Global Business Analyst, Digital Customer Servicing

Job Description This role will be based remotely from home from any location globally with no expectation to travel into the office.The Global Business Analyst, 360 Customer Servicing is a key role within the Global 360 Customer Servicing Product Team. As the voice of the customer, the 360 Customer Servicing Product team supports more advanced and complex products to identify opportunities to improve customer experience through servicing and support channels. By leveraging customer data and analysis, you are an subject matter expert with exemplary skills in product & data analysis with a proven track record of delivering adoption and retention value success in customer engagement and service level support, all against a backdrop of agile, product centric development and methodology. The Global Business Analyst, 360 Customer Servicing will work with and represent commercial business stakeholders to uncover and communicate user needs and assist in product discovery activities. Operate in close support of the Global Product Owner to analyse, report and track information to identify data patterns and customer pain points in collaboration with Digital Analytics as well as wider cross-functional teams to develop a scalable strategy, processes & digital product suite to drive customer self-service & offline support excellence, to delight our customer! Whilst this is not an IT role, a strong understanding and solid experience of digital customer engagement, servicing and experience and functional product development is critical to be successful.Responsibilities Applies a structured approach to discover, document, and manage business process, user, and stakeholder needs, including opportunity statements, use cases, insights, and requirements.

Gathers insight into customer experience, behaviour, motivation, and pain points. Exposes unarticulated problems and unmet needs.

Documents business process, business and user needs in the form of problem statements to make up the backlog. Facilitates the “how” with the 360 Customer Servicing Technical Product team.

Gains expertise in the business area at regional and market level to understand current and future commercial and operational processes as they relate to globalised customer support excellence

Conceptualizes commercial outcomes from business requirements, driving a customer-first mindset and leveraging real-world insight to drive strategic benefit across the commercial organization in alignment with product vision & strategy

Leverages business and user insight to help inform solutioning ideas and prioritization decisions to deliver valuable products

Introduces and inspires change at all stages of product development – evangelizing the culture, mission & vision for 360 Customer Servicing across the organization

Prior Experience:

4 years’ experience in a similar role, customer excellence, voice of the customer, management consulting experience, or strategy/operations experience at a large corporate organisation

Experience in Digital Commerce and business process design best practices as they relate to customer servicing operations.

Analytical skills and ability to translate data into actionable insights and decisions

Working experience on Scrum and other Agile methodologies

Ability to facilitate design workshops, document business requirements, create and manage user stories, story mapping

Ability to explain technical to non-technical audiences and commercial outcomes to technical audiences

Experience in working with enterprise level products such as SAP, Salesforce etc

Experience with JIRA or other comparable tools

Project experience spanning complex commerce platforms with integrations to WCMS, PIM, OMS, ERP, Payment gateways and CRM

Team player, proactive, confident with good communication

Highly developed organization and time management skills

Other Skills: Ability to drive results in agile environment and owns entire processes with ease

Ability to maximize effectiveness of team members and work effectively with global teams

Excellent communication skills, builds exceptional trust and confidence in relationships at all levels

Soft skills and the ability to identify and navigate cross-functionally in a complex, fast-paced organization

Ability to create a high-performing team across time-zones and global geography

A self-starter who leads by example and nurtures a high-performing team

Ability to juggle multiple tasks and assignments

Passionate about customer-first focus and customer experience

Collaborative approach to people, flexibility, and responsiveness

Our presence in the UK goes back a long way. For over 80 years, we’ve been researching, developing and supplying new medicines and vaccines that prevent and treat diseases that occur at every stage of life. Today we're one of the top five biopharmaceutical companies in the UK and employ over 2,000 people across five sites in Hertfordshire, Northumberland, Buckinghamshire, Edinburgh and London. We are officially certified by the Top Employer Institute and been awarded the exclusive Top Employer United Kingdom Certification for the second year running. New hires in office-based roles in the US & Puerto Rico will be required, subject to applicable law, to demonstrate that they have been fully vaccinated for COVID-19 or qualify for a medical or religious exemption to this vaccination requirement that can be accommodated without an undue burden to the operation. However, subject to applicable law, employees working in roles that the Company determines require routine collaboration with external stakeholders, such as employees in health services, customer facing commercial, or research based roles, will be required to be fully vaccinated as a condition of employment. Current Employees apply HERE (https://wd5.myworkday.com/msd/d/inst/1422$1533/rel-task/3001$14.htmld) Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld) 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 (https://survey.sogosurvey.com/r/aCdfqL) if you need an accommodation during the application or hiring process.For more information about personal rights under Equal Employment Opportunity, visit:EEOC Poster (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) EEOC GINA Supplement OFCCP EEO Supplement (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf) Pay Transparency Nondiscrimination 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. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.Search Firm Representatives Please Read CarefullyMerck & 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: RegularRelocation: No relocationVISA Sponsorship: NoTravel Requirements: 10%Flexible Work Arrangements: Hybrid, Remote WorkShift: Valid Driving License: NoHazardous Material(s): Number of Openings: 1Requisition ID: R189836