Omnichannel CX Chapter Lead

Omnichannel CX Chapter Lead

This job is available in 8 locations Category Business Development Job Id 202303-106371

JOB DESCRIPTION

The Position

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 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.

The Position

As the Omnichannel CX Chapter Lead you play a key leadership role in LATAM’s omnichannel customer engagement transformation. You are responsible for designing the omnichannel customer strategy for Ecuador, Peru & UruBoPa 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 Ecuador, Peru & UruBoPa, setting strategic priorities to achieve the envisioned business outcomes.

As part of the Affiliate Leadership team for Ecuador, Peru & UruBoPa, 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. You are also accountable for taking the vision and priorities defined by the Head, CX & Omnichannel Engagement and implementing them in your Affiliate.

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.

You will also be analyzing external local market changes and evolving customer needs to iterate on the local omnichannel strategy.

Key responsibilities

• Develop the Omnichannel Strategy for Ecuador, Peru & UruBoPa 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 Ecuador, Peru & UruBoPa 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 Ecuador, Peru & UruBoPa (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
• This is a key role to enable Roche’s new omnichannel customer engagement vision which will provide you with opportunities to work with Senior LATAM stakeholders
• You will have the opportunity to lead the DCE&I affiliate team, spearheading

personalized customer experiences locally through a comprehensive and tailored omnichannel strategy

Role Interfaces

As the Omnichannel CX Chapter Lead, you will interact with the following :

Digital Customer Engagement & Insights - LATAM

Omnichannel Outcomes Leads

CX Specialist

Channel Specialist

Data Steward

Other LATAM roles & functions

Affiliate GM

Local Enabling Team (ET)

Patient Journey Partners (PJPs) & HSPs (Health System Partners)

Experience & Qualifications

Education

Professional Experience

Languages

Skills & Competencies

Competencies

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

dceilatamjobs

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.

Location Casablanca, Casablanca, Morocco Category Business Development Location Ljubljana, Slovenia Category Business Development Location Basel, Basel-City, Switzerland Category Business Development Location Tokyo, Tokyo, Japan Category Business Development Location Basel, Basel-City, Switzerland Category Business Development Location Bucharest, Bucureşti, Romania Category Business Development Interview Experience

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