At Roche, 94,000 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.
In Pharma International our purpose is to deliver in more than
100 countries better outcome for more patients faster. Pharma
International is transforming the way it does business and how we
work together for patients and customers.
This is a newly created and key leadership role in a networked
setting principally responsible to accelerate the digital
transformation across countries in Pharma International through
discovery, orchestrating, connecting opportunities with potential
sources of innovation, evaluating specific digital customer
engagement innovation, experimentation, and scaling innovation
which can help achieve exceptional customer experience and
ultimately deliver better outcomes for our patients.
You are expected to influence the design and deployment (at
scale) of the global digital customer engagement strategy,
initiatives and solutions based on external and internal country
insights. You are able to recognize shifts in the health and other
relevant industries, enable innovation in digital customer
engagement. You will be responsible for leading the Digital
Engagement Team (in a cluster), and will be working closely with
customer engagement teams in the affiliates, leaders and
collaborators within Roche global functional partners, as well as
the internal and external innovation ecosystem.
Aspiring to achieve digital as second nature, you are expected
to support the affiliates in their digital customer
experience/engagement innovation transformation, to ensure they
have the necessary capabilities to have meaningful go to market and
customer engagements. You are expected to be a proactive discussion
partner in developing capabilities as well as identifying potential
solutions, a source of inspiration and a connector to the digital
customer engagement innovation network. The expectation is that you
should be able to help connect the digital customer
experience/engagement transformation with the overall aspiration of
achieving our North Star.
Your main accountabilities include:
* Lead a cross-functional digital engagement team, work with
affiliates and other digital catalysts to prioritize, implement and
support digital customer engagement; you will be a part of the
Digital Customer Engagement Network (DCEN)
* Build network enthusiasm around digital customer engagement;
Lead efforts to create, orchestrate, scale and evolve digital
customer engagement strategy in alignment with enterprise and local
* Consolidate strategic input and demand from Pharma
International to the DCEN
* Identify and support the scale of the common and core
solutions (80 %) in digital customer engagement. In addition, you
should be able to identify the digital projects/practices that are
not aligned with the current digital strategy and stop them.
* Act as a center of expertise on digital customer engagement
implementation and acceleration by advising and partnering with
teams on how to do in this are and capturing implementation
learnings from across the broader DCEN
* Proactively link and connect digital customer engagement
initiatives above countries and therapeutic area, optimizing
resources in the network
* In some cases, you may be asked to lead and run trailblazing
pilots and/or local (non-core and common) digital customer
engagement initiatives with scaling potential
* Stay ahead of digital customer engagement trends and
opportunities within the industry and outside the industry; working
with the digital catalyst chapter consolidate and communicate
findings, track progress on digital transformation, and share
broadly to the DCEN and the broader Pharma International
Who You Are?
Visionary: You are a visionary leader who has led people and
teams through outcomes and exponential change. You have the ability
to provide vision to/influence others in this work. You inspire to
strongly link digital transformation and innovation to customer
engagement and impact.
You have a high ability for strategic analysis and translating
into defined opportunities and challenges, can act and strive for
Architect: You orchestrate people, structures and processes so
that to accelerate adoption of "core and common," at the same time
foster innovation. Foster "shared purpose" among internal and
external potential collaborators to deliver digital customer
engagement experience and value to customers.
You are plugged in internally and externally, can influence,
negotiate, and have credibility and are able to fully leverage the
global network; can live in uncertainty and lack of structure; a
Catalyst: You are entrepreneurial, a willingness to experiment,
can mobilize and act (has a start-up mentality); strong strategic
agility and decision making. You engage with the external and
internal digital customer engagement network in order to shape
business models for digital solutions, find and curate new digital
customer engagement approaches, tools, and external resources for
evaluation and piloting within ROCHE.
Coach: You coach and educate teams on new solutions available in
the network and potential digital customer engagement approaches to
solve for opportunities and challenges.
Moreover you are/bring the following skills and
* Unsatisfied with the current status quo and is passionate
about enhancing customer experience and engagement through digital
interface. You should be someone who has closely worked with
customers before and have been able to implement
disruptive/innovative ideas in the digital.
* Is a strong leader, can lead and influence without authority,
and a strong desire to work in a networked way. Able to work
effectively in a highly matrixed, culturally diverse organization.
Finds the right balance between pushing for change and bringing
people along with us. You are expected to be a proactive discussion
partner to all relevant stakeholders internally and externally.
* A sincere passion for building digital capabilities.
Experience in digital project/asset design and implementation.
* Must be digitally savvy: familiar with digital consents (SEO,
UI.UX); knowledge of data and analytics, and its use in digital
customer engagement, regular user of consumer digital devices and
apps; ideally, early adopter of new technologies; and ideally has
worked and fluency with the core capabilities required to
successfully drive digital transformation in a large organization
* A proven executor with outstanding project management skills
and a "getting things done" mentality. Must be a strong and
relentless operational problem-solver, skilled at finding creative
ways to overcome roadblocks and deliver.
* Has strong business acumen, uses data and analytics to inform
next best action in customer engagement, and the ability to
understand and link overall digital customer engagement and how it
delivers value to the ecosystem.
* Has the necessary experience and imagination to recognize
innovation and how it can advance digital customer engagement with
the goal of improving better outcomes for patients. You have the
ability to translate emerging trends and insights into actionable
strategies and approaches to evolve customer interface.
* You move quickly, thrive in ambiguity and uncertainty and
enjoy blazing a trail.
* Advanced degree or additional certification in digital
* Experience in digital transformation, a significant asset
Role is location agnostic, and is expected to have interactions
with colleagues across the globe.