Job description

Requirements

  • Entry level
  • No Education
  • Salary to negotiate
  • Basel

Description

Objectives and Scope of Position
To provide an integrated and coordinated experience for our customers by developing virtual engagement channels within Medical Affairs that enable customers to deliver better outcomes for patients
1.    Develop and oversee the implementation of the strategy for coordinated integrated customer-centric virtual connections with customers to complement personal engagements and span communication channels
2.    Build, develop and inspire a multi-disciplinary team equipped to enable and enhance the effectiveness of patient-focused communities, both internal and external
3.    Lead the team to define, implement and track the key priorities to enhance the customer experience beyond person-to-person connections based on potential impact 

Summary of Main Responsibilities 

1.    Develop and oversee the implementation of the strategy for coordinated integrated customer-centric virtual connections with customers to complement personal engagements and span communication channels
●    Creates a customer-centric approach to virtual engagement strategy development that begins with deep understanding of the customer needs and experience through analytics and insights gathered from a range of sources 
●    Leads the co-creation of an holistic customer engagement strategy that incorporates content creation and new virtual channels and complements the personal customer engagement strategy to create a connected experience across all channels
●    Seeks out multiple perspectives and ideas on the vision for virtual customer engagement - including internal and external perspectives - by scanning the horizon constantly to understand what other companies and industries are doing to evolve the customer experience and integrating these ideas into the Roche strategy to ensure an ‘outside in’ approach 
●    Oversees and facilitates the implementation of this customer engagement strategy through the systems and digital team, including ensuring integration of platforms, leveraging new technology, influencing the wider IT strategy and prioritizing investments 
2.    Build, develop and inspire a multi-disciplinary team equipped to enable and enhance the effectiveness of patient-focused communities, both internal and external
•    Provides a clear vision that supports individuals to understand and appreciate the comparative contributions and value of each discipline, both within Customer Experience Evolution and across other teams
•    Identifies key internal stakeholders and understands their underlying concerns and priorities with a view to helping them to be successful and aligning around a common vision, including GPS Digital Excellence, Corporate Communications, International Customer Interactions team and IT
•    Ensures the capabilities and resources required to deliver the customer-centred vision are accessible using a combination of ‘build, buy and rent’ approaches, including drawing upon resources in other parts of the organization where appropriate
•    Sponsors agile teams to address key initiatives and be bold in their actions, encouraging team members to work with stakeholders from across and beyond Roche (e.g. patient groups, customer representatives)
3.    Lead the team to define, implement and track the key priorities to enhance the customer experience beyond person-to-person connections based on potential impact 
●    Sponsors the team to develop a framework that links customer needs,  90 day priorities and impact measures in order to ensure that the team’s approach addresses customer needs and is fit for purpose
●    Oversees the content management system and major IT systems and digital projects,  such as EpiCx
●    Co-creates the 90 day priorities with internal stakeholders, incorporating insights and analytics from a range of sources to clarify key needs and managing trade-offs between competing priorities 
●    Manages budget and resources in an agile way to ensure the delivery of priorities while building foundations for long-term evolution of virtual customer engagement
●    Empowers the team to adapt, flex and innovate approaches in order to enhance the value and impact 
Cross-functional Collaboration
●    Liaises with other teams within PDMA, GPS, Access, Affiliates, and provides input as required

Compliance and Ethical Standards
●    Is responsible for acting in line with

About the company

Roche is a Swiss global health-care company that operates worldwide under two divisions: Pharmaceuticals and Diagnostics. Its holding company, Roche Holding AG, has bearer shares listed on the SIX Swiss Exchange.

The company headquarters are located in Basel and the company has many pharmaceutical and diagnostic sites around the world – including: Tucson, AZ; Pleasanton, CA; Vacaville, California, Oceanside, California, Branchburg, NJ; Indianapolis, Indiana; Florence, South Carolina; and Ponce, Puerto Rico in the US; Welwyn Garden City and Burgess Hill in the UK; Clarecastle in Ireland; Mannheim and Penzberg in Germany; Mississauga and Laval in Canada; Shanghai in China; Mumbai & Hyderabad in India; São Paulo and Rio de Janeiro, Brazil; Segrate, Milan in Italy; Johannesburg in South Africa; Karachi, Islamabad and Lahore in Pakistan. There are 26 manufacturing sites worldwide.

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