Analytics and Insights Manager - Above Brand & CX

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

Analytics and Insights Manager - Above Brand & CX 

Location: Pharma Campus (Mississauga) - Hybrid

Duration: 1-year contract 

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

As the Analytics & Insights Manager (AIM) for Above Brand & Customer Experience (CX) you will be focused on delivering advanced market and customer analytics, expert insights and recommendations to internal partners to support Roche Canada to deliver and measure best-in-class customer experiences using a variety of methods.  These include: customer and patient journeys, customer segmentation, engagement and channel preferences associated with customer engagement and experience.

The AIM for Above Brand & CX is responsible for primary (Qualitative & Quantitative) & secondary market research, specifically, managing the end-to-end process from business issue/problem identification, vendor selection, design, execution, analysis, reporting to delivery of strategic recommendations based on research insights. 

The AIM for Above Brand & CX will act as a strategic business partner to Integrated Therapeutic Area Teams and Functional teams by providing key CX and other outcome-aligned insights from across the business and gathered via research, analytics and competitive intelligence.  The AIM for Above Brand & CX will act as the steward of insights for leaders and strategy teams, integrating data from all relevant sources to support the development and measurement of business and customer strategies and tactics.

The Opportunity

• A subject matter expert in Customer Experience measurement, research methodologies and data sources relating to the health care system, pharmaceutical marketplace and stakeholders within these environments.

• Lead the process for integrating data from multiple sources to provide deep business insights, proactively identify and communicate trends (issues and opportunities) through analytics, keeping them aligned with current company assets, needs, goals and strategies.

• Perform complex analyses, translating the results in a way that can be intuitively understood and leveraged in business discussions and decision-making, while maximizing the value of data assets and providing insights into the impact of commercial strategies and activities.

• Designs primary market research studies (i.e. establishes actionable objectives, selects vendor, approves methodology and survey instrument, etc); manages vendors in implementation of said studies to yield relevant market and/or customer insights and recommendations; and, manages market research budgets.

• Identify and integrate relevant secondary research resources with primary research (including competitive intelligence) to generate insights and recommendations that support decision making

• Effectively landscapes health system, market, customer and competitor environments and delivers insights to inform customer engagement strategies and measures effectiveness of the activities and tactics employed

• Actively contribute/participate in business planning and implementation to develop/revise customer segmentation, commercial effectiveness in delivering a unified Roche customer experience and providing/communicating information, insights and recommendations to drive effective, efficient and data-informed  decision-making

Who you are

• You hold a minimum of a Bachelor’s Degree in life sciences or biotechnology and +5 years experience in analytics and/or Market Research in the pharmaceutical industry or health care sector

• You take pride in the quality of your work, deliver with excellence and are confident and comfortable presenting your ideas, insights and recommendations to cross-functional business partners and teams

• You have advanced knowledge of HCP customer universe analytics, prioritization, segmentation and CX methodologies and approaches

• You demonstrate strong knowledge of the realities and complexities of Canadian health systems and have intermediate knowledge of datasets and sources (e.g. IQVIA data)

• You have very strong Excel and PowerPoint skills

• You demonstrate very strong collaboration, communication and presentation skills

• You have a proven ability to think strategically, lead and influence/persuade strategic decisions without direct authority

Preferred

• You hold a master degree in  life sciences or biotechnology 

• You have +3 year experience in analytics and/or insights

• You have experience and knowledge of CX and Omni-channel engagement and analytics

• You have experience with supporting teams with identifying pain points across patient and customer journeys and can support them to prioritize improvement efforts and measure progress

Relocation benefits are not available for this posting.

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.