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\xe2\x80\x99ve become one of the world\xe2\x80\x99s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.

Roche