Customer Experience Lead (BB-56B59)

Found in: Neuvoo DK


Job Description

Do you want to champion a customer-centric culture and continue our drive for a world-class customer experience? Do you enjoy working in an international environment and did you always want to work in a company where your work can have a real impact on people’s lives? We would like to meet you!

We have an exciting new opportunity for a Customer Experience (CX) Lead for the Mid Europe Region (MER).

As a CX Lead your main responsibility will be supporting the MER-region in becoming a leader driving Innovative customer experience & differentiating vs our competitors. Shaping the CX strategy and driving CX maturity across the region supporting markets in their delivery of impactful customer outcomes that provide value to their customers and to their business. Ensuring strong collaboration and alignment with the Global Customer experience group

As part of the Human Health Global Pharma Marketing Organization as well as the MER Regional Commercial Organization, the CX Lead reports to the MER Region Chief Marketing Officer

Main responsibilities:

Work closely with the CMO (MER-region) defining the CX strategy

Drive CX Community of practice

  • Lead CX Community steers the MER CX CoP, connects teams across CX

  • Work closely with market leaders and CX specialists to identify and give recommendations on optimal staffing & resourcing

  • Evolving Markets CX Capabilities

  • Shape the upskilling strategy for the CX Community and cultivate the required CX mindset across commercial teams

  • Work closely with CX markets to ensure the delivery of impactful digital experiences ongoing customer omnichannel engagement with clear customer outcomes providing value to the customers and the business.

  • Work closely with CX markets to ensure support and training needs adapted to the maturity stage the market is in the DD&A (Digital Data & Analytics) roadmap.

  • Working closely with CX Market advise on the solving of complex market- and cluster-level problems.

  • Work with the marketing organization to upskill customer-focused mindset and strategy / digital awareness/digital capabilities to sustain new practices

  • CX Regional Maturity:

  • Prioritize business problems & opportunities based on defined use-cases and working in collaboration with the Digital Program Realization Lead applying right mix of analytics (descriptive, diagnostic, predictive/prescriptive)

  • Connect capabilities around the customer (IT, data & analytics, Learning & Development etc.) to deliver and help test innovative value propositions to solve customer problems

  • Leads Omnichannel Delivery Squad driving formulation of compelling solutions improving CX, applying a Personalized customer experience

  • Supports Delivery Squads within the DD&A CX Portfolio Epics to enhance CX within the solutions and use cases they are driving across the region

  • Ensures close FU on CX innovative solutions developed across the industry and in other industries

  • Collaboration with Global

  • Work closely with Digital Marketing & Commercial Excellence organizational ensuring alignment with the global specifically the Customer Experience & Omnichannel Strategy group and collaboration on new use case launch and scaling of existing ones

  • Contribute to and participate in global CX Communities of Practice

  • Your profile

  • 4+ years of CX, customer journey, customer blueprinting or human cantered design

  • BS/BA degree is required

  • Strong digital and omni-channel experiences implementing innovative customer solutions using experience design

  • An incredibly passionate, curious and creative problem solver who can look for trends and new technologies to enhance our digital customer experiences

  • Self-organized and structured, with the ability to define your own tasks

  • Someone who is intensely collaborative, and can balance gaining buy-in with an ability to decide what is right for their project

  • Strong influencing, negotiation and communication skills (written, verbal, presentation) with the ability to be a thought partner/coach to clients and internal team leading without authority

  • Knowledge & Experience working in Agile teams

  • Position requires approximately 25-40 % travel.

  • Position preferably based in Switzerland

  • What we offer

    We welcome you to a truly global, dynamic and challenging environment with great opportunities for personal development. Our benefits are very competitive, and the summary below will give you an idea of what you can expect.

  • Competitive salary;

  • Attractive collective health care insurance package with considerable reduction rates;

  • Solid Pension Plan;

  • Incentive Plan;

  • Numerous training, coaching and e-learning modules for long term job opportunities and development

  • 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.

    We are driven by our purpose to develop and deliver innovative products that save and improve lives. With 69,000 employees operating in more than 140 countries, we offer state of the art laboratories, plants and offices that are designed to Inspire our employees as we learn, develop and grow in our careers. We are proud of our 125 years of service to humanity and continue to be one of the world’s biggest investors in Research & Development.

    What we look for …

    In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together we will continue Inventing For Life, Impacting Lives while Inspiring Your Career Growth.




    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:


    Valid Driving License:

    Hazardous Material(s):

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