Job Description

Job Description

As a Director, Customer Experience (CX) Strategy, your main responsibility is to support our business in its continuous pursuit of impactful customer experience that provides value to our diverse customers and stakeholders and for our business. In this role, youll shape and drive CX Strategy and CX maturity across our enterprise. You will take complex problems and formulate compelling approaches to work towards differentiating go-to-market models and omnichannel customer experiences, applying a customer-centric mentality, and balancing customer inputs to lead business-critical recommendations.

In close collaboration with global franchise teams, regional and local market commercial teams, you will leverage the deep expertise that we have built-in customer experience, advanced analytics, content, social media and marketing technologies, and agile ways of working. You are a strong network-builder and inspiring communicator, with experience working cross-functionally and influencing different personalities and perspectives. In addition, you will need to have a strong commercial instinct, a track record for delivering results, and the ability to help structure large amounts of information around complex and far-reaching digital strategic plays in a variety of global markets. You are a high-energy, intellectually curious individual who can thrive in a demanding, collaborative, high performance, and constantly changing environment.

What youll do:

Responsibilities include but are not limited to:

* Work with commercial leaders to build CX capabilities in teams to bring the customer deeper into our thinking and our actions, to inform insight-led customer-focused strategies

* Develop progressive, personalized omnichannel strategies powered by advanced data & analytics and marketing technologies

* Champion customer mindset within our organization, increasing our levels of customer maturity

* Work in cross-functional teams, with Global franchises, regions, and local markets to deliver programs of significant value for our key customers and stakeholders

* Identify how we can bring greater relevance through our engagement with diverse customers and stakeholders

* Inform customer-focused omnichannel strategies connecting CX practices and methodologies with advanced data & analytics, Agile practices, digital marketing, content strategy, and marketing technologies

* Bring together connected capabilities around the needs of the customer (Commercial, IT, data & analytics, Legal & Compliance, Learning & Development etc..) to identify and help test innovative value propositions to solve customer problems

* Gather, analyze information, formulate and test hypotheses and assumptions

* Work closely with market Agile teams to create an environment for continuous experimentation and learning

* Shape and embed our own IP through the evolution of customer tools, methodologies, and practitioner guides and integrate these seamlessly with our existing commercial processes and frameworks

* In partnership with commercial leaders, share market-level learnings and use cases that can be scaled to other markets/regions; codify and productize to drive scale across our organization

* Build on your proven leadership skills and inspire others to further develop a learning culture

* Build strong relationships and create true followership by strengthening and growing our communities of practice

* Broaden the influence and application of customer experience, practices, tools, and methodologies to organizational disciplines and functions beyond commercial

* Collaborate with other team members and stakeholders across the Digital Marketing and Commercial Excellence team to ensure the latest thinking on CX is incorporated into key programs of work and learning resources available to markets

Experience:

* Minimum 8+ years experience in digital, marketing, and customer experience roles in reputed global companies

* Proven record of high performance and substantial achievements relating to growth-driving customer experiences in your past positions

* Deep understanding of customer behavior and relevant scientific methods and frameworks to support complex analysis of behavior change

* Exceptional analytical and quantitative problem-solving skills to inform commercial strategy

* Deep knowledge of customer and business metrics and how customer experience positively impacts business growth

* Omnichannel marketing experience you have been instrumental in building customer experiences within cross-functional teams. You have strong digital media, channel, data & analytics expertise and can speak authoritatively to the role each plays in supporting omnichannel strategic transformation within businesses

* You have proven experience in developing new customer value propositions with commercial teams and can mentor and teach others

* Confident using remote digital tools and techniques to both inspire teams and to bring practical application to their daily work

* Proven ability to work effectively with people at all levels in an organization

* Demonstrated leadership ability in a team environment

* Well organized, highly motivated, results-oriented with the ability to rebalance priorities and assume responsibility in a multi-tasking environment

* Deep understanding of digital channels and platforms through which we engage / will engage with our diverse customers and stakeholders

* Can share examples of having worked in Agile teams using Lean, Agile, and design thinking methodologies, principles, and values

Your profile:

* Results-driven, proactive, innovative, solutions-oriented, curious, and inspiring

* Marketing background with experience in how data and analytics informs customer outcomes

* Comfortable both inspiring and influencing senior internal audiences and providing hands-on support for CX and UX practitioners in our markets and through our Communities of Practice

* Initiative taker, eager to break new ground, create opportunities for others

* Resilient and a positive force for change. Can take learnings from failure to personally motivate and to motivate others

* Willingness to take personal risk - as seen through leadership roles - in work environment and extracurricular activities

* Innate ability to make the complex, simple

* Excellent presentation, negotiation, interpersonal and communication skills (verbal and written)

* Thrives in data-driven, collaborative, fast-paced organizations

Education:

* Bachelors degree or international equivalent from an accredited university

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.

Who we are

We are known as Merck & Co., Inc., Kenilworth, 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

In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together we will continue Inventing For Life, Impacting Lives while Inspiring Your Career Growth.

INVENT.

IMPACT.

INSPIRE.

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.

DIGITAL2020

US and Puerto Rico Residents Only:

If you need an accommodation for the application process please email us at staffingaadar@msd.com
For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster

EEOC GINA Supplement

OFCCP EEO Supplement

OFCCP Pay Transparency Rule

We are an equal opportunity employer, Minority/Female/Disability/Veteran proudly embracing diversity in all of its manifestations.

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, 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:

No relocation

VISA Sponsorship:

No

Travel Requirements:

25%

Flexible Work Arrangements:

Remote Work

Shift:

Valid Driving License:

Hazardous Material(s):

Number of Openings:

1
Requisition ID:R98365