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Ecosystem Insights Customer Experience Catalyst (2809710724)

Sales Associate 銷售

Academic/Faculty/Research

Yearly

GCSE/Scottish Standard Grades A-Level Postgraduate or above 碩士或以上 Undergraduate or above 學士或以上 Intermediate apprenticeship 學徒

Apprenticeship 學徒 Contract 合同制 Full-Time 全職 Internship 實習 Part-Time 兼職

No

Digswell, Hertfordshire, United Kingdom

The Ecosystem Insights (EI) team provides strategic thought partnership to teams across Global Product Strategy (GPS). The EI team is responsible for ensuring that the voice of the customer is factored into business decisions and go-to-market strategies to ensure that Roche's Pharma business is intervening to co-create solutions where needed in the healthcare ecosystem. The EI team is responsible for providing unbiased, objective, expert and tailored strategic insights. This team works in collaboration with the other parts of Digital Customer Engagement & Insights (DCE&I) e.g. Advanced Analytics for Business Insights, Competitive Intelligence and Digital Excellence teams to develop customer-centric insights to bring value to the healthcare ecosystem and ultimately better outcomes for patients. The Ecosystem Insights Customer Experience Catalyst will act as a centre of expertise on segmentations & customer journeys, to ensure we enable those closest to our customers to provide personalized engagements that are simple, consistent, meaningful, differentiating & seamless. The Ecosystem Insights Customer Experience Catalyst role will require a combination of strong methodological expertise on segmentations & customer journeys and the experience & know-how in the fine art of developing compelling insights that are actionable & drive brand positioning, strategy, targeting & tactics. He/she will serve as a coach & trusted advisor to the EI Integrated Insights Leads (IILs), helping them with on the job coaching on designing & executing segmentations & customer journeys end to end. Working in close collaboration with the Enabling team, he/she will drive thought leadership & best practice sharing across global teams & affiliates on segmentations & customer journeys. He/she will work closely with the Advanced Analytics & Business Insights (AABI) team & Digital Excellence (DEx) to identify, develop & elevate capabilities in terms of skill sets, tools & processes on data integration & visualization that will enable translating insights into action. The role involves developing capabilities as well as identifying potential solutions, serving as a source of inspiration and a connector to the digital customer engagement innovation network. ROLE EXPECTATIONS Centre of expertise for Segmentations & Customer Journeys by advising teams in global & affiliates on how to implement them end to end, ensuring organization wide alignment and standardisation in terms of vocabulary, approach, outcomes & implementation. Develop a clear and powerful vision for how segmentation & customer journeys will translate into desired customer outcomes Design a framework on implementing segmentation solutions in internal CRM systems & coach cross functional teams in global and affiliates on implementation for targeting & messaging Specifically mentor/ coach EI IILs on building segmentation & customer journey solutions that are fit for purpose & drive business and patient outcomes. Work closely with EI IILs to design Key Value Indicators (KVIs) to help the organization learn about what’s working & what’s not & course correct sooner than later. Represent the Ecosystem Insights team in the Digital Customer Engagement Network (DCEN) bringing deep subject matter expertise, foresight & thought leadership. Proactively link and connect segmentation & customer journey initiatives above countries and therapeutic area, optimizing resources in the network, sharing learnings broadly. In some cases, you may be asked to lead and run trailblazing pilots with scaling potential. Work closely with Marketing, AABI & Digital Excellence to develop capabilities in terms of personalized targeting, content creation & management & tracking outcomes. Stay ahead of segmentation & customer journey trends and opportunities within the industry and outside the industry; working with the EI IILs to consolidate and communicate findings, and share broadly within GPS & the Pharma International network. Collaborate with other subject area Ecosystem Insights catalysts to bring the latest, cutting edge thinking to the organization & drive a culture of continuous learning. Ensure an environment that supports creativity and innovation. Develop an external network of agencies that Roche can partner with on a global/local level for segmentations & customer journeys WHO YOU ARE? Visionary: You are a visionary leader who has led people & teams through outcomes & exponential change. You have the ability to provide vision to influence others in this work. You inspire to unleash the power of segmentations & customer journeys to drive compelling & impactful customer engagement strategy. You have a high ability for strategic analysis and translating into defined opportunities and challenges, can act and strive for results. Architect: You orchestrate people, structures & processes to uncover insights that drive meaningful & differentiated customer engagement experience & value. You foster “shared purpose” among internal and external potential collaborators to deliver patient outcomes that make a difference. You are plugged in internally and externally, can influence, negotiate, and have credibility and are able to fully leverage the global network; can live in uncertainty and lack of structure; a connector. Catalyst: You are entrepreneurial, can catalyze insights into action in creative ways across cross functional teams Coach: You mentor and educate insights teams on extracting the maximum value out of segmentations & customer journeys to solve for opportunities and challenges. KEY QUALIFICATIONS & EXPERIENCE REQUIRED We seek an accomplished leader, with demonstrated success in leading teams and guiding the development and implementation of segmentations & customer journeys that enable enhanced engagement with our customers (e.g., patients, physicians / HCPs, payers, etc.). Specifically, they will possess the following: Minimum 12 years experience in insights & analytics, strategic planning, marketing in healthcare &/or consumer goods Minimum 4 years experience working in a market research/ strategic consultancy on customer journeys & segmentations, preferably inclusive of both healthcare and consumer goods industry experience Demonstrated ability to create, develop, and implement customer journeys & segmentations Demonstrable experience shaping go-to-market strategy for product launches, including digital engagement Deep knowledge of digital customer strategy and launch tactics Strong leadership skills: excellent team management, coaching and mentoring skills, superior planning, process and influencing skills Excellent interpersonal skills to drive alignment among cross-functional and global teams Demonstrated leadership skills within a matrixed environment, with the ability to influence senior level stakeholders, drive alignment cross-functionally and drive organisational change Takes initiative and suggests ways to move forward Able to understand complex business process and influence business change Is customer-centric and able to apply this approach to everything they do Acts from a whole system, enterprise perspective and understands the big picture Impeccable ethics and integrity Exceptional structured problem-solving and strategic agility abilities Ability to work flexible hours to accommodate international team engagement Periodic business travel expected as needed A business / MBA degree (preferred) Do you have any questions? Please check our FAQs and videos on careers.roche.ch/faq. Job Level: Manager without direct reports Full time