Job Description
We are seeking a **Product Success Lead, Voice of Customer & Engagement Insights **to help maximize the adoption, value and continuous improvement of our global Voice of Customer capability.
In this role, you will help markets and business teams capture, understand and act on customer feedback in a consistent, meaningful and measurable way. You will work closely with Product Management, Analytics, Delivery, and market stakeholders to ensure Voice of Customer insights are translated into better digital experiences, stronger customer engagement and continuous product improvement, and that market feedback and customer insights are clearly represented in product priorities and roadmap decisions.
The successful candidate will bring experience across product success, customer insights, Voice of Customer, digital engagement and analytics. You will be comfortable working across global markets, connecting feedback with engagement data, and turning insights into practical recommendations that improve customer journeys, product adoption and business value.
This is a market-facing role for someone who is passionate about helping teams listen to customers, understand their needs and use those insights to improve digital products and customer experiences.
Primary responsibilities
Drive product adoption and value realisation
Lead product success activities for the global Voice of Customer capability. Support market onboarding, enablement and best practice sharing so teams can confidently use VoC across new product launches, campaigns, digital journeys and customer experience improvement initiatives.
Turn customer feedback into actionable insight
Analyze survey results, free-text feedback, sentiment themes and customer experience metrics to identify friction points, unmet needs and improvement opportunities. Translate findings into clear recommendations for product, channel and journey improvements.
Support survey standards and governance
Enable consistent use of survey templates, question libraries, tagging, reporting standards and customer experience metrics such as NPS, CSAT and CES. Help ensure feedback is captured in a structured, comparable and compliant way across markets.
Inform product improvement
Translate market feedback, adoption learnings and customer insights into clear product opportunities, enhancement recommendations and prioritization inputs. Partner with the Product Manager and broader product team to ensure product improvements are informed by real customer and market needs.
Communicate value clearly
Prepare concise updates, insight summaries and reporting that show adoption progress, customer feedback themes, engagement insights, improvement actions and value delivered.
Required qualifications
Education
- Bachelor’s degree in Business, Information Systems, Technology, Analytics or a related field.
- Equivalent practical experience in product success, product management, customer insights, customer experience, analytics roles.
Experience & skills
- Experience in pharma, healthcare, life sciences or another regulated global organization.
- Experience with VoC, survey, sentiment analysis, customer analytics or customer engagement platforms such as Screver, Qualtrics, Salesforce, Adobe, Power BI, or similar.
- Experience connecting customer feedback with engagement data across channels such as email, web, CRM, portals, events, social media or marketing automation.
- Experience supporting digital products used across multiple markets, regions or business units.
- Familiarity with Agile ways of working, Jira, Confluence, product backlogs, user stories, acceptance criteria or release planning.
- Certification or training in Voice of Customer, Customer Experience, Product Management, Agile, Data Analytics, Design Thinking or Digital Transformation
What we offer
- Exciting work in a great team, global projects, international environment
- Opportunity to learn and grow professionally within the company globally
- Hybrid working model, flexible role pattern
- Competitive salary & incentive pay
- Pension and health insurance contributions
- Internal reward system and referral scheme
- **5 **weeks annual leave, **5 **sick days, **15 **days of certified sick leave paid above statutory requirements annually, **40 **paid hours annually for volunteering activities, **12 **weeks of parental contribution
- Cafeteria for tax free benefits according to your choice (meal vouchers, sport, culture, health, travel, etc.), Multisport Card
- Vodafone, Raiffeisen Bank, Foodora, and discount programmes
- Up-to-date laptop and iPhone
- Parking in the garage, showers, refreshments, massage chairs, library, music corner
Ready to take up the challenge? Apply now!
Know anybody who might be interested? Refer this job!
**Required Skills: **
Biological Sciences, Client Counseling, Customer Engagement, Customer Experience Improvement, Customer Feedback, Customer Insights, Customer Service Management, Digital Products, Emerging Technologies, Life Science, Microsoft Power Business Intelligence (BI), Operational Acceptance Testing (OAT), Product Backlog Management, Product Lifecycle, Product Management, Requirements Management, Solution Architecture, Stakeholder Relationship Management, Technical Advice, User Experience (UX) Design, Waterfall Model
**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:
No relocation
VISA Sponsorship:
No
Travel Requirements:
10%
Flexible Work Arrangements:
Hybrid
Shift:
1st - Day
Valid Driving License:
No
Hazardous Material(s):
n/a
Job Posting End Date:
06/15/2026
***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. **