IT Business Analyst - Omnichannel Orchestration - RDT Global Products & GPS

Roche; Madrid; On-site; EUR 40,000 - 60,000; Full time

Job summary

Roche is seeking an IT Business Analyst to enhance omnichannel engagement strategies. The role involves translating business needs into requirements, collaborating with teams to improve processes, and ensuring successful adoption of capabilities across various markets.

The ideal candidate will have over 5 years of experience in business analysis or digital transformation, strong stakeholder management skills, and familiarity with Adobe platforms. The position demands effective communication and a commitment to delivering measurable business value.

Qualifications

• 5+ years of experience in Business Analysis, Consulting, or Digital Transformation domains.
• Experience in gathering, analyzing, and documenting business requirements.
• Familiarity with Adobe Experience Platform and customer journey orchestration.

Responsibilities

• Gather and document business requirements for omnichannel engagement.
• Act as a key contact for affiliate teams adopting omnichannel capabilities.
• Collaborate with cross-functional teams to ensure business needs are met.

Skills

Business Analysis

Stakeholder Management

Agile Environments

Omnichannel Engagement

Communication Skills

Education

University degree

Tools

Adobe Experience Platform

CRM Systems

Marketing Automation

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.

Job Description

At Roche, we are building a scalable and compliant omnichannel engagement ecosystem that enables personalized, data‑driven interactions across channels. As an IT Business Analyst within Omnichannel Orchestration, you will act as the bridge between business stakeholders, affiliate teams, and technology delivery teams. You will play a key role in translating business needs into clear requirements, supporting onboarding and adoption of omnichannel capabilities, and ensuring successful delivery of customer engagement use cases across markets.

A major focus of this role will be supporting the rollout, adoption, and continuous improvement of omnichannel engagement capabilities across Pharma International affiliates. This role will work closely with Product Owners, Solution Architects, Engineers, Data Teams, and Business Stakeholders, helping to shape requirements, improve processes, and ensure solutions deliver measurable business value.

The Opportunity

Business Analysis & Requirements Management

• Gather, analyze, and document business requirements for omnichannel engagement, customer journeys, audience segmentation, and activation use cases.
• Translate business needs into user stories, process flows, functional requirements, and acceptance criteria.
• Facilitate workshops, discovery sessions, and requirement gathering activities with global and affiliate stakeholders.
• Support backlog refinement and prioritization activities with Product Owners and delivery teams.

Affiliate Engagement & Omnichannel Adoption

• Act as a key point of contact for affiliate teams adopting omnichannel capabilities.
• Understand affiliate business processes, pain points, and market‑specific requirements.
• Support onboarding activities, capability demonstrations, training sessions, and business readiness efforts.
• Identify opportunities to improve adoption, operational efficiency, and user experience.

Cross‑Functional Collaboration

• Partner with Product Owners, Solution Architects, Engineers, Data Teams, and Vendors to ensure business requirements are clearly understood and implemented.
• Support testing, validation, and user acceptance activities.
• Help manage dependencies across business, process, data, and technology workstreams.

Continuous Improvement

• Analyze business processes and identify opportunities for optimization and standardization.
• Contribute to documentation, governance practices, templates, and best practices.
• Support reporting, insights, and measurement activities to evaluate business outcomes and adoption.

Who You Are

You are a delivery‑oriented and collaborative leader who is comfortable operating across business and technology domains within large‑scale enterprise transformation programs.

Experience & Qualifications

• 5+ years of experience in Business Analysis, Consulting, Product Delivery, CRM, Marketing Technology, Omnichannel Engagement, or Digital Transformation domains.
• Experience gathering, analyzing, and documenting business requirements and translating them into scalable technology solutions.
• Strong stakeholder management skills with experience working in large‑scale enterprise transformation or digital engagement programs.
• Experience operating within Agile delivery environments and collaborating across product, engineering, and business teams.
• Strong understanding of omnichannel engagement, campaign execution, customer journeys, audience segmentation, and activation workflows.
• Familiarity with Adobe Experience Platform (AEP), Adobe Journey Optimizer (AJO), CRM and Marketing Automation ecosystems, customer journey orchestration, segmentation, and activation concepts.
• Experience coordinating cross‑functional teams, external vendors, and implementation partners.
• Ability to manage dependencies across business, product, architecture, data, and engineering teams.
• Strong execution, facilitation, and operational coordination skills.
• Excellent communication and organizational skills, with the ability to work effectively with business stakeholders, technical teams, and external partners.
• Comfortable navigating global and matrixed environments.

What Success Looks Like

• Successful onboarding and adoption of omnichannel orchestration activities across affiliate markets.
• Clear, actionable business requirements that enable efficient delivery.
• Strong alignment between affiliate needs and technology solutions.
• Improved business processes and operational efficiency.
• Positive stakeholder feedback and measurable adoption of omnichannel capabilities.

Education

University degree required. Relevant certifications in Agile, Product Ownership, Adobe, CRM, or Marketing Technology platforms are a plus.

Roche is an Equal Opportunity Employer.