- Vienna, Austria
- With professional experience
- Permanent employment
- Full-time
- Hybrid
- Home office possible
At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
As the Digital CX Head, you are the strategic owner of defining and driving the Digital CX vision, E2E non-product specific DigCX strategy and DigCX roadmap across both B2C (patients) and B2B (clinicians, lab professionals) portfolios. You will oversee the creation, development, and validation of customer and user-centered, impactful digital customer touchpoints to deliver business value and you will be accountable to define and track quantitative behavioral analytics for our digital customer experience.
Collaborating with internal functional and product experts, as well as stakeholders across regions and affiliates, you will ensure a harmonized, end-to-end customer experience. With a specific focus on the digital customer experience, you will also ensure seamless integration between digital and physical touchpoints, aligning them to support the diagnostics portfolio and the broader organizational objectives.
Your tasks
Strategic Vision & Roadmap (B2C & B2B)
- Define and track implementation and impact of end-to-end Digital Customer Experience (Digital CX) roadmap changes across B2C and B2B portfolios
- Create strategies that align digital experience design (including CX/UX/UI principles) with the business’s overall goals and deliver consistent brand differentiation
- Define short- mid- to long-term plans to enhance the digital experience and drive meaningful impact for customers and the organization
Governance & Cross-Functional Collaboration
- Ensure consistency in digital customer experiences across the end-to-end customer journey and intuitive and seamless flows with digital touchpoints and also product teams while adapting to specific local needs and requirements as necessary
- Establish and chair the Digital CX committee, engage with functional teams across the division, regional and affiliate stakeholders, and Roche Data & Technology (RDT) to ensure alignment and governance
- Facilitate collaboration across customer areas, networks, and functional partners to translate organizational strategies into actionable customer-focused projects
People Leadership & Team Development
- Lead, mentor, and inspire the Diagnostics Digital CX team, fostering a positive and productive working environment
- Coach team members to unlock their full potential, supporting their career development
- Manage resource planning and agile assignments to effectively deliver on cross-portfolio digital CX goals
Your profile
Qualifications: Advanced degree in a relevant field such as science, engineering, business and also qualification(s) in customer/user experience design
Experience:
- 10 years+ of experience in team and matrix leadership within complex organizations
- Proven track record of leading end-to-end Customer Experience (CX) and Digital CX initiatives across diverse digital touchpoints for both B2B and B2C audiences
- Strong track record of designing and implementing CX strategies based on customer insights, validating experiences, and improving them across end-to-end journeys
- Familiarity with managing digital CX initiatives across complex portfolios while driving consistency
Key Skills:
- Excellent stakeholder management and communication skills, with the ability to build consensus and advocate for the team’s vision within evolving organizational structures
- Empathy for customer needs and challenges especially for their preference and needs related to digital touchpoints, ensuring user-centered outcomes that genuinely improve processes and experiences
- In-depth knowledge of experience research, design, and validation methodologies, with proficiency in assessing current („as-is“) experiences and envisioning optimal future („to-be“) standards
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