Customer Experience Insights Lead

Customer Experience Insights Lead Schweiz, Basel-Stadt, Basel Vereinigte Staaten, Kalifornien, South San Francisco Apply now! Job facts Objectives and Scope of Position Facilitate healthcare insights and a deeper understanding of customer needs in order to shape the customer experience. Take a holistic overview of customer insights and learnings across functions 1. Capture, commission and synthesize insights from a range of sources to provide enhanced understanding on customer needs and enable development of state-of-the-art customer experience 2. Identify gaps in analysis and information provision and develop/initiate new sources of insight to address these gaps Summary of Main Responsibilities Capture, commission and synthesize insights from a range of sources to provide enhanced understanding on customer needs and enable development of state-of-the-art customer experience Harness data from a range of internal and external sources, including SI&A, DEx and IT Collaborate with SI&A and medical teams to identify data points and insights that feed into medical strategy Take a holistic overview of findings across functions and providers to consolidate and share insight on current customer engagement experience, e.g. what’s resonating, where are the opportunities to enhance patient outcomes through customer engagement? Serve as the subject matter expert for available sources of insight data across the Roche organization. Help direct Customer Strategy and Patient Partnership teams to leverage existing sources of data to facilitate programmatic advancement Understand, anticipate and implement changes to Roche’s analytics approach to personalize the customer experience depending on the life cycle stage at which we engage Proactively seek trends in customer strategy, patient partnership and customer experience to anticipate market changes and future customer needs in order to continuously evolve strategy and improve customer experience Encourage a fluid and flexible approach to customer engagement through constant evolution of the approach based on ongoing monitoring of the customer experience as the relationship is handed from function to function throughout the development of the medicine Identify gaps in analysis and information provision and develop/initiate new sources of insight to address these gaps Partner and innovate with SI&A, TAs and Compliance to develop the right tools, methodology and collaboration models to integrate and gather insights from various sources and Roche systems Identify and manage Healthcare Intelligence agencies and advanced analytics providers Take a future-oriented perspective using trends reports and understanding of the wider healthcare ecosystem to anticipate likely developments and adapt strategy accordingly Cross-functional Collaboration Liaise with other medical teams, SI&A and Compliance, and provide input as required Compliance and Ethical Standards Is responsible for acting in line with legal, regulatory and company standards and codes of practice (such as Roche Code of Conduct and any other Roche directives and guidelines) and including all local country policies related to HCP engagement Completes all required training modules as a priority High ethical standards, ability to demonstrate Roche Values and Leadership Commitments Professional and Technical Requirements Bachelor’s degree in science or related field Advanced degree (e.g. MBA, PhD, PharmD) preferred Expertise in Advanced Analytics, Medical Communications and Medical Affairs Technical Competencies Ability to demonstrate Roche Values and Leadership Commitments Roche Core Competencies Strong orientation/focus on customers Externally focused: proactively monitors the external landscape to understand and communicate trends, competitive activity, risks and opportunities Communication skills: ability to communicate complex messages to diverse audiences Interpersonal and partnering skills: proven ability to work effectively and efficiently in cross-functional and matrix teams Problem-solving skills: demonstrated ability to anticipate and solve problems Results-oriented: focused on successful outcomes not predetermined solutions Agility: ability to flex and thrive in a dynamic environment undergoing transformational change Ability to promote and role-model integrity and compliance with internal and external regulations Experience, Skills and Knowledge A minimum of 5 years in the pharmaceutical/biotechnology industry or related experience (preferably in positions related to Customer Analytics/Healthcare Intelligence and Medical Affairs/Communications) Proven expertise in the principles and techniques of data analysis, interpretation, and assessing relevance for the customer strategy objectives/teams Good understanding of data models, taxonomy and other technical aspects of insights generation Ability to abstract concepts out of business requirements and try to simplify Analytical and problem-solving capabilities and skills. Has demonstrated the ability to anticipate and solve problems e.g. evaluate, interpret and present highly complex data Communication and presentation skills; highly effective at summarizing and presenting key considerations and decision-points in a simple way Who we are Bei Roche leisten 94,000 Menschen in 100 Ländern Pionierarbeit im Gesundheitswesen. Gemeinsam haben wir uns zu einem weltweit führenden, forschungsorientierten Healthcare-Konzern entwickelt. Unser Erfolg baut auf Innovation, Neugier und Vielfalt.Roche ist ein Arbeitgeber, der für Chancengleichheit steht und rechtswidrige Diskriminierung aufgrund von Hautfarbe, Religion, Geschlecht, sexueller Orientierung, Geschlechtsidentität und geschlechtlicher Äußerung, nationaler und ethnischer Herkunft, Abstammung, Alter, geistiger und körperlicher Beeinträchtigung, Krankheit, Familienstand, ehemaliger Militärzugehörigkeit oder anderer durch Gleichbehandlungsgesetze geschützter Eigenschaften ausdrücklich untersagt. Job facts Location Schweiz , Basel-Stadt , Basel | Vereinigte Staaten, Kalifornien, South San Francisco Function Medical Affairs Subfunction Medical Science Liaison Schedule Vollzeit Job level Individual contributor Job type Unbefristet Division Roche Pharmaceuticals Posted since 2019/07/29 Job-ID 201904-112472 Get in touch Ms. Kristy McDill Apply now!