Associate Specialist, Voice of Customer & Analytics (Hybrid - Rahway, NJ)

Job Description

The VoC Assoc. specialist is part of the Voice of the Customer and Analytics product team in the IT organization. As an Assoc. specialist, you will play a critical role in helping us to understand our customers (company colleagues, internal and external, and other key stakeholders). You will be responsible for designing and conducting VoC deliverables, such as surveys, events, and interviews, and analyzing the collected data that will be used to create action plans to improve customer experience with IT and inform decision-makers at all levels of the organization. The ideal candidate will have experience designing and administering surveys, organizing and delivering events, and experience analyzing and interpreting collected data.

The specialist is expected to have a customer/user-centric mindset and be familiar with working cross-geographically with customers and within our team.

Primary job responsibilities include:

• Design, develop, and execute methods of continuous listening to collect end-user sentiment for various purposes.

• Conduct data analysis to identify trends, correlations, and other significant information.

• Present data analysis findings in a clear and concise manner, both verbally and in writing.

• Collaborate with customers and key stakeholders to determine the best way to collect user sentiment and understand our customers' needs.

• Design, plan, and orchestrate/deliver events, workshops, focus groups and other VoC engagements.

• Create and maintain working relationships with current and new stakeholders. To drive the improvement of user experience with IT.

• Continuously analyze and challenge end-to-end processes, make recommendations, and apply enhancements.

Education Minimum Requirement: 

• High School Diploma required.

Required Experience and Skills:

• Minimum of 1 year of experience with general knowledge of VoC methodologies and experience with project/event coordination.

• Fluency in English reading/writing/ speaking.

• Experience with survey design and methodology

• Experience with executing workshops, focus groups and other VoC methods

• Experience with designing dashboards

• Excellent analytical and problem-solving skills

• Exceptional attention to detail

• Sound coordination skills and event organization experience

• Strong presentation skills and ability to communicate complex information clearly and concisely.

• Proficient in the Microsoft 365 suite – especially Excel, MS Teams, MS Office, including OneNote, OneDrive, PowerPoint, SharePoint

• Strong collaboration skills and experience working with global teams

• Demonstrated flexibility and the ability to manage multiple, concurrent projects in a timely and efficient manner.

• Creative and innovative thinking, proactive approach, sound organizational skills and a good team player as well as individual contributor.

Desired Experience and Skills:

• Bachelor's Degree in mathematics, statistics, or related field

• Experience with Qualtrics, or similar survey and statistical software

• Experience working with large data sets.

• Project Management Experience

• Knowledge of MS Forms, Power BI and Power Automate

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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.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders).  Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

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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, generally Tuesday, Wednesday and either Monday or 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”.

The Company is required to provide a reasonable estimate of the salary range for this job in certain states and cities within the United States. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate’s relevant skills, experience, and education.

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Available benefits include bonus eligibility, long term incentive if applicable, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. A summary of benefits is listed here.

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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. 

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