Customer Insights & Analytics Partner (2 FTE across Middle East)

The Position

Important notes

In total we will be hiring 2 FTE. 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 ME 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 Insights and Analytics Partner you are the key driver for customer centricity and personalizing our customer engagement model through a deep understanding of our customer needs, pain points and preferences across the Middle East. You will be responsible for designing the cross-Middle East Customer Insights Strategy to address diverse business questions from multiple teams and deliver on our CX ambitions.

You will be guiding Affiliate’s local insight generation and segmentation processes through your customer (digital) engagement expertise and ensure the framework is enabled across the organization via a clear governance structure (global & local). As part of this work, you will connect and interact closely with the Global Insights Team, to ensure that the guidance and framework (guiding a persona/data-driven, consistent and holistic segmentation approach) is appropriate and applicable to your region and scalable for Middle East Affiliates.

Additionally, you are also responsible for the successful roll out of customer journey mapping in the Middle East and increasing the adoption of the standardized approach to journey mapping developed by the Global Team across the Middle East Affiliates.

You will be directly reporting to the Middle East Customer Experience and Omnichannel Engagement Lead and partner with the Middle East Network and Affiliate teams to ensure alignment and consistent application of the Customer Insights Strategy across the Middle East region.

Challenges

• Responsible for the market research vendor management
• Manage the market researches at local level that will inform the DA CE Strategy including partner score and VoC to derive insights to drive, challenge and / or validate strategic business and / or tactical marketing decisions
• Collaborate closely with stakeholders who are closest to our customers, e.g. PPoC’s to better understand and validate customer segments for the Customer Insights Strategy
• Measure the digital campaigns effectiveness and insight sharing to inform the next learning cycle
• Support the DCE Network team with the necessary analytics and insights reports (eg: Partner Index, CI, market surveys reports, DA/Brand market research depending on priorities etc…) flagging opportunities and threats and enabling optimized data analysis
• Provide Strategic analysis and direction business planning and forecasting in close collaboration with the involved internal stakeholders/enablers
• Become a trusted partner to Global teams by establishing a two-way communication with LATAM and frequently sharing regional and local needs and feedback, also or regarding segmentation and insights generating tools or softwares (e.g. from EpiCX)
• Articulate actionable customer insights for all customer types (patients, HCP, payer and others) ensuring high quality data and reporting
• Gather feedback, best practices and success stories from affiliates across the region to create a culture of sharing and learning whereby lessons learned and synergies can be leveraged to iterate on the Customer Insights Strategy
• Provide leadership and subject matter expertise to support data driven business decisions by researching, identifying, and applying new algorithms and technologies to current business needs
• Manage and comply with any regulatory requirements related to the above activities

Who You Are

Experience & Qualifications

• Bachelor degree (scientific, technical, engineering, digital, economic or business degree). An advanced degree in Life sciences and/ or MBA is a plus
• Experience in Digital Marketing , a Marketing business analytics background
• Confirmed segmentation &/or insights generation experience
• Experience in leading cross-functional projects

Skills & Competencies

• You are a visionary leader who uses innovative strategic approaches to gain valuable insights about our customers and create a holistic picture
• You form and stimulate teams to take bold decisions and enable action based on the insights you create aiming to continuously improve the customer experience
• You provide clarity on priorities based on the insights and segments you create to enable teams and network to amplify what is working well for our customers
• You help network and affiliate teams to build the skills and mindset needed to transform data into valuable customer insights

In addition, the following skills will make you successful in your position and career development at Roche:

• Collaborative Network Ways of Working
• Risk Taking & Experimentation
• Learning Agility
• Outcomes Based Planning
• Systems Thinking
• Customer Centricity
• Deep Listening
• Insights Generation
• Social Media Listening
• Segmentation & Profiling
• Performance Analytics

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