Job Description
New Hires based in the US & Puerto Rico will be required to demonstrate that they have been fully vaccinated for Covid-19 or qualify for a medical or religious exemption or accommodation to this vaccination requirement, subject to applicable law.
Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.
The selected candidate will lead the IT User Experience team. The User Experience team works to make it as easy as possible for our Company's people to work with IT so that we, together, can focus on our mission to save and improve lives. The team does this by creating best in class experiences with IT Products and Services.
The selected candidate will lead a team consisting of both direct and indirect people resources. The team will collect insights and sentiment to help define themes which the team will systematically address to make it easy to work with IT. The candidate will be able to work independently but also as part of a larger team. The role consists of a combination of individual work and team leadership. For instance, the Director of User Experience provides thought leadership on Customer Service and Customer Experience. Also, the selected candidate will think strategically to identify actions which will have the biggest impact on employee sentiment about IT. Additionally, the candidate will be able to communicate a vision and actions taken to all levels of the organization.
In addition to this deep work, the candidate will be able to guide a team of direct employees and contractors to address UX issues. Also, the candidate will be able to influence additional indirect people resources to align to and execute the UX strategy. Additionally, the candidate will work with other parts of the Technology Infrastructure Operations and Experience (TIO&E) and Global End User Services (GEUS) organizations to partner on User Experience Improvements.
Education:

• B.A./B.S. in human computer interaction, user experience, computer science, engineering, information technology, management information systems, or related discipline.
• M.A./M.S. preferred.

Prerequisites:

• Knowledge of best-in-class Customer Service best practices and techniques.
• Experience with Customer Service and Service organization best practices
• Ability to analyze and collect data and insights and use it to drive decisions.
• Experience leading and driving large, enterprise, strategic technology initiatives.
• Ability to drive and lead teams consisting of both direct and indirect people resources.
• Global mindset and a demonstrated ability to work effectively with and develop and nurture relationships and networks with global teams and organizations.
• Excellent interpersonal and communication skills and proven ability to network internally and externally and work effectively with all organizational levels.
• Demonstrated ability to build and lead agile teams.
• Understanding on how to utilize the leaders and resources available to drive progress.
• Should be comfortable testing the status quo and possess ability to convince and manage stakeholders.

Preferred:

• Experience in the Pharmaceutical industry.
• Expertise with Customer and User Experience and Design Thinking.
• Experience working with best-in-class customer service organizations.
• Product Management expertise and experience building and successfully evolving technology products.

Our Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.
Who we are ...
We are known as Merck & Co., Inc., Kenilworth, 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.
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 Poster
EEOC GINA Supplement
OFCCP EEO 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.
Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, 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:
Regular
Relocation:
No relocation
VISA Sponsorship:
No
Travel Requirements:
10%
Flexible Work Arrangements:
Telecommuting
Shift:
Valid Driving License:
Hazardous Material(s):
Number of Openings:
1