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Global Digital CX Head

Roche

  • Österreich, Wien
  • Full-time
  • Home office possible
  • Hybrid

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

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

We offer

Global Digital CX Head in Wien

Roche

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