Global Omnichannel Experience Strategist

vor 3 Wochen


Basel, Basel-Stadt, Schweiz Roche Vollzeit

The Role

As a Global Omnichannel Strategy Lead at Roche, you will play a pivotal role in shaping the company's omnichannel customer experience strategy. Your primary objective will be to develop an integrated customer experience strategy through an omnichannel go-to-market approach. This involves leveraging insights-driven use of omnichannel touchpoints, encompassing digital platforms, print, other media, Patient Journey Partner engagements, Congresses, and other customer-centric channels.

Responsibilities

  • Orchestrate a unified and consistent experience by connecting channels that are efficient while increasing economies of scale and efficiency through using a common approach (omnichannel strategic framework - applicable for disease areas, launch, EP).
  • Coordinate and align omnichannel strategies with business outcomes by collaborating with various teams within the Customer Experience & Insights team (CXI).
  • Develop and execute an omnichannel strategic framework for disease areas, product launches, and established products.
  • Collaborate with PDMA and GPS teams to embed an omnichannel approach in franchise strategies.
  • Use data-driven insights to prioritize decisions and enhance customer engagement.
  • Manage multiple product launches simultaneously, from pre-launch activities to post-launch evaluations.
  • Partner with CxI capabilities to provide the right resources for therapeutic areas.
  • Work closely with the Content Lab and Channel Experience team to deliver targeted campaigns for specific customer segments.
  • Enable high-impact communication through active facilitation and listening to drive toward organizational alignment among global teams.
  • Ensure an environment that supports creativity, inclusivity, and innovation.
  • Rollout Omnichannel strategies to enable iCX on a global and local affiliate level.

Experience & Qualifications

  • Many years of experience in the pharmaceutical or biotechnology industry, with marketing leadership and customer engagement experience.
  • Experience with digital strategy creation including go-to-market digital marketing and digital customer engagement strategies.
  • Expertise with digital consents, digital channels (email, web, social media, SEO, SEM, etc.), knowledge of data and analytics, and its use in digital customer engagement, regular user of consumer digital devices and apps; ideally, early adopter of new technologies; and ideally has worked and fluency with the core capabilities required to successfully drive digital transformation in a large organization.
  • Experience in CX design (Customer journey mapping from 'as is' to 'To be' scenarios), Human Centered Design, User Experience Design, and Usability across more than one customer interaction channel.

Skills & Competencies

Key skills and competencies for this role include visionary leadership, architectural expertise, catalytic capabilities, and coaching proficiencies. The ideal candidate will possess the ability to link digital transformation and innovation to customer engagement and business impact, aligning CX and Omnichannel Strategy with the TA strategic objectives.



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