Director, User Experience Support Portal

$149,400 - $235,100/Yr

Merck KGaA Darmstadt Germany - West Point, PA

Full-time - Senior

Onsite - West Point, PA

Chemical Manufacturing

About the position

The Director of User Experience Support Portal is responsible for aligning the digital experience strategy with organizational goals, enhancing the employee experience through the ServiceNow platform. This role involves stakeholder engagement, roadmap development, prioritization of user feedback, and continuous improvement of user experience design and usability. The director will also manage metrics and reporting to track the effectiveness of UX enhancements and ensure smooth adoption of new capabilities within the organization.

Responsibilities

• Align with the Digital Experience leader on the vision for employee experience using ServiceNow.
• Translate experience strategy into business requirements for ServiceNow products.
• Partner with internal stakeholders and IT support for effective experience management.
• Develop and maintain an integrated roadmap aligned with organizational goals.
• Collaborate with ServiceNow stakeholders to prioritize roadmap items based on user feedback.
• Maintain the requirements backlog and prioritize based on impact and feasibility.
• Drive user acceptance testing (UAT) and change management for UX improvements.
• Establish and track key performance metrics related to user experience components.
• Manage user research and usability testing to identify pain points.
• Drive continuous improvements in UX design and usability across ServiceNow products.

Requirements

• Bachelor's degree required.
• Minimum 5 years of product manager experience, working cross-functionally.
• Strong negotiation skills.
• Experience in user experience and customer experience, preferably in the pharmaceutical industry.
• Strong understanding of ServiceNow EC Pro Portal and its capabilities.
• Familiarity with UX design principles and user research methodologies.
• Strong communication and interpersonal skills.
• Ability to analyze data for product enhancements.
• Knowledge of agile methodologies.

Benefits

• Bonus eligibility
• Long term incentive if applicable
• Health care and other insurance benefits for employee and family
• Retirement benefits
• Paid holidays
• Vacation
• Sick days