Omnichannel CX Chapter Lead

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

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 Mexico for prioritized Therapeutic Areas to address key local challenges 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 Mexico, setting strategic priorities to achieve the envisioned business outcomes.
You are also accountable for taking the vision and priorities defined by the Head, CX & Omnichannel Engagement and implementing them in your Affiliate.

Your Opportunity

The responsibilities for this role include:

● Develop the Strategy for Mexico 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 mentality shift towards a data-driven and customer centric culture

● Liaise and mobilize all Affiliate DCE&I team members to incorporate their respective technical expertise in the Strategy for Mexico (Channel Specialist, CX Specialist) 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 good practices, lessons learned and synergies can be maximised to iterate on the omnichannel strategy
● Manage and comply with any regulatory requirements related to the above activities
 

Who you are

The person in this position is a visionary leader who uses innovative strategic approaches to solve business challenges and exceed customer experiences, with strong influencing and collaboration skills. Supports and encourages the team to build the skills and approaches needed to succeed and collaborate in a networked environment
● Completed university studies and graduation (scientific, digital, economic or business degree) are a requirement. Advanced studies are a plus
● Experience of minimum 5+ years in an omni-channel strategic role within the healthcare, consumer packaged goods, banking and/or tech space.
● Experience of 5+ years as people leader is required
● Fluent in English and Spanish (oral & written) is essential
Relocation benefits are not available for this job posting.

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.