AI Transformation Lead for Customer Experience

Merck; North Wales (Montgomery County); Hybrid; USD 120,000 - 190,000; Full time

Job summary

Merck is seeking an Associate Director, AI Transformation to lead strategy, implementation, and continuous improvement of AI-enabled capabilities across our AI-driven customer service platforms. You will partner across functions to enhance customer experience, improve efficiency, and ensure compliance in a regulated healthcare setting.

This role requires strong leadership, change management, and stakeholder engagement, with a focus on scalable service delivery and governance of AI use in contact

Qualifications

• Bachelor’s degree in life sciences, business, health sciences, computer science, or related field.
• 5+ years of Salesforce and/or NiCE platform experience or similar CCaaS/CRM experience
• Demonstrated experience applying AI, automation, or analytics in a regulated environment.
• Strong understanding of compliance, privacy, quality and documentation standards in healthcare or life sciences.
• Effective communication skills for both technical and non-technical audiences.
• Excellent strategic thinking, project leadership, and change management skills.
• Strong analytical skills with the ability to interpret operational and performance data.
• Ability to manage multiple priorities and drive cross-functional consensus.

Responsibilities

• Partner with delivery and operations support teams in mapping functional requirements to Salesforce and NiCE features and functionality.
• Define and execute a strategic roadmap for the customer service platforms.
• Bridge the gap between traditional support operations and modern AI capabilities.
• Identify inefficiencies and deploy AI‑driven solutions that reduce friction for both customers and agents.
• Identify high‑value use cases for AI, including agent assist, knowledge retrieval, call summarization, intent classification, quality monitoring, and trend analytics.
• Lead cross‑functional governance for AI use, including risk assessment, validation, change management, and ongoing performance monitoring.
• Evaluate emerging AI technologies and vendor solutions to determine fit for purpose, scalability, and regulatory readiness.
• Champion adoption of AI‑enabled tools by CSC team.
• Define KPIs for AI tool adoption, deflection rates, CSAT impact, and operational cost savings.
• Ensure AI solutions operate within medical, legal, regulatory, privacy, and pharmacovigilance requirements.
• Collaborate with QA and compliance teams to establish validation, auditability, content controls, and human oversight processes.
• Help maintain alignment with standard operating procedures, data privacy standards, and documentation requirements.

Skills

Effective communication

Strategic thinking

Project leadership

Change management

Analytical skills

Cross-functional collaboration

Regulatory compliance

Privacy & documentation

Team leadership

Education

Bachelor's degree in life sciences, business, health sciences, CS, or related field

Tools

Salesforce

NiCE

Job description

Merck is seeking an Associate Director, AI Transformation to lead strategy, implementation, and continuous improvement of AI-enabled capabilities across our AI-driven customer service platforms. You will partner across functions to enhance customer experience, improve efficiency, and ensure compliance in a regulated healthcare setting.

This role requires strong leadership, change management, and stakeholder engagement, with a focus on scalable service delivery and governance of AI use in contact