The Position

Important notes:

In total we will be hiring 4 FTE in the below therapeutic areas. The successful candidates will be hired in the same country/location where the candidate is resident.

1 FTE for Neuro science and Rare diseases

1 FTE for Ophthalmology

1 FTE for Hemophilia / Hematology

1 FTE for Breast Cancer / Lung cancer

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 Omnichannel Engagement Enabler, you play a key leadership role in the Middle East omnichannel customer engagement transformation to drive customer centricity and create seamless customer experiences. You are responsible for setting the overall therapeutic area promotional strategy and ensure it\'s realisation on the ground (E2E).

Specifically, you are creating the strategic plan for continuous learning with a focus on increasing customer satisfaction and business effectiveness through closed loop feedback strategies.

You also work closely with other key roles in the ME Network such as customer insights and analytics lead and content and channel lead in order to create an effective promotional strategy for the assigned therapeutic area.

You will report directly to the Middle East Customer Experience and Omnichannel Engagement Lead.

Challenges

Develop the continuous learning and closed loop feedback strategy for assigned therapeutic area in Middle East taking into account existing global programs (Voice of Customer) and local customer pain points and segmentation, moving towards a customer and patient centric approach

Work closely with the Global Ecosystem Insights Organization (Voice of the Customer Teams) to localize Global strategies for Middle East and ensure to consult with Affiliate Teams to take into consideration local requirements within the strategy design ensuring a customer centric approach

Localize the Disease area promotional strategy

Oversee the DA CE strategy implementation on a country level

Provide Guidance for segmentation and Market researches

Liaise with all other Network Leads to incorporate their respective technical expertise in the continuous learning and closed loop feedback strategy (e.g. Customer Insights and Analytics Partner, Channel and Content Partner Customer Engagement)

Gather feedback, best practices and success stories from affiliates across the region to create a culture of sharing and learning whereby lessons learned and synergies can be leveraged to iterate on the continuous learning and closed loop feedback strategy

Proven track record of leading and driving business process transformation and organizational culture change as well as delivering on programs with complex business deliverables

Track record of successful leadership, management, and development of large, multi- disciplinary globally dispersed teams.

Manage and comply with any regulatory requirements related to the above activities

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, consumer packaged good and/or tech industry

Track record of successful leadership preferred; or leading the development of large, multi-disciplinary globally dispersed teams

Excellent strategic thinking, highly innovative, and proven ability to translate strategy into operational excellence across a commercialization organization

Experience in understanding customer experiences in a healthcare system set-up and acting on them, improving HCP and patient satisfaction

Proven leadership of cross functional teams and ability to influence across a matrix without authority

Enterprise mindset and global experience

Experience with digital, omnichannel, and associated data/analytics capabilities in large biopharma environments

Experience working and collaborating with HCPs and sophisticated health systems

Self-starter who thrives in a fast-paced, collaborative, and innovative high-growth environment

Effective written and verbal communication skills

Skills & Competencies

You are a visionary leader who uses innovative strategic approaches to solve business challenges and exceed customer expectations

You orchestrate people, structures and processes to accelerate the creation and localization of the continuous learning and closed loop feedback strategy to deliver exceptional customer experience

You have an entrepreneurial mindset and can mobilize and act quickly upon evolving business and customer needs

You lead teams and encourage systemic thinking and experimenting by creating a collaborative and networked environment

In addition, the following skills will make you successful in your position and career development at Roche:

Coaching

Outcomes Based Planning

Systems Thinking

Customer Centricity

Deep Listening

Culture Advocate

CX Management

CX Measurement/VoC CX Design

Digital Marketing

Digital Strategy

Insights Generation

Segmentation & Profiling

Data Management

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