Latest Employment Opportunities at Roche
ROLE: Africa Area – Customer Experience and Omnichannel Engagement Lead
Our Vision
Our mission is to make the customer experience as revolutionary as our science and to be known for consistently delivering seamless customer experiences that are as inventive and impactful as our medications. This is why we are extending the Africa Omnichannel approach to make this a reality by seamlessly integrating digital and face-to-face contacts, allowing us to quickly identify priorities to engage our customers and establish leadership in the priority therapeutic areas.
Summary
The new senior leadership position Africa Digital and Customer Experience Lead designs, shapes, and transforms the customer experience across Africa by incorporating integrated digital and personalized experiences to develop market approaches, drive business growth, uncover market-level efficiencies, and improve customer and patient experiences.
Global and local efforts, GPS, Pharma International, and Informatics will create a closed-loop omnichannel engagement approach in this new position. As an architect and catalyst, this leader will establish the African customer experience operating model and decide how tailored engagement, innovative marketing, and closed-loop input from customer-facing positions help us achieve our major goal. In addition to relevant functional expertise, strong enterprise leadership, the ability to articulate a vision and dive into the operational details to make it happen, transformative change management on a large scale, and experience working closely with various levels in Africa (and in Marketing, squad leaders, Affiliate Analytics & Insights, Medical, Finance, and Compliance) are needed.
You will create the Africa CX and Digital Customer Engagement Strategy to align with Global and iNET goals and ensure that our customer experiences are as meaningful as our science. The new CX, Digital, Data, Analytics, and Insights model in Africa combines targeted content, messaging, engagement models, and services to make digital customer engagement and customer experience principles a normal part of daily life. You will implement the CX and Digital components. This post requires collaboration with the Africa Network Enabling Team and a network of subject matter experts from Africa and beyond.
This job reports to the Africa Area Head and the global DCE&I leader for omnichannel engagement.
Challenges
- The Africa CX and Digital Customer Engagement strategy is integrated with the Global and iNET outcomes to guarantee that our customer experiences are as meaningful as our science.
- Implementing the CX and Digital components of Africa’s new CX, Digital, Data, Analytics, and Insights model, including team formation/coaching, strategic direction/vision, and coaching
- Integrating the newly created model into other critical company functions such as marketing, medical, policy/government relations, and information technology.
- Defining desired CX and digital objectives and empowering a network of leaders and/or senior specialists to achieve them
- Driving the implementation of the Africa CX and Digital Customer Engagement strategy through collaboration with key stakeholders across the enterprise, both locally and globally.
- Cultivating and motivating a customer-centric culture with the purpose of improving the end-to-end customer experience through data-driven activities.
- Increasing network enthusiasm for CX and digital customer interaction; Leading efforts to build, orchestrate, grow, and evolve CX and digital customer engagement strategies in alignment with company and local strategic imperatives.
- Anticipate and stay current on market evolutions and factors that may have an impact on CX and digital customer interaction.
- Define important KPIs to evaluate the performance of the new resource and operational model, and track and report progress to the LET in accordance with the defined KPIs.
Leadership Qualifications
- Experienced leader who thrives in uniting people around a common goal while also fully empowering and holding their team accountable.
- A leader who understands and appreciates the market’s operational model as well as the worldwide role in helping affiliates.
- The successful leader with a track record of driving outstanding execution and demonstrable results in competitive markets.
- Exhibits competence in visionary, architect, coach, and catalyst (VACC) leadership archetypes and role modeling of our One Roche Operating Principles.
- Leads with brave authenticity and cultivates a culture of belonging and inclusion
- Advances organizational change by using initiatives to increase employee engagement and buy-in throughout the company.
- Inspires others to accomplish their best, and fosters a culture of high empowerment and accountability.
What Makes You Unique
- You are eager to embark on a journey of Digital Customer Experience and Insights in the Healthcare Industry.
- You have exhibited impact in the areas of Customer Experience and Insights in biotechnology, life sciences, FMCG, GAFA, and E-commerce.
- You have a Bachelor’s degree; an MBA or other graduate-level degree in a related field is recommended.
- You have prior expertise in developing digital strategies such as GMT digital marketing and digital consumer engagement plans.
- You have experience with digital consents, digital channels (email, web, social media, SEO, SEM, etc.), knowledge of data and analytics and their application in digital customer engagement, are a regular user of consumer digital devices and apps, are an early adopter of new technologies, and have worked with and are fluent in the core capabilities required to successfully drive digital transformation in a large organization.
- You have CX design experience (customer journey mapping from “as is” to “to be” scenarios), Human Factor Design, User Experience Design, and Usability across several customer contact channels.
- You are skilled in developing CX measurement frameworks and managing Customer Engagement strategies.
Competencies and Abilities
- Team Leadership: You may build and lead a high-performing team across the entire area, including hiring, mentoring, development, and team leadership (including both network (and affiliate) digital & analytics teams (including Epicx, Omni channel, data insights, and customer journey).
- Strategic and visionary thinking: You have the ability to set the digital and customer experience vision and activate cross-national teams through excellent leadership skills. To iterate on the CX and Digital Strategy as needed, it is vital to identify external market changes and anticipate increasing customer expectations.
- You have the capacity to collaborate with Senior Leaders and Business Stakeholders to integrate Digital and CX into the overarching TA Strategies and accomplish our long-term customer experience results.
- Business acumen: You understand the TA strategic objectives and have aligned the CX and Digital Strategy properly.
Who we are
More than 100,000 Roche employees in 100 countries are pushing the boundaries of healthcare. We’ve collaborated to become one of the world’s foremost research-focused healthcare organizations. Our success is founded on creativity, curiosity, and variety.
How to Apply for this Employment Opportunities at Roche
Closing Date: 19th November, 2023
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