Business Solution Lead
Business Solution Lead
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
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.
The Position
About The Position
As an IXO Business Solutions Lead your role involves guiding a dedicated GPS or Pharma International Network Squad. You will activate prioritized customer engagement capabilities and services measure their value and impact and help Roche Pharma achieve its holistic customer experience (HCX) goals.
As a key team member you will shape the roadmap and coordinate the activation of digital customer engagement tools. You will drive continuous improvement of omnichannel engagement readiness (OMI) ensuring internal maturity aligns with external impact.
In your role you will orchestrate the delivery and evolution of solutions and measure their value and impact. You will ensure proper training and communication for end users.
You share responsibility with GPS teams for successfully implementing solutions across affiliates. This will help promote a customercentric culture and better understand the digital customer experience needs of affiliates and global teams.
Additionally you will identify customer engagement solutions and define their connections and impact. You will oversee the creation and implementation of crossfunctional work packages. You will work closely with Network Squad members and AABI Regional Squad Leads to meet training and communication needs based on roadmaps and delivery plans.
Key Responsibilities
1. Demand Management
Architect coordination mechanisms across regions networks and stakeholders to proactively identify and manage new and existing demand needs (main point of contact for regional squads).
Provide general framework and guidelines to qualify triage and prioritize needs with solutions product owners for continuous improvement and advanced capabilities.
Drive proactive partnerships with IIX across domains to prioritize and materialize demand when needed.
Oversee customer engagement portfolio management: dashboards readiness status prioritization investments and budget (through direct or indirect ownership).
2. Offering Portfolio & Roadmaps
Drive prioritization of omnichannel customer engagement capabilities to help affiliates and GPS improve their Omnichannel Maturity Index (OMI).
Coordinate the allocation of resources across teams to deliver on priorities and define business requirements for solutions ensuring they address customer needs and impact customer experience.
Provide frameworks and guidelines for training and communication strategies related to customer engagement offerings in partnership with Pharma International People Capability Squad and the Business Enabling team in GPS.
Align global and regional training and communication needs with roadmaps and delivery plans.
Partner with GPS Product Owners Pharma International and IIX partners to gather content required for communication and training aligned with the communications group.
Lead the design and development of a customer segmentation framework to be implemented across Pharma International in partnership with Commercialization Marketing teams.
Codesign the Customer Experience Hub and its library to ensure training materials and best practice resources are accessible and consumable by end users across the network in collaboration with PI Squads regional networks and IIX partners.
3. Business Value Impact
Design the framework and key aspects to measure business value impact from customer engagement offerings in partnership with the AABI team.
Establish a continuous feedback loop in partnership with IXO ET to monitor progress and collect feedback from stakeholders across GPS and Pharma International.
Partner with Pharma International to monitor overall regional adoption of offerings.
Who You Are
Open to adopting new ways of working at Roche (VACC mindset).
Proven experience in influencing leaders without direct authority within a complex matrixed organization.
Successful track record in leading gotomarket programs or transformational efforts.
Strategic agility a broad enterprise mindset and strong communication skills.
Passionate about innovative science with a vision for transforming digital customer engagement using advanced technology and analytics.
Experience in digital customer engagement and strong knowledge of relevant systems and technology.
Ability to translate technical topics into business language.
Demonstrated crossorganizational collaboration skills.
Experience in leading demand management processes creating training programs and measuring impact.
Excellent communication collaboration and stakeholder management skills.
Bachelors degree in Business Marketing or a related field.
10 years of experience in product management or digital customer experience and insights with preferred affiliate and global experience.
Ability to thrive in a fastpaced dynamic environment
Who we are
A healthier future drives us to innovate. Together more than 100000 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 lifechanging healthcare solutions that make a global impact.
Lets build a healthier future together.
Basel is the headquarters of the Roche Group and one of its most important centres of pharmaceutical research. Over 10700 employees from over 100 countries come together at our Basel/Kaiseraugst site which is one of Roches largest sites. Read more.
Besides extensive development and training opportunities we offer flexible working options 18 weeks of maternity leave and 10 weeks of gender independent partnership leave. Our employees also benefit from multiple services on site such as childcare facilities medical services restaurants and cafeterias as well as various employee events.
Roche is an Equal Opportunity Employer.
Employment Type
Full-Time
