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Job Details

Merck & Co, Inc

Director, Customer Experience Strategist

Customer Service

Customer Service


North Wales, Pennsylvania, United States

Job Description

The Human Health Division (HH) has undergone significant transformation over the past few years, driven by an effort to shape Merck’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 Customer Experience Strategist Director 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 and stakeholders to define, design, and deploy exceptional experiences.

Position Description:


  • Uses customer research, data, market dynamics and competitive assessments to develop an end-to-end experience strategy for key stakeholders at our Company.
  • Advances equity in healthcare by uncovering disparities and developing strategies to support better treatment outcomes for underserved populations
  • Strong familiarity with various types of CX projects and process (e.g., CX launch strategy, CX optimization, behavior change)
  • Engages patients, caregivers, providers, key stakeholders in co-creating and continuously optimizing tactics, programs, and solutions
  • Program Design: Inform and approve requirements for solutions, with a focus on seamless and coordinated support across solution types
  • 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.
  • Understands core business principles and ability to internalize business strategies
  • 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.
  • Significant experience leading different types of primary and secondary research efforts.
  • Ability to draw on different types of frameworks to help surface insights and create new frameworks to meet unique project goal.
  • Proven skills in synthesizing a large body of data down to key insights that can be clearly communicated to teams and cross functional team members.
  • Solid understanding of the entire product development process and our Company’s capabilities in this process.
  • Helps push the team's knowledge about new and relevant product and user trends
  • Ability to activate the appropriate CX operating model that fits withinour Company’s culture and Business Unit needs.


  • Partner to build cohesive, effective cross functional teams: understand which type of skills are required to get the task done, create open and clear communication across team members, ensure respect and cooperation among team members.
  • Manage team upwards and downwards: help coach and guide junior team members; communicate progress and potential challenges to senior team members as they arise.
  • Culture: Support a culture of learning, smart risk-taking and experimentation
  • Demonstrates expertise using agile methodologies to prioritize, size and value work
  • Model a respect for legal and compliance requirements


  • 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.
  • Act as advocate for the business, helping communicate their goals and priorities to the internal team.
  • 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.
  • Manage CX project expenses: track project expenses, identify any potential issues and opportunities for efficiency.

Position Qualifications:

Education Minimum Requirement:

  • BA/BS degree

Required Experience and Skills:

  • A minimum of 7 years of healthcare business experience of which 5 years demonstrated direct marketing, digital, data, CRM, patient services and/or customer experience
  • 3+ years of hands-on experience designing and executing research or strategy program
  • Experience working on transformational programs or change management initiatives
  • Experience designing services and/or customer marketing
  • Can navigate a matrixed organization with ease
  • Graduate degree in business, research, social science (or related field) preferred
  • Portfolio required: 5-7 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.


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.


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:

EEOC Know Your Rights

EEOC GINA Supplement​

Pay Transparency Nondiscrimination

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.

Residents of Colorado:

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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:



No relocation

VISA Sponsorship:


Travel Requirements:

No Travel Required

Flexible Work Arrangements:



1st - Day

Valid Driving License:


Hazardous Material(s):

Requisition ID:R214937