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Offers “Roche”

days ago Roche

Product Owner Customer Experience Insights and Measurement

  • Internship
  • Basel, SWITZERLAND
  • Sales

Job description



· Job facts

We are committed to delivering the best possible diagnostic solutions to improve people's lives. We believe balanced healthcare depends on diagnostics, and as the leader in the industry, we continue to shape healthcare delivery, to optimize healthcare resources, and to ultimately benefit society as a whole.

The position

As a Product Owner (PO) Customer Experience (CX) Insights and Measurement, you will have a key role in ensuring the success of the Roche Customer Experience Transformation. In this position, you will measure the success of our customer experience initiatives, analyse customer needs along relevant customer journeys and support the action taking to improve the customer experience along those journeys based on the generated customer insights. To support this goal, you will be responsible to define the best ways to understand and anticipate customer needs and to share the related insights across the organisation in the most meaningful way with relevant user groups. You independently own 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 attitude, design-led approach, iterative development, and customer as well as internal end-user involvement. You will benefit from a broad exposure across various areas of Roche Diagnostics and be highly transparent as a key contributor within a high priority global Digital Transformation program.

As PO in Customer Experience Insights and Measurement, you drive transactional CX research along relevant customer journeys together with multi-disciplinary teams and subject matter experts from global functions, regions and affiliates

· Design and implementation of global of customer feedback surveys to understand the perceived CX we offer to our customers
· Ideation of additional data needs to even better understand customer needs together with business users and customers
· Analysis of the collected insights to derive actionable recommendations on operational and strategic level in order to improve CX by using respective technology and by collaborating with data-savvy colleagues, e.g. data scientists
· Identification and implementation of the most actionable way to integrate the generated recommendations on operational level in customer and business processes, e.g. close-the-loop activities
· Ideation of potential strategic improvement levers along the customer journey
· Realization of continuous improvements, e.g. adaptations of surveys, integration of additional data or extension to customer journey analytics to proactively improve CX

Your strong leadership and decision-making skills, as well as your high customer focus, are key for this role: you will work together with and guide a cross-functional team with competencies ranging from market research to data science

· These product teams are empowered to address customers and business needs and strive to use holistic customer insights to provide actionable recommendations on how to improve CX to customer-facing and digital colleagues
· They follow agile ways of working (‘test and learn for iterative development', ‘directly involve selected customers throughout entire development', ‘strong team empowerment')
· You ensure that the outcomes, i.e. generated insights and actionable recommendations, are focused on improved customer experience at all times and enable action-taking of various end-user groups
· You ensure that the team designs the research incl. new surveys in line with global standards
· You bring in customer- and user-perspective in by involving internal colleagues and customers, where applicable, early on
· You ensure exchange of best practices across the organisation and continuous improvement even after implementation

You will interact and collaborate with stakeholders on multiple levels across business functions, regions and business areas

· You will get insights into a broad range of topics along the entire customer journey from marketing/sales over service to account management and retention
· You will work strongly together with global capability functions such as DIA IT and DIA UX
· You ensure strong alignment and engagement with all involved parties
· You will drive capability building for insights-related topics (e.g., advance analytics) in selected parts of the organization, where feasible, to support organizational readiness for CX Insights and Measurement

As a member of the Digital Transformation Office you additionally support the team

· Influence decision-making on digital topics and support communications on progress updates from the DTO
· Serve as authority for digital and CX activities across Diagnostics, identify existing gaps, overlaps and opportunities
· Lead or contribute to additional activities supporting the Digital Transformation facilitated by the DTO, e.g. workshops with different internal and external partners

Who you are?

· Master or PhD with a focus on business, maths, statistics or data science / econometrics
· Leader with experience in a global environment, ideally at the interface of business and digital/IT
· Experienced to work in an agile, highly collaborative and fast-paced environment where co-development with internal end-users and customers is at the core
· Deep empathy for the customer's working processes & daily challenges and commitment to always provide the best experience possible
· Strong practical knowledge of agile methodologies and working together with a multi-disciplinary team with data-savvy colleagues
· Ability and proficiency to work with and influence leadership team members
· Strong interpersonal skills and a strong collaborative mind-set
· Ambitious and comfortable to work with limited supervision
· Ability to handle ambiguity and to manage organizational and content complexity
· Ambitious attitude and perseverance to find solutions in an area novel for Roche Diagnostics
· Ability to quickly seize business opportunities
· Solution-focused thinking, ability to make decisions
· Comprehensive understanding of the current trends and best practices in customer and customer journey analytics
· Previous experience in a fast-paced, innovative environment (e.g. in a startup, tech, consulting...) is a clear advantage
· Previous experience in building and running CX Measurement systems, conducting CX-related research and / or customer (journey) analytics is a clear advantage
· Proficiency in English

Are you ready to apply? We are looking a person who thinks beyond the job offered - someone who knows that this position can be a rare springboard to many other opportunities at Roche.

Roche embraces diversity and equal opportunity in a serious way. We are committed to building teams that represent a range of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be.

Roche ist ein Arbeitgeber, bei dem Chancengleichheit zählt.
Geschäftsentwicklung, Geschäftsentwicklung > Strategic Business Development

· Who we are

Bei Roche leisten 98,000 Menschen in 100 Ländern Pionierarbeit im Gesundheitswesen. Gemeinsam haben wir uns zu einem weltweit führenden, forschungsorientierten Healthcare-Konzern entwickelt. Unser Erfolg baut auf Innovation, Neugier und Vielfalt.

Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.

Ideal candidate profile

Who you are?

· Master or PhD with a focus on business, maths, statistics or data science / econometrics
· Leader with experience in a global environment, ideally at the interface of business and digital/IT
· Experienced to work in an agile, highly collaborative and fast-paced environment where co-development with internal end-users and customers is at the core
· Deep empathy for the customer's working processes & daily challenges and commitment to always provide the best experience possible
· Strong practical knowledge of agile methodologies and working together with a multi-disciplinary team with data-savvy colleagues
· Ability and proficiency to work with and influence leadership team members
· Strong interpersonal skills and a strong collaborative mind-set
· Ambitious and comfortable to work with limited supervision
· Ability to handle ambiguity and to manage organizational and content complexity
· Ambitious attitude and perseverance to find solutions in an area novel for Roche Diagnostics
· Ability to quickly seize business opportunities
· Solution-focused thinking, ability to make decisions
· Comprehensive understanding of the current trends and best practices in customer and customer journey analytics
· Previous experience in a fast-paced, innovative environment (e.g. in a startup, tech, consulting...) is a clear advantage
· Previous experience in building and running CX Measurement systems, conducting CX-related research and / or customer (journey) analytics is a clear advantage
· Proficiency in English

Are you ready to apply? We are looking a person who thinks beyond the job offered - someone who knows that this position can be a rare springboard to many other opportunities at Roche.

Roche embraces diversity and equal opportunity in a serious way. We are committed to building teams that represent a range of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be.

Roche ist ein Arbeitgeber, bei dem Chancengleichheit zählt.
Geschäftsentwicklung, Geschäftsentwicklung > Strategic Business Development

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