AI-Driven Service Process Transformation Lead

Roche; Sant Cugat del Vallès; Vor Ort; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Roche is seeking a Senior Business Process Manager / AI-Driven process transformation lead to own and redesign our service workflows. You will mine events from enterprise systems, shape AI-enabled processes, and integrate them into the global Roche IT ecosystem while maintaining regulatory compliance.

You will partner with contact center agents, field service engineers, and product owners to translate AI capabilities into practical workflow improvements and governance across L1/L2 support and

Qualifikationen

• 5+ years in BPM, continuous improvement, or digital transformation.
• Experience with or alongside technical customer support, contact center, or field service ops.

Aufgaben

• Define and document end-to-end service workflows.
• Design AI-first process architecture for predictive service and automation.
• Collaborate with agents, field engineers, and second level support.
• Ensure regulatory, quality, and complaint handling standards are met.
• Lead cross-functional initiatives and govern process changes globally.

Kenntnisse

Process Mining

AI Literacy

CRM & ERP

Tools

Celonis

UiPath

Signavio

Salesforce

SAP

Jobbeschreibung

Roche is seeking a Senior Business Process Manager / AI-Driven process transformation lead to own and redesign our service workflows. You will mine events from enterprise systems, shape AI-enabled processes, and integrate them into the global Roche IT ecosystem while maintaining regulatory compliance.

You will partner with contact center agents, field service engineers, and product owners to translate AI capabilities into practical workflow improvements and governance across L1/L2 support and