Associate Director, Customer Experience & Digital Engagement

Associate Director, Customer Experience & Digital Engagement

  • Anywhere

Company Name:-
Merck

Job Location:-
North Wales, PA

Job Summary:-
Job detailsJob TypeFull-timeFull Job DescriptionJob Description
Our Marketing team are passionate about bringing our medicines and vaccines to our customers around the world.

Through digital listening and patient analytics, we are able to understand our customers’ needs and strive to provide solutions to meet them.

The Associate Director of User Experience (UX) and Digital Engagement Research is responsible for providing leadership to build and embed UX research capabilities across the Global Customer Insights function in support of our company’s digital engagement strategy.

The Associate Director will be responsible for balancing priorities and insights resources across the teams supporting the US digital engagement strategy.

The primary focus for each team is to improve the customer experience and optimize brand performance through a deep understanding of the customer experience provided by the UX and Insights team members.

The Associate Director will bring a strategic perspective on how to reveal what customers need by conducting primary research through an experience lens, exploring customer behaviors and motivations so that the marketing and digital engagement teams understand what is needed to ensure that customer experiences are relevant, useful, and meaningful.

This individual will collaborate with the Business Insights Management Team, Digital Engagement Teams (DETs) and brand research teams as a consultant and expert resource for development of comprehensive UX insights and analytics, study designs, implementation, and analysis to advance our company’s digital strategy.

The incumbent is responsible for understanding business challenges, managing agency partners, and collaborating with brand insights and analytics team members to guide the discovery of customer experience requirements.

This individual will conduct research studies where necessary, provide turn-key solutions and agency recommendations, and ensure alignment, consistency, executional excellence, and compliance.

In this role, the individual will be expected to develop and socialize best practices.

The Associate Director performs these functions fully independently and at a high level of achievement with minimal managerial assistance while

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