Omnichannel Customer Experience Partner

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Position based in Malaysia

As an Omnichannel Customer Experience Partner, you will act as an expert in marketing, digital marketing, and strategy, while providing integrated systems thinking and leadership. Your responsibilities include developing, owning, and jointly implementing team outcomes with pod members, co-defining portfolio strategy, and leading or contributing to related work packages and initiatives.
In terms of Omnichannel capabilities, you are expected to serve as a powerful lever to deliver a seamless customer experience across face-to-face and digital channels, having demonstrated experience in creating and delivering Omnichannel campaigns that blend our “traditional” activities with digital touchpoints in an orchestrated way, with a focus on effective messaging, customer satisfaction, speed, and cost-effectiveness.

Although hired into a country affiliate, this role requires you to be part of an APAC collaboration, working across borders to realize and scale country outcomes by contributing to virtual, cross-border, cross-functional work package teams. 
Roche expects all employees to hold high standards of compliance with both external and internal policies and regulations and actively participate in SHE initiatives within the Company.

The Opportunity:

• Actively contribute to the Outcomes Based Planning process with digital marketing and customer engagement expertise and quality customer insights

• Collaborate with (PPOC) Primary Point Of Contacts (eg. Patient Journey Partners) and relevant stakeholders to identify and analyze insights aligned to outcome defined by the Pod, owning the space relating to EpicX and relevant qualitative & quantitative insights.

• Define customer segmentation strategy in association with local business needs and APAC Cx framework to implement successful customer experience strategies.

• Work with Pods and other stakeholders such as The Lab or external agencies to create content and management and lead the deployment across all communication channels. Work closely with Pod(s) to define and drive disease area/product-level communications including working with the external agencies eg media 

• Establish and own success signals for the affiliate’s omnichannel plans based on the APAC Cx framework, drive excellence in execution and create a measurable link to business outcomes

• Own the continuous learning and closed loop process for priority disease areas, taking into account existing global programs, systems and tools (EpiCX, Reimagine Segmentation, Insights Intelligence & Voice of Customer) and local customer pain points, creating a virtuous cycle of continuous improvement based on valuable customer insights

• Work closely with the APAC Cx Network to advocate for the affiliate’s omnichannel capability needs (e.g. data, channels, content) to be properly served and partner in the implementation of capability roadmaps

• Ensure all business activities within the ecosystem comply with relevant company SOPs, PhAMA Code of Conduct, iFPMA, Symphony (and of equivalence) and are of high ethical standards

Who You Are:

You Have:

•  Bachelor degree (scientific, technical, digital, economic or business degree)

• Confirmed experience in planning and delivering integrated omnichannel strategies, campaigns and programs.

• Experience in insight generation processes, turning available data into actionable suggestions that can contribute to the desired outcomes for each disease area.

• Experience in marketing or customer-facing roles ideally in healthcare, with a strong local market understanding and with deep understanding of the field engagement model and tactics. 

• Experience in leading cross-functional projects

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.