Customer Engagement Operations Partner (location agnostic)
The Position
Important Note
The successful candidates will be hired in the same country/location where the candidate is residing.
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 Customer Engagement Operations Partner you are responsible for building our capability to capture, measure and report the external impact of our Omnichannel engagement. In this role you will be tasked with advancing the digital mindset and analytics maturity of the organization by helping it understand, analyze, and use data with confidence to continuously improve customer experience.
You will report directly to the Middle East Customer Experience and Omnichannel Engagement Lead.
Challenges
- Provide fast and competent first line OCE-P support to all users in our region
- Ensure Data management
- Responsible for ensuring that the OCE-P tool meets the requirements of the field while being aligned with the broader ecosystem customer engagement strategic objectives
- Support to end-users as a pool of experts how to best use the different functionalities
- Enable an integrated suite of foundational technologies (EpiCX) that will help create more value and deliver on the triple win
- Provide access to more data, generate richer customer insight, and design and deliver more personalized customer interactions across patient journeys and health systems
- Work with the PPOCs (in-field roles) and internal teams to identify, design and measure key outcomes to measure success
- Accountable for the facilitation of Training and Development of EpiCX products to ensure effective use of the systems by users
- The affiliate point of contact and subject matter expert (SME) for EpiCX
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
- Proven digital/technical experience including HTML and CSS
- Familiarity with CX and UX techniques
- Deep understanding of patient journey(s) mapping and enabling engagement at the specialist level
- Broad knowledge and Practical experience of Omnichannel deployment
- Experience in CRM management, Master data management (MDM) & analytics
- Confirmed experience of designing and conducting market research
- Strategic Thinker: Experience in tying CRM insights and various data analytics to realization of KPIs/Outcomes
- Ability to simplify complex data into valuable strategic insights
- Excellent analytical skills. Proficient in interpreting data and insights to measure impact
- Understanding of developing Customer Centric Experience
- Patient Focused
- Team Player
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
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.للتقدم على الوظيفة
