Customer Experience and Analytics Specialist

Job Description

Position Overview:

The Customer Experience & Analytics Specialist is responsible for driving a unified, data-driven customer engagement strategy across omnichannel platforms, while enabling business units through advanced analytics and digital capabilities.

This role combines customer experience design, multichannel marketing execution, and advanced analytics to optimize healthcare professional (HCP) and patient engagement, improve business performance, and accelerate digital transformation across the organization.

The position acts as a bridge between strategy, execution, and insights, ensuring that customer-centricity is embedded into all commercial and medical interactions.

Key Responsibilities:

Customer Experience Strategy & Design

• Co-develop and implement customer and HCP engagement strategies based on segmentation, needs assessment, and behavioral insights.

• Identify customer pain points and design solutions to improve overall experience across touchpoints.

• Creation and continuous optimization of customer journey maps across digital and offline channels.

• Support the development of patient pathways and innovative solutions to improve access and experience.

Drive omnichannel engagement

• Define and execute multichannel marketing (MCM) strategies aligned with brand and franchise objectives.

• Identify and implement new communication channels to increase reach, frequency, and engagement quality.

• Optimize CRM/CLM tools and digital platforms (e.g., websites, MedEd, mConnect) to improve customer interactions.

• Drive digital acceleration initiatives to improve internal processes and customer engagement models.

Data Analytics & Insights Generation

• Analyze customer, campaign, and sales performance data to generate actionable business insights.

• Monitor website, CRM, and omnichannel performance trends and recommend continuous optimization actions.

• Support Sales Force Effectiveness analysis and performance tracking.

• Provide data-driven recommendations to agile teams and leadership for decision-making.

• Own AI-driven personalization and next-best-action models.

• Lead real-time decision ecosystems (dashboards → recommendations → automatic triggers).

Cross-Functional Collaboration & Project Leadership

• Collaborate with Brand Managers, Medical and Sales teams to implement integrated engagement strategies.

• Lead or coordinate cross-market and cross-functional projects to enhance customer experience.

• Ensure alignment of digital, marketing, and customer experience activities with overall business strategy.

• Manage relationships with internal and external partners (agencies, technical teams). 

Continuous Improvement & Innovations

• Continuously assess market trends, competitive practices, and emerging technologies in healthcare engagement.

• Initiate innovative omnichannel campaigns and digital solutions based on analytics insights.

• Promote a culture of experimentation, testing, and learning across business units.

• Ensure all activities comply with regulations, internal SOPs, and ethical standards.

• Maintain strict adherence to legal, medical, and compliance requirements in all customer interactions.

Key Deliverables

• Omnichannel campaign strategies and execution plans.

• Performance dashboards and monthly insight reports.

• Actionable recommendations to improve customer engagement and business performance.

• Digital acceleration initiatives and capability rollouts.

Your experience

• Background in Marketing, Business, Life Sciences, Computer Science or similar.

• Experience in digital, analytics, customer experience, or omnichannel roles (healthcare/pharmaceutical industry is a plus).

• Familiarity with CRM systems, marketing platforms, and analytics tools (Excel, dashboards, etc.).

• Proven ability to turn insights into real impact.

• Experience working in cross-functional environments (sales, medical, marketing).

Required Skills:

Customer Engagement, Customer Engagement Strategy, Customer Experience (CX), Customer Journey, Customer Service Improvement, Data Analytics, Digital Transformation

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply 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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

07/28/2026

*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.