Global Digital CX Journey Lead

Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.

Die Position

At Roche, we believe every business decision should be guided by its impact on patients and customers. We are digitalizing healthcare to deliver better outcomes faster. As theGlobal Digital CX Journey Lead, you will play a pivotal role in advancing Roche’s commitment to delivering exceptional digital customer experiences across the end-to-end (E2E) customer journey.

Operating within a complex matrix organization, you will consolidate insights from Functional, Lifecycle, and Commercial teams to shape a seamless, unified, and differentiating digital and physical experience for our core customer segments.

The Position

Your primary focus will be on understanding, analyzing, and optimizing digital touchpoints where over 70% of interactions are digital, ensuring they seamlessly integrate with physical touchpoints. By creating clear, actionable E2E CX roadmaps, you will guide prioritization and drive alignment across cross-functional teams, translating customer needs into a cohesive, evidence-driven digital vision.

Key Responsibilities:

• Shape the E2E CX Roadmap: Lead efforts to analyze the E2E customer journey. Collect and translate functional objectives into Themes, Epics, and a single, prioritized Digital CX backlog.
• Orchestrate Cross-Functional Alignment: Foster shared accountability across RDT, M, Commercial, GCS, and Customer Areas. Build consensus globally and regionally, balancing scalable solutions with local nuances.
• Drive Data-Driven Insights: Leverage customer behavior analytics, benchmarking data, and commercial feedback to uncover experience gaps and opportunities. Partner with analytics experts to track leading and lagging performance metrics.
• Foster Innovation& Continuous Improvement: Monitor the impact of digital touchpoint changes. Stay ahead of emerging digital CX trends and technologies to proactively integrate best practices into Roche’s ecosystem.

Who You Are

You are a structured, pragmatic, and customer-centric leader. You excel at driving alignment without formal authority, blending deep empathy with strong analytical thinking to act as the true Voice of the Customer (VoC).

Qualifications& Experience:

• Experience: 5-8+ years leading complex CX initiatives within a global, matrixed corporate environment.
• Education: Advanced degree in Customer Experience, Digital Product Ownership, Digital Marketing, or a related field.
• Technical Expertise: Deep knowledge of Digital Customer Experience (DigCX), in-market Customer Journey Mapping, User-Centered Design, and UX/UI research.
• Ecosystem Knowledge: Solid understanding of omnichannel strategies, digital platforms, and the technical ecosystems that power modern customer journeys.
• Methodologies: Proven proficiency in Agile frameworks (SAFe, Scrum) and Design Thinking to effectively bridge the gap between strategy and execution.
• Communication: Exceptional stakeholder management and collaboration skills, with a native or bilingual command of English.

What We Offer

• A dynamic, multinational, and collaborative environment where your work directly impacts the future of healthcare.
• Opportunities for continuous growth, learning, and development within Roche's global digital ecosystem.
• A flexible work model that supports your well-being and professional balance.

Are you ready to lead the next evolution of Digital CX at Roche? Apply now!

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Sant Cugat del Vallès. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.

Wer wir sind

Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern.

Gemeinsam können wir eine gesündere Zukunft gestalten.

Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.