Customer Journey Owner - Roche Diagnostics Solutions (RDS)

Switzerland, Zug, Rotkreuz
United States of America, California, Pleasanton
United States of America, Arizona, Tucson

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Customer Journey Owner  - Roche Diagnostics Solutions (RDS)

Global Grade:  SE6-SE7

Potential Locations (major DIA Sites): Rotkreuz, Mannheim, Penzberg, Indianapolis, Branchburg, Tucson, Pleasanton, Santa Clara, St Cugat

Who We Are

At Roche, we are passionate about transforming patients’ lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow.

Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients. 

The Opportunity

Join the team that designs experiences that make a difference to our Roche customers.

The  Customer Experience & Solution Design Team, within the global marketing team, is recruiting a Customer Journey Owner. 

In this position you will be responsible to analyse customer journeys, identify areas for improvement and develop state-of-the-art solutions for our customers.Our customers will benefit from streamlined and automated processes that simultaneously will provide business process efficiencies and operational cost savings.

You will engage closely with various stakeholders across the organisation, and work towards

realising our ambition to provide a market-leading Customer Experience (CX).

As a member of the Customer Experience and Solution Design Chapter, you will be responsible to design, develop and support the roll out of solutions that provide an improved customer experience. You independently lead the interaction with all involved parties such as Global Functions and Regions/Affiliates by building strong personal relationships.

As part of an empowered multi-disciplinary team of high performing individuals, you challenge the status quo with an innovative mindset, design-led approach, iterative development, and customer involvement. You will act as an important influencer in CX initiatives. In this position, you will benefit from a broad exposure across various areas of Roche Diagnostics and be highly visible as a key contributor within a high priority global Digital Transformation program.

Job Facts

  • As Customer Journey Owner, you drive initiatives together with multi-disciplinary teams consisting of IT colleagues, designers, and business subject matter experts from global, regions and affiliates

  • YOu will Lead the product design and development of customer-facing digital solutions, acting as product owner

  • You will Ensure that the product is driving improvement of customer experience at all times

  • You will Ensure strong alignment with internal business process teams so that customer-facing solutions are seamless with the Roche processes and tooling backbone

  • You will lead, coach and inspire people in your team and instill the agile principles of empowering decision making at the lowest possible level in the organisation

Who You Are

  • You speak the language of the customer, allways advocate on their behalf and leave them wondering why they’d ever partner with anybody else. You’re someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests across functions and geographies. Where a job title is not considered the final definition of who you are, but the starting point.

  • You have experience in developing customers' journeys and discovering areas of opportunities through meaningful research methods and tools.

  • 5+ years in a customer journey role either as a Journey Owner, Journey Manager, Customer Experience Manager, or equivalent role in a “journey-driven” organization.

  • Experience working on large, complex projects with multiple partners and decision-makers

  • You have a minimum of 3 years experience acting as a CX expert or product owner, leading teams working in highly matrix environments

  • You are able to handle ambiguity and are experienced to work in an agile, highly collaborative and fast-paced environment where co-development with customers is at the core

  • You have a  Graduate or equivalent degree, MBA is a plus

  • You possess outstanding communication skills and have the ability to communicate credibly at all levels; influence key stakeholders in a highly complex cross-functional environment and build collaborative relationships to ensure seamless project delivery.

  • You are able to travel 20-60% of the time

  • Experience working with technical teams on technology/systems changes.

  • Experience with process mapping, process improvements and service design.

  • Customer Centricity – Passionate about customer happiness.

  • In-depth knowledge of agile processes and principles.

  • Outstanding communication and leadership skills.

  • Strong analytic, strategic, and innovative thinking as well as customer empathy.

  • Effective teamwork and team-building skills.

  • Validated ability to interact and influence management.

  • Outstanding presentation abilities.

  • You are fluent in English

Mindset 

You will be expected to demonstrate the We@RD dimensions and help evolve the functions culture beliefs and bring We@RocheDiagnostics to life, as part of the TransformD journey. The dimensions are:

  • We are passionate about our customers and patients

  • We radically simplify

  • We trust, collaborate & have fun

  • We ALL lead

  • We experiment & learn

Are you ready to apply? We want someone who thinks beyond the job offered - someone who knows that this position can be a unique opportunity to shape the future of Diagnostics.