A career at our company is an ongoing journey of discovery: our 60,300 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.
Your role:
The Corporate Service Experience Expert is a highly collaborative role providing functional leadership of global service experience management for the service portfolio of the Merck Group Functions. It includes the development, implementation, and stewardship of group-wide Service Experience Standards, as well as an Experience Management Framework covering technology, process, policy, and content impacts on the service experience.
To succeed in this role, you will need to develop, align, and steward group-wide Service Experience Standards in the scope of the “Experience Office (EXO)”.
Your responsibilities will also include identifying and prioritizing new opportunities and find creative ways to introduce and implement new & innovative approaches. You will use agile methodologies to support mapping out key employee journeys, address difficulties and make recommendations to improve the employee experience based on employee feedback. In addition, you will measure and assess relevance and impact of service adaptations (return on investment and customer analytics KPIs) and provide a respective dashboard, define approaches for EXO customer (employee) sounding and support the enablement of the Group Function organizations and employees through change and communications initiatives. You will collaborate closely with the Group Function Feedback and Satisfaction Management teams to assess root causes of customer complaints. Your responsibilities will include driving improvements in services and working with collaborators to identify process and policy improvement opportunities and champions a culture of continuous improvement.
Who you are:
- Degree in Customer/User Experience Management, Communications, Marketing, or related field
- Proven track record in Service/Customer/User Experience Management and implementation/application in a complex, cross-functional and global environment
- Relevant experience in consulting would be beneficial
- Service experience design capabilities
- Data analytics experience
- Highly collaborative mindset to engage with teams and stakeholders on all levels
- Can-do attitude with a focus on results
- Strong communication and visualization skills
- Customer-centric, growth oriented and innovative
- Work well independently as well as in a global (virtual) intercultural team
- Project management & change management beneficial
- English (proficient) – additional languages are a great plus
What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences.
We celebrate all dimensions of diversity. We believe that it drives excellence, innovation, and human progress. We care about our customers, patients, and our rich mix of people. This diversity strengthens our ability to lead in science and technology.
We are committed to creating access and opportunities for all and empower you to fulfil your ambitions. Our diverse businesses offer various career moves to seek new horizons.
Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to bring their curiosity to life!
Curious? Chat with one of our curious minds on our interactive Q&A platform and catch a glimpse of our people, values, and culture. You can also apply and find more information at https://jobs.vibrantm.com
If you would like to know more about what diversity, equity, and inclusion means to us, please visit https://www.merckgroup.com/en/company/press-positions.html