Job Detail

Location agnostic across the Roche Diabetes Care (RDC) Region International, the Head of Customer Experience, RDC Region International, is responsible for developing and implementing customer strategies that maximize the impact of each and every customer and patient interaction.

Responsible for enabling countries shaping the end-to-end experience of customers in the Region, drive conversion across key stages of customer journey, provided the processes and tools to manage customer experience. You will lead the initiatives to provide service to deepen relationships with customers and achieve Roche Diabetes Care Region International ambitious business goals.

You will be accountable for all KPIs across our customer journey, lead on customer experience strategy and take responsibility for planning, developing and managing portfolio of customer activities. Leading on overall customer communication and engagement plans aimed at measurably increasing conversion rates at all stages of enquirer and potential customer journey, it is essential that You are able to provide innovative ideas to develop experiences that showcase our brand, as well as drive interests to Accu-Chek products.

You will ensure customer satisfaction across all engagement points is paramount, and will need to embed relevant measurements across a range of events and customer focused activities. Understanding of a competitive environment, customer needs and the ability to work creatively and lead with strategic goals in mind are essential to business success.

You will report to the Head of Diabetes Care Region International and be a member of the International Regional Core Leadership Team.

Your responsibilities include:

• Plan and implement regional governance to oversee and optimize all customer interactions at every point of contact, including CRM and contact-center strategies, to enhance customer experience and engagement


• Develop customer service concepts for the region that meet with the varied needs across the region. They will also develop out-bound interaction opportunities with customers and patients and develop a team that can support local sales organizations to better cover their territories


• Design a matrix Customer Service organization for the region that ensures maximizing every customer and patient interaction


• Develop and drive the strategic customer experience agenda; targeting opportunities to generate and drive revenues through Customer Services in close alignment with the General Managers and regional business development


• Ensure all Customer Services functions across the region are truly focused on providing an excellent customer experience, using each customer interaction as a gift, a key opportunity to engage with a customer or patient and better understand their needs


• Work with cross-functional teams to align customer interests with business objectives and champions opportunities to consistently improve service delivery


• Provide direction for a more strategically oriented customer service experience including streamlining points of interaction with the customer throughout the lifecycle, liaise with relevant business owners to champion change


• Conduct assessment on various field-force functions (sales, marketing and customer service) and also their interactions to deliver seamless customer service. Conducts a variety of analysis tools such as best practice surveys to improve customer experiences


• Continually review and evolve the collection of processes to track, oversee and organize every interaction with the customer throughout the lifecycle


• Further develop the use of analytics and data to partner with the commercial business units, better understand how they are operating and where potential revenue streams could be developed and supported from Customer Services


• Lead Commercial Model Implementation (CMI) project in Region International, planning and monitoring country readiness and interfacing with global support functions

Who you are

This is an excellent opportunity for a strong marketer passionate about customer experience and lifecycle management, with a strong drive and desire to lead at both strategic and operational level.

You will bring the following skills and experience:

• University Degree/MBA or other relevant Post Graduate qualification


• Solid experience and strong track record on Customer Experience managerial roles


• Experience in working in an international environment, strong cross-cultural awareness and ideally have led organizations based in different countries


• Work or worked in a customer management role with proven success. Ideally experience in transforming a service organization from cost to revenue demonstrating strong strategic visioning abilities and customer focused deployment


• Challenge all processes that impact our customers receiving the best possible experience and ability to analyze customer metrics, including Net Promoter Score


• Implement and monitor improved governance, standardized process and procedures, and lead the development of new solutions to meet customer’s changing expectations


• Dynamic and entrepreneurial personality, track record of strong business impact in services business


• Work with a sense of urgency, highly results oriented, exhibit a direct, straightforward leadership style


• Excellent networking, interpersonal and communication skills, team player, with outstanding organizational and matrix management skills


• Ability to transfer analysis, concepts and ideas into inspiring & convincing communications


• Ability to gain alignment from peers, global functions and country heads, and influence senior leadership


• Fluent in English


• Ability to travel up to 60% of the time

If you are proud of contributing and feel you have the dedication to teamwork and innovation that we are seeking, then Roche is the organization for you. Every role at Roche plays a part in making a difference to patients’ lives. If you want to work in a hardworking team, make your mark & improve lives, apply now.

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

If you have questions then please check our FAQs and videos on careers.roche.ch/faq.