Global Digital CX Journey Lead

Roche; Wien; Hybrid; EUR 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Flexible work model

Global exposure

Growth opportunities

Zusammenfassung

Roche in Sant Cugat del Vallès is seeking a Global Digital CX Journey Lead to advance patient- and customer-focused digital experiences across the end-to-end journey. You will consolidate insights from global teams to shape a unified digital and physical experience for core customer segments.

Your remit includes creating actionable E2E CX roadmaps, driving cross-functional alignment, and leveraging analytics to identify gaps and opportunities while continuously innovating in digital CX practices

Qualifikationen

• 5-8+ years leading complex CX initiatives in a global matrixed organization.
• Advanced degree in relevant field.
• Deep knowledge of DigCX and omnichannel strategies.

Aufgaben

• Lead the E2E CX roadmap and translate objectives into themes and epics.
• Foster cross-functional alignment across global and regional teams.
• Drive data-driven insights using analytics and benchmarks to close experience gaps.
• Monitor impact of digital touchpoint changes and drive continuous improvement.

Kenntnisse

Digital CX

Customer Journey Mapping

UX/UI research

Agile (SAFe/Scrum)

Design Thinking

Stakeholder management

English (fluent)

Ausbildung

Advanced degree in Customer Experience or related field

Tools

Analytics tools

Jobbeschreibung

The Position

At Roche, we believe every business decision should be guided by its impact on patients and customers. We are digitalizing healthcare to deliver better outcomes faster. As the Global Digital CX Journey Lead, you will play a pivotal role in advancing Roche’s commitment to delivering exceptional digital customer experiences across the end-to-end (E2E) customer journey.

Operating within a complex matrix organization, you will consolidate insights from Functional, Lifecycle, and Commercial teams to shape a seamless, unified, and differentiating digital and physical experience for our core customer segments.

The Position

Your primary focus will be on understanding, analyzing, and optimizing digital touchpoints where over 70% of interactions are digital, ensuring they seamlessly integrate with physical touchpoints. By creating clear, actionable E2E CX roadmaps, you will guide prioritization and drive alignment across cross-functional teams, translating customer needs into a cohesive, evidence-driven digital vision.

Key Responsibilities:

• Shape the E2E CX Roadmap: Lead efforts to analyze the E2E customer journey. Collect and translate functional objectives into Themes, Epics, and a single, prioritized Digital CX backlog.

• Orchestrate Cross-Functional Alignment: Foster shared accountability across RDT, M&CI, Commercial, GCS, and Customer Areas. Build consensus globally and regionally, balancing scalable solutions with local nuances.

• Drive Data-Driven Insights: Leverage customer behavior analytics, benchmarking data, and commercial feedback to uncover experience gaps and opportunities. Partner with analytics experts to track leading and lagging performance metrics.

• Foster Innovation & Continuous Improvement: Monitor the impact of digital touchpoint changes. Stay ahead of emerging digital CX trends and technologies to proactively integrate best practices into Roche’s ecosystem.

Who You Are

You are a structured, pragmatic, and customer-centric leader. You excel at driving alignment without formal authority, blending deep empathy with strong analytical thinking to act as the true Voice of the Customer (VoC).

Qualifications & Experience:

• Experience: 5-8+ years leading complex CX initiatives within a global, matrixed corporate environment.

• Education: Advanced degree in Customer Experience, Digital Product Ownership, Digital Marketing, or a related field.

• Technical Expertise: Deep knowledge of Digital Customer Experience (DigCX), in-market Customer Journey Mapping, User-Centered Design, and UX/UI research.

• Ecosystem Knowledge: Solid understanding of omnichannel strategies, digital platforms, and the technical ecosystems that power modern customer journeys.

• Methodologies: Proven proficiency in Agile frameworks (SAFe, Scrum) and Design Thinking to effectively bridge the gap between strategy and execution.

• Communication: Exceptional stakeholder management and collaboration skills, with a native or bilingual command of English.

What We Offer

• A dynamic, multinational, and collaborative environment where your work directly impacts the future of healthcare.

• Opportunities for continuous growth, learning, and development within Roche's global digital ecosystem.

• A flexible work model that supports your well-being and professional balance.

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Sant Cugat del Vallès. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.