Customer Experience Manager - Roche Diagnostics Solutions (RDS)
Location: Rotkreuz, Mannheim, Penzberg, Indianapolis, Branchburg, Tucson, Pleasanton, Santa Clara
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
To design experiences that make a difference to our customers Customer Experience & Solution Design are recruiting a Customer Experience (CX) Manager. Sitting within the global marketing team, this key position will drive: research activities, journey mapping, design of software and hardware products, solution integration & testing, and above all promote customer experience improvements and harmonisation within Diagnostics.
You will be responsible for orchestrating and prioritising CX activities across Diagnostics and head up a team of CX Leads, with service design and project management capabilities. You will coach and develop the CX Leads to take accountability for sub-journey definitions, design and improvements and to coordinate squads to co-develop state-of-the-art solutions for our customers ensuring best in class experience. You will be a strong ambassador for Customer Experience within the organisation and leverage your passion for customer experience to create a community of CX early adopters.
You have the remit to lead prioritization of project requests, project intake, oversee overall project delivery, team rituals, and design operation.
You are responsible for shaping and establishing the overall Diagnostics CX framework and the journey logic in the organisation.
You are accountable for managing the team Design Ops strategy and driving continuous improvements of process standards and best practices.
You will lead, support and oversee Customer Experience initiatives across the entire Diagnostics landscape.
You will engage closely with various stakeholders across the organisation, and work towards realising our ambition to provide a market-leading Customer Experience (CX).
You will work very closely with the Strategic Insights team to drive CX activities that are based on customers feedback and can create value.
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, always 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 a minimum 7+ years professional experience in a senior role, in areas such as diagnostics, consulting, internet, retail, consumer goods, with experience leading customer projects.
You have a minimum of 3 years experience leading teams working in highly matrix environments
You have a Graduate or equivalent degree, ideally in psychology, cognitive science, Human Factors, or related fields.
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 fluent in English
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.