Associate Director, Customer Experience Management Strategist (Hybrid)

Job title:

Associate Director, Customer Experience Management Strategist (Hybrid)

Company

MSD

Job description

Job DescriptionThe Customer Experience Management team drives impactful change through culture change, process, and analytic tools to drive better and faster decision-making within the organization.The CXM team serves as a customer advocate, partnering with leaders across the US Market to reimagine the customer experience and ensure that customers are at the center of every business decision.Associate Director, Customer Experience Management Strategist will report to the Director of Customer Experience Management within the US Market. This role will be the discipline lead within a project responsible for shaping the end-to end-experience in support of the Customer Experience Strategy. Specifically, they will partner with US Market leaders, operations, and stakeholders to discover, define, design, and deploy exceptional experiences.Position Description:Responsibilities:Uses customer research, data, market dynamics and competitive assessments to develop an end-to-end experience strategy for key stakeholders at our Company.Familiarity with various types of CX projects and process (e.g., CX launch strategy, CX optimization, CX measurement, behavior change etc…)Engages patients, caregivers, providers, key stakeholders in co-creating and continuously optimizing tactics, programs, and solutions.Define KPI’s and establish metrics to measure performance of designed experiences.Report on CX performance through the build and utilization of dashboards, research, and analytics.Supports business planning efforts for the brands by ensuring CX is integrated into brand plans, aligned to objectives, execution, & resourcing across the enterprise.Expertise and Knowledge:Knowledge of various research methods and which are the best to utilize in any given brand team challenge.Experience leading different types of primary and secondary research efforts.Ability to develop basic frameworks to help generate insights gained through research that lead to potential opportunity spacesProven skills at synthesizing insights gained through research and communicating effectively to a broader team.Awareness and interest in product trends and the impact of customer focused design on these trendsTeamwork:Ability to work with cross functional teams and communicate effectively across disciplines.Manage team upwards and downwards: help coach and guide team members; communicate progress and potential challenges to senior team members as they arise.Culture: Support a culture of learning, smart risk-taking and experimentationDemonstrates expertise using agile methodologies to prioritize, size and value work.Model a respect for legal and compliance requirements.Communication:Lead day to day CX correspondence, keeping key stakeholders apprised of progress and insights as they arise.Manage scheduling coordination for CX activities with teams and pull appropriate team members into status meetings where appropriate.Create clear and compelling storylines: Structure communications with business in a way that is compelling and logical.Project Management:Manage CX project deliverables and timeline: Ensure that business deliverables are met in a timely fashion and are aligned with business expectations.Identify and brainstorm ways to address any challenges to meet project timeframe.Position Qualifications:Education Minimum Requirement:BA/BSRequired Experience and Skills:A minimum of 5+ years of healthcare business experience of which 3 years demonstrated direct marketing, digital, data, CRM, patient services, and customer experience.3+ years of hands-on experience designing and executing research or strategy programs.Portfolio will be required to demonstrate 2-3 examples of past experience that shows relevant expertise.Preferred:Experience designing services and/or customer marketing.Graduate degree in business, research, social science (or related field).NOTICE FOR INTERNAL APPLICANTSIn accordance with 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 applyCurrent Contingent Workers applyUS 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 if you need an accommodation during the application or hiring process.We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: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.U.S. Hybrid Work ModelEffective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, generally Tuesday, Wednesday and either Monday or Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.Under New York State, 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: $135,500.00 – $213,400.00Available benefits include bonus eligibility, long term incentive if applicable, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. A summary of benefits is listed .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: RegularRelocation: No relocationVISA Sponsorship: NoTravel Requirements: 10%Flexible Work Arrangements: HybridShift: 1st – DayValid Driving License: NoHazardous Material(s): n/aJob Posting End Date: 08/14/2024*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Expected salary

Location

Gwynedd, PA – Wales

Job date

Fri, 02 Aug 2024 03:50:39 GMT

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