Director, Customer Experience Service Design

Job Description

The Human Health Division (HH) has undergone significant transformation over the past few years, driven by an effort to shape our Company’s future by building or enhancing core commercial capabilities.

In order to execute the strategy of being more adaptive and responsive to changing market needs, and to keep pace with the digital revolution happening in the marketplace, the US Market has identified a need to focus on Customer Experience through the development, installation, and realization of key capabilities that will allow us to achieve our vision.

The Director, Customer Experience Service Design will be responsible to design and steward future state experiences by developing service design blueprints, create low-fi prototypes and socialize CX related requirements. Specifically, they will partner with US Market leaders and stakeholders to define, design, and deploy exceptional experiences.

Position Description:

Responsibilities include but may not be limited to:

• Champions Service Design within the constraints of life sciences
• Lead holistic service design activities leveraging a variety of human centered design methods and frameworks
• Identify user types, scenarios, journeys, flow/decision maps and produce relevant documentation to convey vision
• Produce artifacts such as illustrated journey maps, service design blueprints, low-fi concept designs, service prototypes
• Co-creation: facilitate collaborative workshops
• Design and prototyping
• Seek out, aggregate, and conduct qualitative user research/insights in partnership with market research
• Design for both the target user’s experience and for our brand teams to implement and scale

Expertise and Knowledge

• Deep expertise in design thinking/human centered design
• In-depth knowledge and experience with a relevant service design discipline (System Design, Business Design, Industrial Design, Graphic Design, Interaction Design)
• Serve as an advisor to the greater team in developing support offerings for pharmaceuticals.
• Solid understanding of the entire development process and our Company’s capabilities in this process.
• Demonstrates expertise using agile methodologies to prioritize, size and value work
• Basic understanding of key customers (patients, HCP, and payer) needs and journey

Teamwork

• Distill business, customer, and partner constraints into digestible components for the design team.
• Instill project teams with the confidence and discipline to explore innovative design solutions while respecting deadlines.
• Be collaborative. Contribute to healthy team motivation and morale, offering emotional and logistical support.
• Culture: Support a culture of learning, smart risk-taking and experimentation
• Model a respect for legal and compliance requirements

Communication

• Communicate the story of work with all stakeholders.
• Analyze and respond to the business in a timely manner.
• Support iterate, test and scale of new service designs.
• Participate in the delivery of a range of projects, defining project scope, goals and deliverables in collaboration with key stakeholders.
• Establish relationships and liaise with key stakeholders through the project lifecycle.
• Work with program management to issue regular status reports and trouble shoot problem areas.
• Be the point person in collecting data that shows the impact thorough the solutions we bring to market.

Program Management

• Develop and deliver progress reports, requirements, documentation, and presentations.

Position Qualifications:

Education Minimum Requirement:

• BA/BS degree

Required Experience and Skills:

• 7+ years of professional experience in a design consultancy or equivalent position.
• 3+ years of healthcare experience
• Proven designs and experience of launched services that have been implements in the real world
• Ability to work within a self-directed culture and navigate ambiguity.
• Experience crafting a project vision, execution strategy
• Experience with concepting, ideations and iterative prototyping
• Ability to build and main strong working relationships with colleagues and key stakeholders
• Experience working on transformational programs or change management initiatives
• Degree in service design or related design degree
• Portfolio required: 3-5 examples of past experience that shows relevant expertise

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., 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.

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.

StrategyandPlanning

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.

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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.

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:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Requisition ID:R214937