Omnichannel Customer Experience Strategist

hace 5 días

Ciudad de México, Ciudad de México Roche A tiempo completo
About the Role

We are seeking a highly skilled and experienced professional to lead our Omnichannel Customer Experience transformation in LATAM. As the Omnichannel Outcomes Lead, you will be responsible for driving the region's omnichannel customer engagement strategy, fostering customer centricity, and crafting seamless experiences.

Key Responsibilities
  • Develop a cross-LATAM omnichannel strategy aligned with defined business outcomes through a deep understanding of customer and patient journeys, customer centricity, market research, and evolving customer needs.
  • Guide Omnichannel CX Chapter Leads in each Affiliate to implement the LATAM omnichannel strategy in their local markets.
  • Establish trust with the Global iSquad Team through two-way communication, sharing regional and local needs.
  • Collaborate with the Global TA iSquad to localize the TA strategy for LATAM, considering local requirements within the overall omnichannel strategy design.
  • Engage with other Network Leads to incorporate their technical expertise in the TA omnichannel strategy.
  • Gather feedback, best practices, and success stories from affiliates to create a culture of sharing and learning.
  • Demonstrate a proven track record of leading business process transformation, organizational culture change, and delivering on programs with complex business deliverables.
  • Exhibit successful leadership, management, and development of globally dispersed teams, with a keen eye for talent and tough talent decisions.
  • Manage and comply with any regulatory requirements related to the above activities.
Requirements
  • You have a Bachelor's degree in scientific, digital, economic, or business fields, with advanced degrees in life sciences and/or MBA considered advantageous.
  • Minimum 5+ years of experience in an omni-channel strategic role within healthcare, consumer packaged goods, or tech space, with a preference for 8-10 years of relevant experience.
  • 5+ years of experience in leading teams or large cross-functional projects.
  • Expertise in therapeutic areas and life sciences, with a strong strategic thinking and proven ability to translate strategy into operational excellence.
  • Demonstrated leadership of cross-functional teams and influencing across a matrix without authority.
  • Enterprise mindset, global experience, and familiarity with digital, omnichannel, and associated data/analytics capabilities in large biopharma environments.
  • Experience working and collaborating with healthcare professionals (HCPs) and sophisticated health systems.
  • Effective written and verbal communication skills. Fluent in English and Spanish (oral & written) is essential.
Skills & Competencies
  • Visionary: You are a visionary leader who uses innovative strategic approaches to solve business challenges and exceed customer expectations.
  • Architect: You orchestrate people, structures, and processes to accelerate the creation and localization of the omnichannel strategy to deliver exceptional customer experience.
  • Catalyst: You have an entrepreneurial mindset and can mobilize and act quickly upon evolving business and customer needs.
  • Coach: You motivate teams and encourage systemic thinking and experimenting by creating a collaborative and networked environment.
About Roche

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity, and diversity.

Roche is an Equal Opportunity Employer.

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