Journey Orchestrator

Roche; Welwyn; On-site; GBP 70,000 - 100,000; Full time

Job summary

Roche in the United Kingdom is seeking a Journey Orchestrator to design and deploy automated customer journeys that connect brands with healthcare professionals and patients. You will translate briefs into sophisticated segments, build complex journey flows in CRM and marketing platforms, and lead end-to-end testing to ensure flawless customer experiences across web, email and field channels.

You will drive data-driven segmentation, ensure consistency across touchpoints, and train marketing

Qualifications

• Hands-on backend CRM and marketing automation experience.
• Strong data logic and customer segmentation capabilities.
• Ability to translate briefs into complex journey changes.

Responsibilities

• Build and manage complex conditional logic for automated journeys and field-triggered interactions.
• Lead end-to-end testing, verify data triggers and branching logic.
• Ensure a consistent customer experience across web, email and field interactions.
• Transform briefs into sophisticated customer segments for campaigns.
• Coordinate with global operational teams and own UK output quality.
• Train Marketing and Medical Affairs colleagues to build simple journeys.
• Create and maintain a library of self-service journey templates.

Skills

CRM & marketing automation

Data logic

Customer segmentation

Journey building

Quality assurance

Training colleagues

Tools

Adobe Campaign

Journey Optimiser

Veeva CRM

Salesforce Marketing Cloud

HTML/CSS

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

The Journey Orchestrator engineers and deploys world-class customer experiences. You are the architect of the logic that connects our brands with healthcare professionals and patients, translating the vision from Marketers, Medical Affairs and Field teams into functional, automated and personalised journeys. You build in our CRM and marketing automation platforms.

This role sits at the intersection of data, technology and customer experience. You will build complex journey flows, use data for precise segmentation, and rigorously test every interaction across multiple therapy areas, while coaching colleagues to handle simple builds themselves so you can focus on high-complexity engineering.

The Opportunity:

Your focus is to make every automated journey technically perfect before it ever reaches a customer.

• You build and manage complex conditional logic for automated email flows, webinar invitations and field-triggered interactions.

• You lead end-to-end testing, verifying links, data triggers and branching logic before deployment.

• You ensure a customer's experience across web, email and field interactions is technically linked and consistent.

• You transform Medical and Marketing campaign briefs into sophisticated customer segments.

• You act as the primary link to global operational teams, directing tactical builds while owning quality of the UK output.

• You train Marketing and Medical Affairs colleagues to build their own simple journeys.

• You create and maintain a library of self-service journey templates that meet technical and compliance standards.

Who you are:

• You bring deep, hands-on experience in the backend of CRM and marketing automation tools.

• You are comfortable with data logic, customer segmentation and multi-step journey building.

• You take a disciplined approach to quality assurance and take pride in finding errors before customers do.

• You understand customer data structures well enough to create actionable segments from business briefs.

• You communicate clearly and can train non-technical colleagues in complex system processes.

Preferred:

• Direct experience with Adobe Campaign or Journey Optimiser, and Veeva CRM.

• Experience working across multiple therapy areas simultaneously.

• Experience with Salesforce Marketing Cloud.

• Working knowledge of HTML and CSS.

Join us and design the journeys that bring our science closer to patients.

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.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants' requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.