. Within HH DD&A, we are transforming to bring the customer deeper into our thinking and our actions, across our Human Health organization.

The Customer Experience Strategy Associate Director is a key role that will contribute to building a best-in-class CX capability within our Human Health Digital Data and Analytics organization. This person will lead the design, development, and implementation of customer experiences using innovative CX methods and frameworks to acquire customers, build loyalty and uncover missed opportunities that provide value to our diverse customers and stakeholders.

CX is a broad and dynamic capability; therefore, we are seeking candidates with a unique perspective and contribution to the field. Those with an unwavering focus on customer and with backgrounds in CX, research, behavioral economics, media, and communications planning who are curious and energized by the potential of this role should apply.

The CX Strategy Associate Director will support global franchises, regions and markets in their planning and delivery of impactful digital experiences and service concepts. This role will use extensive CX experience to advise on the solving of complex global, regional and market level problems as well as driving the formulation of compelling solutions, applying a customer-centric mentality, and balancing quantitative and qualitative inputs to derive business-critical recommendations. The individual will be an excellent communicator and diverse and inclusive thinker and collaborator. They have experience working cross-functionally and involving and influencing different cultures, personalities, and perspectives.

Responsibilities:

• 
  Be a key leader in the definition and evolution of the CX capability in our Company, developing tools, methodologies and models that support our pursuit of excellence for our diverse customers and stakeholders
• Ensure a customer-centric perspective is reflected throughout our marketing processes, and support teams with process facilitation as part of specific use cases
• Apply sensemaking using data from multiple sources to identify compelling customer insights
• Support global franchises, markets, and regions with the processes of identifying customer needs, mapping user journeys and developing a vision for the ideal experience by researching, conceiving, sketching, prototyping and user-testing experiences for digital engagement and solutions
• Work closely with global, regional and market teams and partner agencies to translate and create concepts into user flows, wireframes, mock-ups and prototypes that lead to intuitive user experiences
• Help our internal teams make strategic design and user-experience choices based on data, in conjunction with deep Data and Advanced Analytics expertise
• Support global, regional, and local teams with taking a user-centered design approach that rapidly tests and iterates campaigns and solutions and embeds experimentation at its core
• Ability to connect customer and business metrics
• Upskill CX resources across our business through workshops / trainings, support of use cases or other types of engagement to ensure teams are best equipped to deliver innovative solutions and using centralized tools and systems that facilitate scale and learning
• Be part of an influential Community of Practice for customer experience, facilitating the sharing of capability-related insights and best practice

Job duties/expectations:

Ensures Integrated Focus on Customers

• Understand and map the user journey by inviting cross-functional teams into the planning process to break down internal silos
• Lead development and evolution of dynamic personas and customer journeys by synthesizing research and/or commissioning new insight work and brings in new methods and tools to identify insights to activation opportunities

Connects Shared Initiatives & Maps to Business Outcomes

• Aligns marketing activities and tactics to shared business objectives; decide on those “no-regrets” customer opportunities and measure the impact for the customer and the business
• Identify opportunities to continuously improve the experience against key customer and business goals leveraging data to analyze and optimize
• Lead agreement on standard measurements, balancing short and long-term approaches, as well as lagging and leading indicators

Champions Experimentation Efforts

• Identifies opportunities for live experimentation and partners with analytics for ongoing optimization

Key attributes beyond the hard skills:

• Unwavering customer focus – the voice of customer at all times
• Ability to listen, collaborate and influence
• Strong relationship building and partnerships
• Comfortable navigating ambiguous, complex, and evolving landscape
• Can bring diverse teams together in working sessions to get to valued outcomes, leveraging virtual and physical CX tools

• Brings a strong creative and media POV having worked extensively with creative and media partners

Our Human Health Division maintains a “patient first, profits later” ideology. The organization is comprised of sales, marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our medicines to our customers worldwide.

#Data2020

Who we are …

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Under New York City, Colorado State, Washington State, and California State law, the Company is required to provide a reasonable estimate of the salary range for this job. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate’s relevant skills, experience, and education.

Expected salary range:

$130,960.00 - $206,200.00

Available benefits include bonus eligibility, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. For Washington State Jobs, a summary of benefits is listed here.

Learn more about your rights, including under California, Colorado and other US State Acts

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

Domestic

VISA Sponsorship:

Yes

Travel Requirements:

25%

Flexible Work Arrangements:

Hybrid

Shift:

1st - Day

Valid Driving License:

No

Hazardous Material(s):

n/a

Requisition ID:R236655