Omnichannel CX Chapter Lead

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

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 LATAM 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.

We are looking for the Omnichannel CX Chapter Lead for the Tri- affiliate based in Lima, Perú or Quito, Ecuador; who will play a key leadership role in LATAM’s omnichannel customer engagement transformation. You will be responsible for designing the omnichannel customer strategy for Peru, Bolivia, Ecuador, Uruguay and Paraguay affiliates for prioritized Therapeutic Areas to address key local pain points in customer journeys and create personalized customer experiences to differentiate Roche’s medicines and ultimately drive business impact. In this role, you will be working closely with the LATAM Network Leads to translate and tailor the LATAM omnichannel strategy for Tri-Affiliate, setting strategic priorities to achieve the envisioned business outcomes.

As part of the extended Affiliate Leadership team for Perú, you will be directly reporting to the GM and partner closely with the LATAM Omnichannel Outcome Leads to define the strategic outcomes and design the strategy for each of the prioritized Therapeutic Areas for your market. In your role, you will be leading the affiliate DCE&I team, melding their technical areas of expertise and ensuring a seamless execution of the affiliate omnichannel Strategy.

Key responsibilities

• Develop the Omnichannel Strategy for Tri-Affiliate aligned to the defined LATAM Business Outcomes through a deep understanding of the local customer and patient journeys, market research/customer insights and evolving customer preferences and needs
• Act as a leader and role model for the Affiliate to encourage omnichannel transformation and mindset shift towards a data-driven and customer centric culture
• Drive implementation of the Omnichannel Strategy for Tri-Affiliate by providing clear direction to the team on specific priorities associated with the Business outcomes and through guidance from the Omnichannel Outcomes Leads
• Liaise and mobilize all Affiliate DCE&I team members to incorporate their respective technical expertise in the Omnichannel Strategy for Tri-Affiliate (Channel Specialist, CX Specialist) in order to ensure a seamless end-to-end customer experience across channels and touchpoints
• Acts as a trusted advisor to the local Enabling Team (ET), providing leadership and consultation in DCE&I related topics
• Work closely with the Network Omnichannel Outcomes Leads to take into consideration local requirements and priorities within the overall TA LATAM omnichannel strategy design
• Act as the primary point of contact for the Affiliate and the Network to set and guide along strategic priorities in order to achieve the desired business
• Create a culture of sharing and feedback within the affiliate and towards the LATAM network whereby best practices, lessons learned and synergies can be leveraged to iterate on the omnichannel strategy
• Manage and comply with any regulatory requirements related to the above activities
  
  

Your Profile:

• Bachelor degree (scientific, digital, economic or business degree). An advanced degree in Life sciences and/ or MBA is a plus
• Experience of minimum 5+ years in an omni-channel strategic role (CX management, Omnichannel strategy planning, design and implementation, insight generation, segmentation and profiling, performance evaluations). Experience within the pharmaceutical or healthcare industry will be differential.
• Experience of 5+ years in leading teams or leading large cross-functional projects. VACC (Visionary, Architect, Catalyst and Coach) leadership will be key to succeed in the role.
• Fluent in English and Spanish (oral & written) is mandatory.
• Collaborative Network Way of working, Digital Literacy, Outcomes Based Planning, Systemic Thinking, Customer Centricity and performance analytics are some key competences for the role.
  
  

Note: this role might have relocation benefits.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.