Business Partner- Marketing/Customer Experience

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 A healthier future.
It's what drives us to innovate.
To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.
Creating a world where we all have more time with the people we love.
That's what makes us Roche.
We are looking for a Customer Experience Business Partner (CXBP) who will be responsible for transforming the mindset and the way we operate in making digital second nature in everything we do- to deliver value to patients, customers, partners and employees, anchoring on customer experience principles (simple, meaningful, seamless and consistent).
Subject matter expertise in Omni-channel engagement

Customer Experience (CX) Excellence

Digital Capabilities & Culture within healthcare industry

What you will be working on:

As a CXBP, you will co-create the vision and lead digital thinking and digital customer engagement, focused on both patients and healthcare professionals across our portfolio of solutions in New Zealand (NZ).
Your key responsibilities include but are not limited to:

Digital Capabilities & Culture
Develop and roll out a sustainable and comprehensive competency building and onboarding plan- to equip and strengthen the customer-centricity and digital expertise, capabilities, practices and behaviours in delivering meaningful customer experience

Act as a catalyst by staying ahead of digital trends and technology; connecting opportunities with innovation; driving experimentation; and scaling beyond NZ

Partner with the EpiCX (Customer Relationship Management) team to drive integration and harmonisation of data gathering, insights generation and analytics in enabling decision-making

Lead the evolution of customer experience excellence in NZ, to enable a simple, meaningful, seamless and consistent approach

Understand the current state of customers' experience with Roche NZ- their preferred touch points/channels/journeys, and their fundamental needs/wants of great experiences

Contribute to the development and implementation of measures to assess the effectiveness of our customer experience and digital maturity

Omni-Channel Engagement
Lead the development of affiliate omni-channel strategy- supporting the Disease Area teams to develop and implement fit-for-purpose engagement plans

Lead Roche NZ's digital marketing and promotional content, customer engagement platforms and ecosystem- collaborate with the platform/ system/ product owners in ensuring the ecosystem remains relevant

Actively promoteNZ's Cost Share Programmes and solutions to key external stakeholders

Who you are:

Through your demonstrated experience in developing Omni-channel strategies planning and execution, you have gained expert knowledge of digital marketing and customer experience methodologies.
You have:

Tertiary qualifications within the Health, Science or Information Technology field or equivalent.
Customer Centric Experience Academy is desirable but not mandatory.

Experience in the pharmaceutical industry or other healthcare background is desirable.

A strong focus and demonstrable experience in Customer experience (CX) - design and implementation and digital engagement.

A growth mindset and learning agility being data and insights driven

Experience in change management and working with agile methodologies as a part of a diverse, cross-functional team

With your excellent communication, networking, presentation and leadership skills, you can connect the dots, be comfortable in executive presence and effectively influence and communicate across various business lines and manage the external vendor partnership.
With your strong customer empathy, interaction skills and proven record of accomplishment, you are someone who wants to influence your own development and working in a multicultural environment motivates you.
This role is only open to candidates that have full eligibility to live and work in New Zealand , as visa and relocation support is not available for this position.
We do not accept any unsolicited resumes or enquiries from recruitment agencies.
Roche has a dedicated in-house Talent Acquisition team.
What do we offer Roche offers rewarding growth opportunities, a competitive remuneration package and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently.
Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders.
Roche encourages a high-performance culture where you are empowered and trusted to make decisions.
We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients.
Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, respiratory disease and diabetes.
We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any such impactsto our employees, customers and the community.
We welcome applications from all people and encourageyou to advise of any individual circumstances that may require consideration.
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.
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