Global End User Services: Technology User

**Global End User Services: Technology User Researcher (Senior Specialist)**
- Opportunity to **be a part of a global Service Delivery/Management organization in Singapore**:

- ** Based in Singapore**, the regional hub for Asia Pacific (AP) and top-ranked biopharmaceutical company on The Straits Times and Statista’s list of Best Employers in Singapore for two consecutive years (2020, 2021).
- Join the **premier biopharmaceutical company** that has been in Singapore for more than **25 years and in AP for over 60 years.**

**WHAT YOU WILL DO**

**Primary Responsibilities**
- Design and execute user research projects to address topics ranging from the specific and targeted (e.g., customer journey map to solve user pain points) to the strategic and broad (e.g., concept testing a new offering to identify product market fit)
- Conduct industry benchmarking on end-user desktop tools and computing, as well as behavioural changes on technology usage
- Conduct market scanning and technology intelligence or analytics, improving experience of various user segments (e.g., corporate office, manufacturing, research & development, sales/marketing and business areas) with emerging technological capabilities and trends
- identify opportunities for innovation to eliminate pain-points and increase user satisfaction level
- Incorporate best practices from industry and external expertise to customer journey mapping and customer analytics
- Responsible for the entire life cycle of research, from designing the approach, to recruiting participants, conducting research, and analyzing results
- Conduct research and development work that includes the following:

- In-depth study into internal user pain-points and external market trends
- Plan and conduct user workshops or experiments to learn about users’ behaviours interacting with our products
- Assess technologies’ strengths and weaknesses
- Identify potential solutions and innovation
- Identify potential external partners for collaboration
- Experiment/pilot use-cases and document results
- Presentation to senior leadership
- Conduct workshops for collaborative insights e.g., design thinking, ideation
- Source for collaboration with partners from the industry, academia, and various government entities in technology development projects
- Partner closely with IT stakeholders, technical expertise, product managers, and user researchers to define and execute a research roadmap that is aligned with the corporate priorities
- Championing a user-centric approach within the whole organization by bringing along cross-functional stakeholders, while balancing business need

**Education Minimum Requirement**:

- MSc Degree or BSc Degree or equivalent with relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience

**Required Experience and Skills**:

- At least 5 years of relevant experience in technology and user research
- Strong background in IT end-user computing and customer experience/UX.
- Technical competency across IT technology stacks such as end-user computing, cloud, infrastructure, network, storage, data centers would be an advantage
- Experienced in Customer satisfaction metrics/KPIs would be an advantage
- Demonstrate a strong understanding of the user experience design process, and how user research is leveraged to improve data insights for decision-making and actions.
- Excellent communication skills, both orally and written, and an ability to build great relationships with stakeholders across the organization.

**WHO WE ARE**

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

**WHAT WE LOOK FOR**

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us — and start making your impact today.

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 in