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Job Description
The associate specialist is part of the User Experience and Personas product team in the IT organization. As a CX Analyst, you will play a critical role in helping us to understand our customers (company colleagues internal and external and other key stakeholders). Will be responsible in helping support designing and administering surveys that will help create action plans to improve customer experience with IT and inform decision-making at all levels of the organization. The ideal candidate, as well as experience analysing and interpreting survey data. He or she will be skilled in both quantitative and qualitative data analysis and will be able to effectively communicate survey results to a variety of audiences.
The specialist is expected to have a strong customer focus and be familiar with working cross-geographically with IT and within our team.
Primary job responsibilities include:
• Drive UX improvement through data-driven decision-making and enhancing our customer journey.
• Design and administer surveys to collect customer feedback, ensuring the data collected is accurate and reliable.
• Develop and maintain dashboards that provide real-time insights into action tracker and feedback.
• Utilize analytical tools and techniques to identify key insights and present findings to stakeholders.
• Collaborate with cross-functional teams to develop actionable recommendations based on data analysis.
• Support the implementation of customer experience improvement initiatives.
• Maintain a high level of accuracy and attention to detail in data analysis and reporting.
• Effectively communicate complex information in a clear and concise manner through presentations and reports.
• Support Roadshows and Focus groups to promote GEUS products and collect user feedback.
• Support creative thinking by assisting with running Innovative challenges in Brightidea platform.
Education Minimum Requirement:
For this particular job position, the educational requirements mandate a high school degree as the minimum qualification. However, equal emphasis is placed on the candidate’s relevant job skills and experience. While a high school diploma is essential to demonstrate basic education and competence, it is the combination of practical skills, industry-specific knowledge, and hands-on experience that will truly make a candidate stand out. The ideal candidate will possess a balance of educational foundation and real-world expertise, ensuring they can effectively contribute to the role and hit the ground running.
Required Experience and Skills:
• Minimum of one (1) year customer service experience in IT or related industry
• Fluency in English reading/writing/ speaking
• Experience with survey design and methodology
• Experience with designing dashboards
• Excellent analytical and problem-solving skills
• Exceptional attention to detail
• Strong presentation skills and ability to communicate complex information clearly and concisely.
• Strong knowledge of MS Forms, Power BI and Power Automate
• 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, both business clients and IT, at all levels
• 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
#MSJR
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.
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.
We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
EEOC Know Your Rights
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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.
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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, 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”.
Under New York State, Colorado State, Washington State, and California State law, the Company is required to provide a reasonable estimate of the salary range for this job. 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.
Expected salary range:
$62,000.00 – $97,600.00
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.
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:
No Travel Required
Flexible Work Arrangements:
Hybrid
Shift:
Not Indicated
Valid Driving License:
No
Hazardous Material(s):
N/A
Job Posting End Date:
07/31/2024
• 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.
Job Posting End Date:07/31/2024
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.
Requisition ID:R302117
