Customer Experience Insight Partner (Manager Level)

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.

We advance science so that we all have more time with the people we love

Your Opportunity

1. Customer Journey Mapping:

• Help to improve and play a main role in coaching CE for high-quality and actionable insights.

• Working closely with marketing enablers, medical enablers and CE to analyze and optimize the customer journey for patients, healthcare providers, and other stakeholders to create a seamless experience.

• Identify pain points in the customer journey based on fieldwork observations.

• Manage omnichannel projects in collaboration with Digital lead to measure professional engagement and generate clear, quality insights.

2. Feedback and Surveys:

• Collaborate with marketing to design insightful questionnaires and implement customer feedback mechanisms, including surveys and focus groups.

• Analyze feedback data (post-event surveys, partner scores, etc.) to identify trends and areas for improvement, particularly in omnichannel engagement.

3. Data Analysis and Insights: 

• Utilize data analytics tools to monitor and analyze customer interactions and behaviors.

• Extract actionable insights from data to inform strategic decisions and support the creation of effective objection handling strategies.

• Coach Patient Journey Partners (PJP) in the field to improve the quality of insights gathered.

4. Collaboration with Internal Teams:

• Work closely with marketing enablers, medical enablers, squad leads and customer engagement team to ensure a unified approach to customer experience

• Understand TAs’ strategies to support insights collection

• Coordinate with regulatory and compliance teams to ensure all customer interactions adhere to company and industry regulations

5. Regulatory Compliance:

• Ensure all customer interactions and communications adhere to industry regulations and company policies.

• Maintain up-to-date knowledge of regulatory requirements and industry best practices.

Who you are

• Bachelor's degree in business, marketing, medical background (important).

• 1-3 years of experience in customer experience management or a related role in the pharmaceutical industry.

• Analytical Skills: Strong ability to interpret customer data and derive meaningful insights.

• Communication Skills: Excellent verbal and written communication skills for effective interaction with stakeholders.

• Empathy: Ability to understand and address the needs and concerns of patients and healthcare providers.

• Problem-Solving: Proficiency in resolving complex customer issues and complaints.

• Collaboration: Strong teamwork and collaboration skills for working effectively with cross-functional teams.

• Regulatory Knowledge: Understanding of regulatory requirements and industry standards in the pharmaceutical sector.

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.

Roche is an Equal Opportunity Employer.