Global Lead - Customer Journey / Value Stream
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The Opportunity
At Roche Diagnostics, we put our customers and patients at the center of everything we do. To realize our ambition of a market-leading customer experience (CX), we are evolving our operating model allowing us to orchestrate internal processes along steps in the customer journey. In this new framework, cross-functional capabilities will be mobilized seamlessly to address customer needs, as well as to avoid duplication and strive for radical simplification in internal processes across teams.
For each of these steps in the customer journey, the “Global Lead - Customer Journey & Value Stream (CJ/VS) for Order-to-Cash” will play a central role in combining the customer perspective with internal process excellence.
The purpose of this role is to constantly improve the customer experience in the relevant customer journey while also driving internal efficiency and radical simplification. This will translate into active prioritization and shaping of new experiences, while also driving simplification of existing processes and supporting tools.
As part of an empowered multidisciplinary team of high-performing individuals, the role is to challenge the status quo based on a sound business understanding and a customer-focused and innovative mindset. In doing so, the role benefits from broad exposure across various areas of Roche Diagnostics and a unique opportunity to make a difference for our customers and patients.
Your main responsibilities will include:
1. Develop a holistic view of Order-to-Cash to improve customer experience and efficiency
Map unmet customer needs and identify differentiation opportunities globally with affiliates/regions.
Drive strategy development, highlighting customer experience and internal process improvements and enhancements.
Facilitate collaboration across functions and geographies, creating a strategic global community.
Set a strategic roadmap, focusing on customer needs beyond reporting lines and budgets.
2. Identify optimization opportunities and prioritize existing processes/tools
Set strategic focus areas with central functions and affiliates/regions.
Compare the impact and costs of improvement initiatives aiming to enhance efficiency and customer satisfaction.
3. Co-create and prioritize the enablement of customer experience and business operations
Collaborate with stakeholders to shape new customer experiences and process enablers.
Coordinate with Product Managers to structure project proposals and assemble squads.
Balance customer needs with internal efficiencies and ensure alignment with functional priorities.
4. Manage execution and accountability
Oversee requirement gathering, backlog consolidation, and resource allocation.
Assemble squads, guide Product Managers, and ensure agile working practices.
Ensure delivery meets targets, escalating issues as needed.
5. Measure impact and drive constant improvement
Track and transparently share outcomes and impacts.
Develop metrics to assess the return on investment and impact on customer experience with the global network.
Who You Are
At least 10 to 15 years of experience in healthcare, ideally in the Diagnostics field; of which at least 5 in one of the areas of interest (CX, Marketing, Commercial Operations, Business Process Management, IT)
Excellent communication skills as well as proficiency in English
Good understanding of the Diagnostics landscape and customer groupsas well as good understanding of CX frameworks & levers.
Experience in customer-facing functions: Digital marketing and channels, lead conversion, tender management, service management, sales processes, and commercial operations.
Ability to capture customer/affiliate demands (local requirements) and balance with global solution portfolio perspective (efficiency, harmonization of business requirements).
Ability to listen, influence and lead the interaction with regions/affiliates by building strong personal relationships.
A solid understanding of relevant IT systems within each CJ/VS.
Furthermore, you will bring:
End-to-end process integration: In-depth understanding of current customer journeys and value streams and appreciation of their operational application; certification in Lean Six Sigma or similar process improvement methodology is a plus. Experience in developing cross-functional and strategic improvement plans on customer experience and/or internal processes. Ability to break down a long-term vision into actionable goals.
Subject Matter Expertise: In-depth experience with Order Management business operations in sales affiliates, including all customer-facing aspects like the management of different order channels. Experience with inter-company and global supply chain distribution business operations
Execution & stakeholder management: Successful stakeholder management and the ability to build trustful relationships. Track record of driving decision making in complex settings.Extensive network within Roche in the areas of interest.
Agile project management: Proven track record in managing a project to successful completion through cross-functional teams. Proven enablement and change management skills. Experience in planning and facilitation of physical and virtual workshops in a global working environment.
As this position is a global role, international business travel will be required depending upon the business location of the successful candidate and ongoing business project activities.
Are you ready to apply? We want someone who thinks beyond the job offered - someone who knows that this position can be a unique opportunity to shape the future of Diagnostics.
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Besides extensive development and training opportunities, we offer flexible working options, 18 weeks of maternity leave and 10 weeks of gender independent partnership leave. Our employees also benefit from multiple services on site such as child-care facilities, medical services, restaurants and cafeterias, as well as various employee events.
We believe in the power of diversity and inclusion, and strive to identify and create opportunities that enable all people to bring their unique selves to Roche.
Roche is an Equal Opportunity Employer.
