Associate Director US Oncology Portfolio Patient Adherence Customer Experience
Apply NowCompany: Merck & Co, Inc
Location: North Wales, PA 19454
Description:
Job Description
As the Portfolio Patient Adherence Customer Experience (CX) Strategist, you will be responsible for driving customer-centric strategies and data analytics to help us transform the patient experience with an emerging patient support offering. Your experience will be critical in optimizing the customer experience framework, offerings, and identifying untapped market opportunities. Through data driven decision making and a customer focused approach, you will help our Company's Oncology continue to deliver innovative solutions that meet the evolving needs of our patients.
Strategy & Leadership:
Customer Experience (CX) & Implementation Innovation:
Stakeholder Management:
KPIs and Metrics:
Experience and Skills
Education
Required Experience
Preferred Experience
Position location: Upper Gwynedd, PA (hybrid work model)
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.
As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
EEOC Know Your Rights
EEOC GINA Supplement
We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.
Learn more about your rights, including under California, Colorado and other US State Acts
U.S. Hybrid Work Model
Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance
Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, 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:
Hybrid
Shift:
1st - Day
Valid Driving License:
No
Hazardous Material(s):
NA
Job Posting End Date:
04/30/2025
*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.
As the Portfolio Patient Adherence Customer Experience (CX) Strategist, you will be responsible for driving customer-centric strategies and data analytics to help us transform the patient experience with an emerging patient support offering. Your experience will be critical in optimizing the customer experience framework, offerings, and identifying untapped market opportunities. Through data driven decision making and a customer focused approach, you will help our Company's Oncology continue to deliver innovative solutions that meet the evolving needs of our patients.
Strategy & Leadership:
- Develop and implement comprehensive CX experience Strategy with a focus to improve adherence and persistence through improved predication and data driven insights.
- Identify new and innovative channels to enhance and ensure a seamless experience for patients on our products.
- Lead and build a one-of-a-kind and rich patient level data set across our ecosystem.
- Utilize customer insights and data to drive continuous improvement in our services and offerings.
- Lead implementation of data driven frameworks to optimize customer touchpoints and reduce friction and barriers to continuing therapy.
- Initiate and oversee voice of customer (VOC) approaches and ensure insights drive meaningful improvements.
- Lead organizational change management for innovative behavioral based adherence frameworks and touchpoints.
- Co-lead internal portfolio patient strategy frameworks with portfolio HCP lead for a cohesive customer centric strategy.
Customer Experience (CX) & Implementation Innovation:
- Identify opportunities for innovating in customer experience and patient support through innovative technologies and methodologies.
- Drive transformation of patient support ecosystem and offering to support full Oncology portfolio.
- Analyze existing experience and workflows to identify opportunities for optimization and automation.
- Manage continuous improvements on behalf of the BU ensuring seamless integrations with existing processes and new platforms driving simplification and modernization.
- Develop and manage CX data analytics framework for actionable customer insights.
- Implement and maximize AI and machine learning solutions across ecosystem.
Stakeholder Management:
- Coordinate with Portfolio HCP Team to maximize a cohesive customer centric strategy.
- Consult with internal stakeholders to accelerate insight driven approaches to inform future patient adherence strategies and seamless integrations across ecosystem.
- Partner with internal innovations teams to ensure alignment with portfolio strategy and identified opportunity spaces.
- Engage with internal stakeholders to identify new and innovative ways to build and leverage customer datasets across our ecosystem.
- Evaluate and identify opportunities to partner with external vendors and platforms to reduce frictions and barriers for a simplified experience.
KPIs and Metrics:
- Establish and monitor CX and Adherence key performance indicators (KPIs) related to customer satisfaction, retention, and improvement in persistence.
- Integrate KPIs and CX data insights into our internal strategic frameworks.
- Establish a framework to keep a pulse and communicate key macrotrends to inform and optimize our CX across our ecosystem.
Experience and Skills
- Strong collaboration skills including influencing with and without authority.
- Strong relationship builder who can establish critical connections within the Consumer and Health Care Provider (HCP) marketing teams, other cross functional areas such as Legal, Compliance, Regulatory, Promotions and Global Communications and joint venture partners.
- Ability to work in ambiguous situations, working outside existing processes or structures to overcome challenges.
- Test and learn mindset to drive culture of innovation; committed to applying agile values, principles and practices.
- Strong people management skills including coaching, and career development.
Education
- Required: Bachelor's degree (BA/BS)
- Preferred: Master's degree (MBA)
Required Experience
- Minimum of 5-8 years pharmaceutical and/or consumer product goods marketing experience
- Demonstrated leadership and experience in Consumer Marketing, Behavioral Science, or Customer Experience.
- Strong leadership, problem solving, teamwork, analytical, written/verbal communication, and presentation skills.
- Requires approximately 10-20 % travel.
Preferred Experience
- Behavioral Science and Adherence Strategy
- Patient Support and/or Consulting experience
- Oncology marketing experience
- Product/Indication launch experience
- Experience working in the "Agile" framework
Position location: Upper Gwynedd, PA (hybrid work model)
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.
As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
EEOC Know Your Rights
EEOC GINA Supplement
We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.
Learn more about your rights, including under California, Colorado and other US State Acts
U.S. Hybrid Work Model
Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance
Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, 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:
Hybrid
Shift:
1st - Day
Valid Driving License:
No
Hazardous Material(s):
NA
Job Posting End Date:
04/30/2025
*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.