Sub-Chapter Lead, Customer and Account Insights

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche .

​The Strategic Insights Chapter within Roche Diagnostics Solutions (RDS) is offering an exceptional opportunity to become the next Sub-Chapter Lead of Customer and Account Insights. In this position, you will be leading a team of passionate, analytic and data-driven people who partner with stakeholders at a local, regional and global level to support data-driven decision-making across Roche Diagnostics.

The Opportunity

As the Sub-Chapter Lead of Customer and Account Insights, you will be responsible for the growth and development of the team, as well as the delivery of customer- and account-level insights partnerships across major stakeholders (e.g. Affiliate Sales and Finance, Affiliate Cx Champions, Global Customer Service, Regional Cx stakeholders, Regional LTs ). You will have the opportunity to drive and shape the function, continuously improve the quality of information used to drive decisions and develop a team that works in close strategic partnership with their stakeholders. You will interact with leaders at multiple levels in the organization.

Key Responsibilities:

• You will develop the strategy of the Sub-Chapter Customer & Account Insights & drive standards and practices, training, and knowledge sharing, as well as development opportunities and talent pipelines.

• You will ensure that business partnerships with key stakeholders (e.g. GCS, Affiliate and Regional leadership teams, Cx Communities, Quality) are established to drive data-based analysis of key business questions through combinations of customer experience responses, account-level sales, profitability, and contract opportunities, and provide actionable insights into how to improve our go-to-market capabilities to drive top-line, bottom-line and customer experience performance.

• You will work collaboratively across teams within the Commercial Domain (e.g. Finance eCOE, Finance Commercial Enablement, REXIS Commercial Enablement, REXIS Service Enablement) to ensure the best commercial analytics/insights are brought forward.

• You will lead and develop a multinational team of Functional Partners, and Managers for Customer and Account Insights to analyze account trends and customer feedback worldwide to support data-driven decision-making.

• You will hold responsibility and accountability for teamwork product and represent the team’s work fluently with key senior stakeholders.

• You will manage resources & people for personal, skill, and career development, and coach the team to successfully operate in a cross-functional, highly matrixed environment so that activities and decisions are founded on the best interest of the wider Roche organization and its customers.

• You will create a Great Place to Work environment by creating a stimulating and motivating workplace capable of attracting, engaging, retaining and developing high performers.

• You will define shared objectives and evaluate team members' performance, with evaluations driven by feedback from key stakeholders in global functions with firsthand experience of the work.

Who you are

• You have an undergraduate degree; a master’s degree, an MBA, or a Ph.D., preferably in business or the life sciences.

• You benefit from having 10+ years of relevant experience, preferably in areas related to Diagnostics.

• You bring strong leadership experience, especially with extensive experience leading diverse, global teams, and/or matrix leadership at the enterprise level.

• You have established knowledge of the Roche Diagnostics organization. A strong personal network across different teams within the company will be considered an asset.

• You demonstrate the ability to promote a culture of trust and support, along with high emotional intelligence and strong interpersonal skills. A proven ability to work in a fast-moving and agile environment is considered a plus.

Join us in our mission to deliver exceptional customer experiences and be part of our dynamic Strategic Insights Chapter!

Who we are

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 Diagnostics International in Rotkreuz is a leading provider of diagnostic systems solutions, and the largest manufacturer of fully automated in vitro diagnostic systems in Switzerland. We are more than 2’700 passionate colleagues from over 65 nationalities. Find out more about our site in Central Switzerland, here .

Besides extensive development and training opportunities, we offer flexible working options, 18 weeks of maternity leave and 10 weeks of gender independent partnership leave. Our employees benefit from multiple services on site such as child-care facilities, medical services, restaurants and cafeterias, as well as various employee events.

We believe in the power of diversity and inclusion, and strive to identify and create opportunities that enable all people to bring their unique selves to Roche.