Omnichannel Customer Experience Partner

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The Position

Purpose

As a marketing expert and strategic leader, the Omnichannel Customer Experience Partner will enable assigned disease area teams (Pods) in their mission, to elevate the role we play as Roche in society - from mostly offering world-class medicines towards much more partnering, innovating and leading generative disruption, to ensure we deliver better outcomes for patients.

The Omnichannel Customer Experience Partner will work closely with the disease area teams, PPOCs and medical enablers to make omnichannel customer engagement an integral component of the affiliate strategy, sharing responsibility on the overall DA outcomes and ownership of the customer engagement tactics.

He/She will co-define the portfolio strategy and lead/contribute to related work packages/initiatives.

The Opportunity:

1. Actively contribute to the Outcomes Based Planning process with digital marketing and customer engagement expertise and quality customer insights.
2. Collaborate with (PPOC) Primary Point Of Contacts (eg. Patient Journey Partners) and relevant stakeholders to identify and analyze insights aligned to outcome defined by the Pod, owning the space relating to EpicX and relevant qualitative & quantitative insights.
3. Define customer segmentation strategy in association with local business needs and APAC Cx framework to implement successful customer experience strategies.
4. Work with Pods and other stakeholders such as The Lab or external agencies to create content and management and lead the deployment across all communication channels. Work closely with Pod(s) to define and drive disease area/product-level communications including working with the external agencies eg media.
5. Establish and own success signals for the affiliate’s omnichannel plans based on the APAC Cx framework, drive excellence in execution and create a measurable link to business outcomes.
6. Own the continuous learning and closed loop process for priority disease areas, taking into account existing global programs, systems and tools (EpiCX, Reimagine Segmentation, Insights Intelligence & Voice of Customer) and local customer pain points, creating a virtuous cycle of continuous improvement based on valuable customer insights.
7. Work closely with the APAC Cx Network to advocate for the affiliate’s omnichannel capability needs (e.g. data, channels, content) to be properly served and partner in the implementation of capability roadmaps.
8. Ensure all business activities within the ecosystem comply with relevant company SOPs, PhAMA Code of Conduct, iFPMA, Symphony (and of equivalence) and are of high ethical standards.

Who You Are:

You Have:

1. Bachelor degree (scientific, technical, digital, economic or business degree).
2. Confirmed experience in planning and delivering integrated omnichannel strategies, campaigns and programs.
3. Experience in insight generation processes, turning available data into actionable suggestions that can contribute to the desired outcomes for each disease area.
4. Experience in marketing or customer-facing roles ideally in healthcare, with a strong local market understanding and with deep understanding of the field engagement model and tactics.
5. Experience in leading cross-functional projects.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.