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Merck Senior Specialist, CX Strategy in Boston, Massachusetts

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

Human Health has an ambition to improve patient and business outcomes around the world through digital, data, analytics and technology. Our ability to navigate our commercial model around the external environmental shifts, and internal changes to our portfolio, using these strategic capabilities will be key to our commercial success and ultimately decide how we fulfill our ambition.

The Digital Marketing and Commercial Excellence (DMCE) organization was stood up in early 2021 to accelerate our commercial transformation, with a focus on modernizing customer engagement for competitive advantage. We think about this from three angles:

  • How commercial teams develop and iterate strategy that bring value to patients, customers and our Company

  • How we engage with customers to build a relevant conversation and sustain long-term relationships

  • How we build a culture that sparks innovation, experimentation and empowers diverse and inclusion teams

Our role is to work with colleagues across the world with the goal of doubling the speed, impact and efficiency of our customer engagement over the next three years.

The DMCE organization consists of people with diverse backgrounds and skillsets. We have leaders who have gained extensive experience inside our Company, and from other large organizations and startups. We have people with deep experience in modern marketing and strategy, along with specialist capabilities. Examples include automation and marketing technology, customer experience, omnichannel marketing including social media, agile and change leadership, and content creation. Check out the DMCE manifesto ( for our team values and how we work.

The role

This role will join the Omnichannel Strategy and Customer Experience team with two areas of focus:

  • To join a cross functional team working on end-to-end global launches with an omnichannel focus

  • To help build and mature the Omnichannel and Customer Experience capabilities within Human Health

The role will report to Director, Customer Experience Strategy, and has the following responsibilities:

Role responsibilities ( includ ing but not limited to ) :

  • Member of cross-functional teams, working with Global franchises, regions, and local markets to deliver valued outcomes through our engagement with key customers & stakeholders

  • Guide commercial teams in mapping of healthcare and patient ecosystems, end to end customer journeys, and personas; use these to inform customer-focused strategies

  • Ensures the customer perspective is front of mind from early launch development to execution

  • Runs workshops with teams to develop insights to action (personas, customer journey mapping, systems mapping)

  • Partners with global franchise, omnichannel team, IT, Customer Intelligence and Analytics to ensure all customer insights and data are included and synthesized in development of launch campaign and overall customer experience

  • Provides input into customer performance indicators and helps implement feedback loops for post-launch experimentation

  • Bring together connected capabilities around the needs of the customer (Commercial, IT, data & analytics, Legal & Compliance, Learning & Development etc..) to identify and help test innovative value propositions to solve customer problems

  • Gather, analyze information, formulate and test hypotheses and assumptions

  • Work closely with local market Agile teams to help develop the right environments for experimentation and continuous learning

  • Guide and coach individual team members and mentor subject matter experts in the latest CX techniques and continually building our internal CX capabilities

  • Inform our own CX IP through practical use of customer tools, methodologies, and practitioner guides and integrate these seamlessly with our existing commercial processes and frameworks

  • In partnership with Leaders, share market-level learnings and use cases that can be scaled to other markets/regions; codify and productize to drive scale across our organization

  • Build on your proven leadership skills and inspire others to further develop a learning culture

  • Create a true followership by strengthening and growing our communities of practice

  • Broaden the influence and application of customer experience, practices, tools, and methodologies to organizational disciplines and functions beyond commercial

  • Collaborate with other team members and stakeholders across the Digital Marketing and Commercial Excellence team to ensure the latest thinking on CX is incorporated into key programs of work and learning resources available to markets

Your profile:

DMCE places emphasis on our company ways of working and all candidates should be able to demonstrate the following mindset and behaviors:

  • Knowing to Learning

  • Planning to Experimentation

  • Silos to Networks

  • Withholding to Sharing

  • Controlling to empowering

  • Your focus is on the customer and delivering on their needs

  • You are passionate about what you do, inspiring and influencing others – you’re a coach and mentor to those around you, at different levels of our organization

  • People seek you out to better understand, to see what good looks like and to satisfy curiosity

  • You have a test and learn mentality, equipped with the knowledge of methodologies, tools and approaches to build this into daily work

  • You’re results-driven, innovative, inspiring, solutions-oriented and intellectually curious

  • You are an initiative taker, eager to break new ground and create opportunities for others

  • You thrive in data-driven, collaborative, fast-paced organizations

Skills :

  • Experience in customer-focused roles in reputed global organizations

  • Deep understanding of patient, payer, policy-maker, healthcare professional needs and their roles within an increasingly complex, interconnected healthcare ecosystem

  • Confident using remote digital tools and interactive techniques to inspire teams in their creation of value, and to bring practical application to their daily work

  • Proven performance & achievements relating to growth-driving customer strategy & execution

  • Strong analytical and quantitative problem-solving skills: designing, informing, running and analyzing qualitative and quantitative market research and customer segmentation

  • Experienced in developing Customer Value Propositions using Business Model canvas

  • Familiar with Agile, Lean, and Design Thinking methodologies

  • You can demonstrate leadership qualities in team environments (see Your Profile)

  • You’re well organized, highly motivated, results-oriented with the ability to rebalance priorities

  • You have a strong understanding of omnichannel, particularly digital channels and platforms through which we engage with our diverse customers and stakeholders

  • You understand the technologies and data upon which seamless customer experiences are built and optimized

  • You have an innate ability to make the complex, simple

  • Your presentation, interpersonal and communication skills are excellent (verbal & written)


  • Bachelor’s degree or international equivalent from an accredited university


  • Up to 50% international travel

  • Must be able to travel to office sites on an as needed basis

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., 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.


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.

Residents of Colorado

Click here ( to request this role’s pay range.

Current Employees apply HERE ($1533/rel-task/3001$14.htmld)

Current Contingent Workers apply HERE ($4020.htmld)

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:



No relocation

VISA Sponsorship:


Travel Requirements:


Flexible Work Arrangements:

Remote Work


Valid Driving License:

Hazardous Material(s):

Number of Openings:


Requisition ID: R151309