Digital CX Journey Lead

F. Hoffmann-La Roche AG; Sant Cugat del Vallès; Hybrid; EUR 90,000 - 140,000; Full time

Job summary

Roche in Sant Cugat del Vallès is seeking a Global Digital CX Journey Lead to advance digital customer experiences end-to-end across a complex matrix organization. You will analyze the E2E customer journey, translate needs into themes and a prioritized backlog, and guide cross-functional alignment across RDT, MCI, Commercial, GCS, and Customer Areas.

The role emphasizes data-driven insights, omnichannel strategy, Agile and Design Thinking, and a customer-centric Voice of the Customer approach.

Qualifications

• 5-8+ years leading complex CX initiatives in a global matrixed environment.
• Advanced degree in CX, Digital Product Ownership, Digital Marketing, or related field.
• Deep knowledge of DigCX, in-market Customer Journey Mapping, UX/UI research.
• Solid understanding of omnichannel strategies, digital platforms, and modern CX ecosystems.
• Proven proficiency in Agile frameworks (Product model) and Design Thinking.

Responsibilities

• Shape the E2E CX Roadmap: analyze the end-to-end journey and translate objectives into themes, epics, and a prioritized Digital CX backlog.
• Orchestrate cross-functional alignment across RDT, MCI, Commercial, GCS, and Customer Areas; build global and regional consensus.
• Drive data-driven insights using analytics, benchmarking data, and customer feedback; partner with analytics experts.
• Foster innovation and continuous improvement by monitoring the impact of digital touchpoint changes and staying ahead of CX trends.

Skills

CX leadership

Advanced degree

DigCX

Journey mapping

UX research

Omnichannel

Agile (Product)

Design Thinking

Stakeholder management

English fluency

Education

Advanced degree

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

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 (Product model) 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.

Roche is an Equal Opportunity Employer.

We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.