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
職務概要
カスタマーエクスペリエンスパートナーは、顧客体験（CX）戦略の策定と実行に責任を持ち、全社的なカスタマーエクスペリエンスの向上を目指します。この役割は、顧客のニーズを深く理解し、部門横断的（主にカスタマーフロント本部、プロフェッショナル本部、マーケティング本部、コミュニケーション部門、IT部門）に協力しながら、顧客満足度を高めるための戦略をリードします。主な職務内容
- カスタマーエクスペリエンス戦略の策定と実行
- 顧客のフィードバックを収集し、分析する
- 部門間の連携を強化し、統一された顧客体験を提供する
- 顧客体験に関するKPIの設定とモニタリング
- 改善プロジェクトの立案と実施
- 顧客満足度調査の実施と結果の分析
- カスタマーエクスペリエンスに関するトレーニングとワークショップの企画・実施
- 最新のCXトレンドやベストプラクティスのリサーチと導入
必要な資格・スキル
- カスタマーエクスペリエンスに関連する分野での5年以上の実務経験
- 優れた分析力と問題解決能力
- 強力なプロジェクト管理スキル
- 部門間の調整力とリーダーシップ
- 優れたコミュニケーション能力と対人スキル
- 顧客中心の考え方と行動
- データ分析ツールやCRMシステムの使用経験
- ビジネスレベルの日本語と英語
歓迎する資格・スキル
- MBAまたは関連分野の修士号
- ヘルスケア業界での職務経験
- カスタマーエクスペリエンスに関する認定資格（例：CCXP）
- マーケティングやユーザーエクスペリエンス（UX）の知識
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 Diagnostics K.K. is a member of Roche group, one of the world's leading healthcare groups in the fields of pharmaceuticals and diagnostics, in charge of in-vitro diagnostic and equipment business in Japan. Roche Diagnostics K.K is also the leading company in our business field in Japan, providing high quality products and latest information as one of the most important sites in Diagnostic division of Roche group.
Roche is an Equal Opportunity Employer.
What We Do
Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible.
Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management.
Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).
