The PositionOur VisionOur vision is to make CX as transformative as our science and be known for consistently creating seamless customer experiences that are as innovative and impactful as our medicines.This is why we are evolving the LATAM Omnichannel team - to make this a reality by integrating digital and face-to-face interactions seamlessly and allowing us to rapidly identify priorities to engage our customers and establish leadership in the prioritized therapeutic areas.The PositionAs the Business and Customer Excellence Lead you play a key leadership role in LATAM's omnichannel customer engagement transformation to drive customer centricity and create seamless customer experiences. You are responsible for setting the overall vision for internal and external customer and business success. Specifically, you are creating the strategic plan for continuous learning with a focus on increasing customer satisfaction and business effectiveness through closed loop feedback strategies. You also work closely with the PMO on the internal effectiveness of the Region's new operating model, ensuring successful operations to drive business impact measured through insights generating tools and dashboards.As part of your role, you lead a Network Team of experts to implement the continuous learning vision and drive the success of the new operating model.
You also lead the Business Technology Partners to ensure that the continuous learning and closed loop feedback strategy is aligned with the technology deployment plan for the Affiliates and that the right tools for deploying the strategy are available to measure customer engagement, experience and satisfaction.You also work closely with the Global Leadership Team as well as the LATAM Enabling Team (GMs) and report directly to the Head, CX & Omnichannel Engagement.As the Business and Customer Excellence Lead, you recommend the best next actions in all customer engagements across LATAM through meaningful insights generated from customer data. You also advise key Global and LATAM leadership on how the operating model is performing and create strong action plans with key outcomes to continue driving the internal success of the model.The successful candidate for this role should have expertise in several or all of the following critical success areas of omnichannel, cross functional engagement, and how things work between global and the affiliate. Experience in leading a large transformation program is also desired – but not required. In addition, the successful candidate will be a dynamic, innovative thinker, experienced individual, with a strong track record of strategic and operational work experience, across a variety of functions and topics in the pharmaceutical or biopharmaceutical industry.
She/he must have the proven ability to effectively manage complex and ambiguous projects, influence stakeholders without direct authority, effectively network across the organization, and communicate with senior leaders all within a very dynamic, fast-paced environment.Key responsibilitiesDevelop the continuous learning and closed loop feedback strategy for LATAM taking into account existing global programs (Voice of Customer) and local customer pain points and segmentation, moving towards a customer and patient centric approachLead the Business Technology Team to ensure the right technology and tools are in place to launch the continuous learning and closed loop feedback strategy in each Affiliate and to measure customer engagement, experience and satisfactionWork closely with the Global Ecosystem Insights Organization (Voice of the Customer Teams) to localize Global strategies for LATAM and ensure to consult with Affiliate Teams to take into consideration local requirements within the strategy design ensuring a customer centric approachLiaise with all other Network Leads to incorporate their respective technical expertise in the continuous learning and closed loop feedback strategy Channel Strategy, Content Strategy, Data and Analytics Strategy, etc.)Work closely with the Project Management Office to set up a measurement plan and track the success of LATAM's new operating model against the defined business outcomesLead the Analytics and Insights Partners to create reports for Regional and Affiliate Business reviews looking closely at the established KPIs for the defined outcomesConduct business reviews with the Head, CX & Omnichannel Engagement and Affiliate GMs to share key performance indicators for the success of the new operating model, areas of improvement and actions plansGather feedback, best practices and success stories from affiliates across the region to create a culture of sharing and learning whereby lessons learned and synergies can be leveraged to iterate on the continuous learning and closed loop feedback strategyProven track record of leading and driving business process transformation and organizational culture change as well as delivering on programs with complex business deliverablesTrack record of successful leadership, management, and development of large, multi- disciplinary globally dispersed teams. Strong judge of talent with the ability to make tough talent decisionsHires, develops, and mentors talent creating a learning organization to ensure employee engagement and growthManage and comply with any regulatory requirements related to the above activitiesWhat's in it for you?This is a key people leadership role to enable Roche's new omnichannel customer engagement vision aiming to create successful and seamless customer experiences and ultimately drive business outcomesYou will have the opportunity to lead a team of experts and work directly with senior leadership at the Global and Network level to ensure the success of LATAM's new operating model and that this success is reflected externally in increased customer satisfactionRole InterfacesAs the Business and Customer Excellence Lead, you will interact with the following: Digital Customer Engagement & Insights - LATAMOmnichannel Outcomes LeadsCustomer Insights LeadChannel LeadData Governance & Analytics LeadOrganizational Change Management LeadPMOLATAM Leadership - GMs and rest of LATAM Enabling Team (LET)GlobalDCE&I InsightsVoice of the CustomerOneCustomerGlobal LT - Program Performance and Change ManagementOther LATAM roles & functionsLocal iSquads (Medical, Marketing)Patient Journey Partners (PJPs) & HSPs (Health System Partners)Experience & QualificationsEducation? Bachelor degree (scientific, technical, digital, economic or business degree). An advanced degree in Life sciences and/ or MBA is a plusProfessional ExperienceExcellent strategic thinking, highly innovative, and proven ability to translate strategy into operational excellence across a commercialization organizationExperience in understanding customer experiences in a healthcare system set-up and acting on them, improving HCP and patient satisfactionStrong and proven leadership of cross functional teams and ability to influence across a matrix without authorityEnterprise mindset and global experienceExperience with digital, omnichannel, and associated data/analytics capabilities in large biopharma environmentsExperience working and collaborating with HCPs and sophisticated health systemsSelf-starter who thrives in a fast-paced, collaborative, and innovative high-growth environmentEffective written and verbal communication skillsExperience of minimum 5+ years in a digital and/or customer engagement strategic role within the healthcare, consumer packaged good and/or tech industry.
8-10 years of relevant experience is preferred.Track record of successful leadership preferred; or leading the development of large, multi-disciplinary globally dispersed teamsStrong judge of talent with the ability to make tough talent decisionsLanguages? Fluent in English and Spanish (oral & written) is essentialSkills & CompetenciesCompetenciesVisionary: You are a visionary leader who uses innovative strategic approaches to solve business challenges and exceed customer expectationsArchitect: You orchestrate people, structures and processes to accelerate the creation and localization of the continuous learning and closed loop feedback strategy to deliver exceptional customer experienceCatalyst: You have an entrepreneurial mindset and can mobilize and act quickly upon evolving business and customer needsCoach: You lead teams and encourage systemic thinking and experimenting by creating a collaborative and networked environmentIn addition, the following skills will make you successful in your position and career development at Roche: CoachingOutcomes Based PlanningSystems ThinkingCustomer CentricityDeep ListeningCulture AdvocateCX ManagementCX Measurement/VoC CX DesignDigital MarketingDigital StrategyInsights GenerationSegmentation & ProfilingData Management
