Experteer Overview In this role you will own and drive Roche's Digital CX vision across B2C patients and B2B clinicians and lab professionals. You will define an end-to-end Digital CX roadmap, align CX design with business goals, and measure behavioral analytics to deliver value. You will harmonize digital and physical touchpoints through cross-functional governance with regions and affiliates. You will lead the Diagnostics Digital CX team, coaching talent and aligning resources to cross-portfolio goals. This role shapes a patient- and clinician-centered digital experience at scale within Roche's mission to improve global healthcare.Compensaciones / Beneficios - Define and track end-to-end Digital CX roadmap across B2C and B2B - Align digital experience design with business goals and brand differentiation - Develop short- to long-term plans to enhance the digital experience and drive impact - Ensure consistency across the end-to-end journey and integrate digital touchpoints with product teams, adapting to local needs - Establish and chair the Digital CX committee;
coordinate with regional, affiliate, and RDT stakeholders - Facilitate cross-functional collaboration to translate strategies into actionable CX projects - Lead, mentor, and develop the Diagnostics Digital CX team;
manage resources and agile deliveryResponsabilidades - Advanced degree in a relevant field such as science, engineering, or business - 10+ years of leadership experience in complex organizations - Proven track record of leading end-to-end CX and Digital CX initiatives for B2B and B2C - Experience designing and implementing CX strategies based on customer insights and journey validation - Familiarity with managing digital CX initiatives across complex portfolios and driving consistency - Excellent stakeholder management and communication skills - Empathy for customer needs in digital touchpoints and user-centered outcomes - Knowledge of experience research, design, and validation methodologiesRequisitos principales -