Job Description
Lead experience strategy and comprehensive, integrated process and governance design, primarily for HCC (Healthcare Consumer; patients and the public) at a pharmaceutical company, drive HCC experience project management for specific diseases/products, and practice patient-first care.
As an Experience Design Strategist or Experience Designer, you will be responsible for experience design and strengthening organizational capabilities, primarily targeting HCC (patients/the public) as well as other key areas of the company.
You will be involved in the design process (research, ideation, design, prototyping, development, verification, and optimization) across all media (digital, offline, service) and all phases to create new engagement models and improve existing services and channels.
Because engagement initiatives must be addressed from the perspectives of CX and UX/UI design, we are also looking for experience designers with hands-on UX/UI skills and experience in experience design and strategy that leverages human-centered design, service design, and digital × data × AI.
*Actual duties will be determined based on current priorities.
【Role & Responsibilities】
Experience Design Strategy & Project Management
- Formulate experience strategies aligned with disease/product strategy and overall HCC experience value improvement, and lead cross-functional project promotion, prioritization, and decision-making.
- Formulate and manage processes and governance to provide comprehensive and integrated HCC experience value across the organization.
- Take a bird's-eye view of patient/public treatment experiences and healthcare professional treatment/prescription processes to identify essential issues and value to be provided, and translate them into strategies, initiatives, and roadmaps from a user perspective.
Research, Insight Generation, and Journey Design
- Design and conduct design research/user research targeting patients, healthcare professionals, and internal/external stakeholders, and derive insights by integrating qualitative and quantitative data.
- Discover unmet needs, barriers, and opportunity areas beyond superficial requests through interviews, observation, workshops, behavioral data analysis, etc., and convert them into initiative hypotheses.
- Lead the formulation of patient journeys, customer journeys, and ideal experience visions based on the needs of both patients and healthcare professionals.
Experience Strategy Execution via Digital × Data × AI Integration
- Design user experiences aligned with digital/data/AI utilization strategies, design and operate KPIs incorporating user perspectives to drive results, and continuously optimize.
- Collaborate with omnichannel, IT, and data teams to execute measurement design, A/B testing, and behavioral analysis to verify and improve UX in a data-driven manner.
UX/UI Design, Prototyping, Verification/Optimization
- Collaborate and cooperate with other departments to execute UX design, information architecture, UI design, and prototyping based on strategy.
- Verify hypotheses through user testing, usability evaluation, behavioral analysis, etc., and continuously improve experience quality and engagement.
- Promote business process design and IT implementation (requirements definition to functional design, development, and testing) across the board from a UX perspective, and support the transition to operations.
Change Management and Culture Building
- Standardize design methods and tools related to experience design for HCC, prepare easy-to-use manuals and environments from the perspective of internal/external users, and support their adoption.
- Deploy results and learnings obtained from verification within the organization, and support the establishment of a culture and capabilities that continuously evolve experience design, design research, UX/UI, and digital utilization.
【Required Experience & Professional Skills】
- Experience in introducing and establishing experience design in an organization, or experience in strategically applying experience design to projects and operations.
- Experience in coordinating and persuading complex stakeholders (business divisions, digital, IT, PR, external partners) to drive business.
- Experience in formulating strategies utilizing digital/data/AI, creating roadmaps for their realization, and promoting customer (user) experience design and operations.
- Experience and skills in experience design strategy and design (creation of personas, patient and healthcare professional journeys, experience maps, service blueprints, etc.).
- Practical experience in business process and governance design.
- Understanding of digital marketing tactical design to operations and MarTech (CMS/MA/SFA/Google Analytics, etc.).
- Facilitation skills using collaboration and whiteboard tools such as Mural or FigJam.
- High level of proficiency in Japanese (capable of explanation/consensus building, document creation/review internally and externally).
- Business-level English (written and verbal).
(Nice to have)
- Experience in formulating and executing experience design strategies for HCC or general consumers.
- Experience in understanding design tools including Figma, etc., and leading quality control and standardization for design teams.
- Experience or strong interest in promoting product/business transformation utilizing generative AI and data utilization.
- Experience in workshop design and facilitation, and a track record of proposing initiatives by integrating the results.
- Business knowledge in the pharmaceutical/healthcare field.
The pathway level will be determined based on discussions conducted in accordance with the interview evaluation.
Required Skills:
Data-Driven Decision Making, Developing Proposals, Environmental Scanning, Experience Design, Feasibility Studies, Patient Administration, Pharmaceutical Market, Portfolio Management, Project Management, Strategic Market Analysis, Strategic Thinking, User Experience Planning
Preferred Skills:
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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:
12/31/2026
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