Senior Global Voice of Customer Operator

Roche; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A global healthcare company is seeking a Global VoC Operator - Senior to oversee their VoC Program, utilizing Qualtrics for customer feedback management. This role involves designing surveys, ensuring compliance with VoC guidelines, and providing consultancy to global affiliates. The ideal candidate should have over five years of experience in VoC programs and strong leadership skills. Join this innovative team dedicated to enhancing global healthcare solutions through customer insights.

Benefits

Creative work environment

Global impact projects

Career development opportunities

Qualifications

• Over 5 years of experience in VoC/Customer Satisfaction/NPS programs.
• Comfortable leading without a formal reporting line.
• Skilled in VoC concepts and principles.
• Experience with survey tools like Qualtrics.

Responsibilities

• Lead execution of the VoC Program globally.
• Design and manage customer feedback campaigns.
• Ensure adherence to VoC compliance guidelines.
• Provide consultancy to affiliates on VoC best practices.

Skills

VoC/Customer Satisfaction/NPS programs

Agile methodology

Survey and reporting tools

Data visualization

Effective communication

Tools

Qualtrics

ServiceNow

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.

About the Job

As the Global VoC Operator - Senior at Roche Services & Solutions (RSS), you serve as a subject matter expert for the Roche Pharma Voice of the Customer (VoC) Program and Platform (Qualtrics). You drive all aspects of the VoC Program execution on a global layer, from VoC survey design, configuration, execution, and finally reporting, visualizing, and supporting the interpretation of survey results (in close collaboration with Insights Leads, CX Leads, and business teams).

You are the primary point of contact for the Global VoC Program Owner, relevant Pharma Global teams, Informatics, Roche affiliates, and other key stakeholders in the evolution of the VoC Platform (Qualtrics). Lastly, you support the operationalization of the corporate VoC program and provide the required consultancy across affiliates.

In your Global VoC Operator - Senior role you are responsible for coordinating the work of the other Global VoC Operators (“primus inter pares”) and proactively setting up this new service in RSS. You operate in a dynamic environment and must apply an agile mindset and way of working where collaboration across teams is key for success.

Key Responsibilities

VoC Survey Design, Configuration and Execution

• on behalf of GPS & PDMA (iSquads, IILs, GCES, GMCLs, SCLs, etc.), executing customer feedback campaigns and supporting customer feedback implementation in 'Global' customer touchpoints via using the Qualtrics VoC platform

• creating & managing Roche corporate (global) customer feedback survey templates ("Roche survey library")

• ensure adherence to the Roche Pharma corporate VoC Codex, the Roche Pharma VoC Compliance Guidelines, Roche Pharma VoC Best Practises, the Roche CX Metrics framework (AESPO) as well as all general requirements (esp. MAP, PV, Roche Data Privacy Policies & Principles, Roche Data Ethics Principles, and branding guidelines)

• design and set-up inside-Qualtrics dashboards; maintain/improve corporate data visualizations to track business metrics

• Support 'Global' colleagues (e.g., iSquads, PDMA and insights teams) with data interpretation and guidance on actions advised (closing the loop)

• support smaller affiliates setting up their Partner Score survey (aimed to measure customers' overall perception of their relationship with Roche)

VoC Platform (Qualtrics) evolution

• provide expert advisory to the VoC Program technical evolution in close collaboration with Informatics and other relevant stakeholders

• represent VoC Operations with advancement decisions ('VoC Change Board' seat)

• manage sharing & upscaling of new affiliate VoC use cases (based on having shown proof of concept in an affiliate)

VoC Execution Consultancy

• support the evolution of affiliates' Omnichannel Maturity Index levels (Continuous Learning)

• regularly monitor & coach VoC adoption, consistency, and success across affiliates

• onboarding of new VoC Operators in affiliates

• consultancy on Roche Pharma VoC best practices

• keep VoC guiding, educational, and awareness material up to date

• support the training, upskilling, and enablement of VoC roles at a global and local level

• ensure adherence to the Roche Pharma corporate VoC Codex, the Roche Pharma VoC Compliance Guidelines, Roche Pharma VoC Best Practises, the Roche CX Metrics framework (AESPO) as well as all general requirements (esp. MAP, PV, Roche Data Privacy Policies & Principles, Roche Data Ethics Principles, and branding guidelines)

Who You Are

• In-depth knowledge and experience (>5 years) in executing VoC/Customer Satisfaction/NPS programs in product marketing, medical affairs, customer services, or related functions (not necessarily pharma background); or any combination of education & experience which would provide an equivalent background

• Comfortable leading people and achieving results without a formal reporting line and familiar with Agile way of working

• Self-drive personality and used to lead Global projects with limited supervision

• Good understanding of both qualitative and quantitative customer research

• Skilled in VoC concepts and principles, mature understanding of VoC/Customer Feedback best practices and state-of-the-art

• Deep knowledge of survey and reporting tools; ideally experience with working with Qualtrics as supporting VoC platform (e.g., setting up surveys and dashboards), or similar experience

• Sound understanding of CX measurement and how to track VoC along the customer journey

• Ability to engage with and provide effective guidance to affiliate colleagues on expected VoC corporate approach and ways of working

• Knowledge of marketing technology stack (for Web Channel, Email Marketing, and CDP and how they all interact), Data visualization tools and ServiceNow is a plus

• Passion for CX and VoC enabling Roche to be a truly customer-oriented organization

• Believer in customers’ expectations & needs leading business outcomes, strategy, and decisions

• Highly cooperative and integrative person, enjoying collaboration with other functions, able to consider different opinions and mediate between stakeholders

• Active listening, effective communication, and emotional intelligence are preferred skills

About the team

Digital Experience Platform (DXP) is a dedicated product line in RSS/GCX, focused on delivering enhanced experience-centric support services across the whole Roche organization, by enabling innovative solutions to ensure support excellence.

Our team consists of technical, process, and business analyst professionals who partner with teams across Roche and with key 3rd party vendors, to define, create, and provide a nimble and effective enabling backbone for Roche customer support holistically.

About Roche Services & Solutions

Roche Services & Solutions (RSS) is on a mission to "transform the way Roche operates." With a network of over 3,000 colleagues worldwide, we are a hub of business innovation. Our team provides end-to-end business services and solutions, enabling Roche to remain at the forefront of the healthcare industry. Embracing the OneRoche approach, we leverage our global presence to deliver 24/7 customer-centric solutions and co-create with our partners.

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Hyderabad. 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.