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Head of eCommerce Customer Research

Company: Merck
Location: Saint Louis
Posted on: April 8, 2021

Job Description:

Experience the joy of curiosity, search for a job Click here for additional search options Your role
As part of our eBusiness Solutions organization, you will have the opportunity to work on the leading website in the life science industry to shape the overall customer experience and support the development of our digital strategy based on insights. The Head of eCommerce Customer Research will lead a team that delivers market, customer and competitive insights that will be used to enhance the ecommerce experience and drive business value. In this influential role you will be able to advise and direct strategic decisions through your in-depth knowledge and advocacy of our customers, their behaviors and needs. As the Head of eBusiness Customer Research you will be responsible for the development of research plans that tell a comprehensive story of the digital customer journey and identify opportunities for improvement and to address unmet needs. Your research will include, but not be limited to user experience, customer satisfaction, visitor segmentation, share of wallet, purchase and brand tracker studies. You will design, execute and socialize customer research projects. You will translate data from multiple sources (quantitative & qualitative studies, UX research, customer transaction data, and website activity) into meaningful recommendations aimed at enhancing our customer understanding and propelling digital innovation. You will measure and track customer focused KPIs to ensure progress against business objectives as well as identify new opportunity areas to explore. You will also deliver inspiring executive level communications and presentations to secure investments in our customer experience. This role can be located in St. Louis, MO,--Burlington, MA or remote. Who you are

  • 7+ years of experience leading customer research with a focus on eCommerce experiences and product and service purchase journeys including study development, analyzing & summarizing data, deriving insights and presenting findings.
  • 5+ years working with web analytics, site intercept surveys, panel surveys and other insight tools Preferred Requirements
    • Experience assessing, negotiating, and managing customer research vendors, including international sourcing, quantitative, and UX partners
    • Skilled at developing and executing customer research plans, deriving insights and translating them into actionable next steps
    • Advocate for functional expertise, able to appropriately set internal client expectations
    • Experience with statistical analysis including statistical & data analysis tools such as SAS, SQL, R, Tableau or similar
    • Demonstrated expertise in online user experience tools and technologies
    • Proven ability to think strategically and use insights to influence strategy
    • Ability to influence through clear and compelling written and oral presentations, storytelling
    • Proven ability to use data to make decisions and drive consensus
    • Team player and self-starter with excellent interpersonal, problem-solving and presentation skills
    • Strong collaboration across functions and locations, building relationships globally, seeking and creating alignment
    • Decisive in the face of ambiguity; nimble response to challenging decisions
    • Assertive with the ability to speak on behalf of the customer Job Requisition ID: 214611 Location: St. Louis Career Level: D - Professional (4-9 years) Working time model: full-time Careers during Covid-19
      Thank you for visiting our careers website, we are always looking for curious minds to join our teams. We understand how much the world is being impacted by the Covid-19 crisis and we want to assure you that your safety is very important to us. To ensure that everyone's health is protected, instead of a standard face-to-face interview, it is likely that you will be offered alternative digital interview options. US Disclosure
      The Company is an Equal Employment Opportunity--employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination. North America Disclosure
      The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our HR Services team at 855 444 5678 from--8:00am--to--5:30pm--ET Monday through Friday.

Keywords: Merck, St. Louis , Head of eCommerce Customer Research, Other , Saint Louis, Missouri

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