Chez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte.
La position
We advance science so that we all have more time with the people we love
Your Opportunity
1. Customer Journey Mapping:
* Help to improve and play a main role in coaching CE for high-quality and actionable insights.
* Working closely with marketing enablers, medical enablers and CE to analyze and optimize the customer journey for patients, healthcare providers, and other stakeholders to create a seamless experience.
* Identify pain points in the customer journey based on fieldwork observations.
* Manage omnichannel projects in collaboration with Digital lead to measure professional engagement and generate clear, quality insights.
2. Feedback and Surveys:
* Collaborate with marketing to design insightful questionnaires and implement customer feedback mechanisms, including surveys and focus groups.
* Analyze feedback data (post-event surveys, partner scores, etc.) to identify trends and areas for improvement, particularly in omnichannel engagement.
3. Data Analysis and Insights:
* Utilize data analytics tools to monitor and analyze customer interactions and behaviors.
* Extract actionable insights from data to inform strategic decisions and support the creation of effective objection handling strategies.
* Coach Patient Journey Partners (PJP) in the field to improve the quality of insights gathered.
4. Collaboration with Internal Teams:
* Work closely with marketing enablers, medical enablers, squad leads and customer engagement team to ensure a unified approach to customer experience
* Understand TAs' strategies to support insights collection
* Coordinate with regulatory and compliance teams to ensure all customer interactions adhere to company and industry regulations
5. Regulatory Compliance:
1. Ensure all customer interactions and communications adhere to industry regulations and company policies.
* Maintain up-to-date knowledge of regulatory requirements and industry best practices.
Who you are
* Bachelor's degree in business, marketing, medical background (important).
* 1-3 years of experience in customer experience management or a related role in the pharmaceutical industry.
* Analytical Skills: Strong ability to interpret customer data and derive meaningful insights.
* Communication Skills: Excellent verbal and written communication skills for effective interaction with stakeholders.
* Empathy: Ability to understand and address the needs and concerns of patients and healthcare providers.
* Problem-Solving: Proficiency in resolving complex customer issues and complaints.
* Collaboration: Strong teamwork and collaboration skills for working effectively with cross-functional teams.
* Regulatory Knowledge: Understanding of regulatory requirements and industry standards in the pharmaceutical sector.
Qui nous sommes
Un avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial.
Construisons ensemble un avenir plus sain.
Roche est un employeur offrant l'équité en matière d'emploi.
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