Website Roche
Founded in 1896 in Basel, Switzerland, as one of the first industrial manufacturers of branded medicines, Roche has grown into the world’s largest biotechnology company and the global leader in in-vitro diagnostics. The company pursues scientific excellence to discover and develop medicines and diagnostics for improving and saving the lives of people around the world. We are a pioneer in personalised healthcare and want to further transform how healthcare is delivered to have an even greater impact. To provide the best care for each person we partner with many stakeholders and combine our strengths in Diagnostics and Pharma with data insights from the clinical practice.
Affiliate Digital Enabler (4 FTE across Middle East)
The Position
Important notes
In total we will be hiring 4 FTE in the below 4 location(s):
1 FTE in Egypt
1 FTE in Saudi Arabia
1 FTE in Jordan or Lebanon
1 FTE in either UAE, Kuwait, Oman, Qatar or Bahrain
Our Vision
Our 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 Middle East 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.
Purpose
As the Affiliate Digital Enabler, you play a key role in the Middle East omnichannel customer engagement transformation to ensure the proper realization of EpiCX on the ground and support the affiliate on digital projects not in scope for Pharma Informatics.
You provide first line support for PJPs to ensure that they continue to focus on the business and patient outcomes. You perform this by asking the right questions, guiding to build constructive discussions, and supporting the team members to stay motivated and concentrated to deliver outcomes.
This role will report ME Customer Experience & Omnichannel Engagement Lead
Challenges
Ensure EpiCx and the future ecosystems of OCE tool will be realised locally
Liaise with PPOC as a first line support when needed
Ensure that PJPshave awareness about network and are utilizing all network elements
Review the EpiCX OCE-D (Campaign/Journey/Content)
Navigate through the model complexity
Manage initiatives that are not in scope for Pharma Informatics
Who You Are
Experience & Qualifications
Bachelor degree (scientific, technical, digital, economic or business degree). An advanced degree in Life sciences and/ or MBA is a plus
Confirmed experience in a digital and/or customer engagement strategic role within the healthcare
Product Owner/Scrum Master and Coaching qualifications are desirable and certification in this area would be considered an asset
Experience in understanding customer experiences in a healthcare system set-up and acting on them, improving HCP and patient satisfaction
Experience with digital, omnichannel, and associated data/analytics capabilities in large biopharma environments
Experience in marketing and analytics and in Digital marketing
Proven track of successful people leadership (direct or indirect)
Significant healthcare customer-facing experience
Experience in agile ways of working and methodologies
Facilitation, situational awareness, conflict resolution, communication, mentoring
Enterprise mindset and global experience
Self-starter who thrives in a fast-paced, collaborative, and innovative high-growth environment
Effective written and verbal communication skills
Skills & Competencies
You are able to manage complexity
You possess excellent planning and executing skills
Agile ways of working
Focus on continuous improvement and learning
Enterprise view
Selfless, servant leader
Active listening and caring connection
Genuine interest in people and Courageously authentic
In addition, the following skills will make you successful in your position and career development at Roche:
Coaching
Outcomes Based Planning
Systems Thinking
Customer Centricity
Deep Listening
Culture Advocate
CX Management
CX Measurement/VoC CX Design
Digital Marketing
Digital Strategy
Insights Generation
Segmentation & Profiling
Data Management
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
To apply for this job please visit careers.roche.com.