Website Roche
Founded in 1896 in Basel, Switzerland, as one of the first industrial manufacturers of branded medicines, Roche has grown into the world’s largest biotechnology company and the global leader in in-vitro diagnostics. The company pursues scientific excellence to discover and develop medicines and diagnostics for improving and saving the lives of people around the world. We are a pioneer in personalised healthcare and want to further transform how healthcare is delivered to have an even greater impact. To provide the best care for each person we partner with many stakeholders and combine our strengths in Diagnostics and Pharma with data insights from the clinical practice.
Customer Engagement Operations Partner (location agnostic)
The Position
Important Note
The successful candidates will be hired in the same country/location where the candidate is residing.
Our Vision
Our vision is to make CX as transformative as our science and be known for consistently creating seamless customer experiences that are as innovative and impactful as our medicines.
This is why we are evolving the Middle East Omnichannel team – to make this a reality by integrating digital and face-to-face interactions seamlessly and allowing us to rapidly identify priorities to engage our customers and establish leadership in the prioritized therapeutic areas.
Purpose
As the Customer Engagement Operations Partner you are responsible for building our capability to capture, measure and report the external impact of our Omnichannel engagement. In this role you will be tasked with advancing the digital mindset and analytics maturity of the organization by helping it understand, analyze, and use data with confidence to continuously improve customer experience.
You will report directly to the Middle East Customer Experience and Omnichannel Engagement Lead.
Challenges
Provide fast and competent first line OCE-P support to all users in our region
Ensure Data management
Responsible for ensuring that the OCE-P tool meets the requirements of the field while being aligned with the broader ecosystem customer engagement strategic objectives
Support to end-users as a pool of experts how to best use the different functionalities
Enable an integrated suite of foundational technologies (EpiCX) that will help create more value and deliver on the triple win
Provide access to more data, generate richer customer insight, and design and deliver more personalized customer interactions across patient journeys and health systems
Work with the PPOCs (in-field roles) and internal teams to identify, design and measure key outcomes to measure success
Accountable for the facilitation of Training and Development of EpiCX products to ensure effective use of the systems by users
The affiliate point of contact and subject matter expert (SME) for EpiCX
Who You Are
Experience & Qualifications
Bachelor degree (scientific, technical, digital, economic or business degree). An advanced degree in Life sciences and/ or MBA is a plus
Confirmed experience in a digital and/or customer engagement strategic role within the healthcare
Proven digital/technical experience including HTML and CSS
Familiarity with CX and UX techniques
Deep understanding of patient journey(s) mapping and enabling engagement at the specialist level
Broad knowledge and Practical experience of Omnichannel deployment
Experience in CRM management, Master data management (MDM) & analytics
Confirmed experience of designing and conducting market research
Strategic Thinker: Experience in tying CRM insights and various data analytics to realization of KPIs/Outcomes
Ability to simplify complex data into valuable strategic insights
Excellent analytical skills. Proficient in interpreting data and insights to measure impact
Understanding of developing Customer Centric Experience
Patient Focused
Team Player
Skills & Competencies
You are able to manage complexity
You possess excellent planning and executing skills
Agile ways of working
Focus on continuous improvement and learning
Enterprise view
Selfless, servant leader
Active listening and caring connection
Genuine interest in people and Courageously authentic
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.
To apply for this job please visit careers.roche.com.