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Corporate Service Experience Expert
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.
The Corporate Service Experience Expert is a highly collaborative role providing functional leadership of global Service Experience Management for the service portfolio of Group's 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.
You develop, align and steward group-wide Service Experience Standards in the scope of the “Experience Office" (EXO) for the Group Functions. Additionally you have the opportunity to develop and implement a Service Experience Management Framework covering technology, process, policy and content. An additional responsibility is to identify and prioritize new service and process opportunities against business objectives and find creative ways to introduce and implement new & innovative approaches. You are going to use agile methodologies to support mapping out key employee journeys, address difficulties and make recommendations to improve the employee experience based on employee feedback. Moreover, you are responsible for measuring and assessing relevance and impact of service adaptations (return on investment and customer analytics) and provide a respective dashboard. You define approaches for EXO customer (employee) sounding and support the enablement of the Group's Function organizations and employees through change and communications initiatives. You also work with stakeholders to identify process and policy improvement opportunities and champion a culture of continuous improvement
Who you are:
Functional skills & experience
- 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
- Proven 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
- Works well independently as well as in a global (virtual) intercultural team
- Project management & change management beneficial
- English (fluent) – additional languages are a 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. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. 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