Product Owner Customer Relationship Insights and Measurement

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

Join our passionate team at Roche Diagnostics as the Product Owner for Customer Relationship Insights & Actions. In this pivotal role, you will shape our organization's approach to understanding and measuring customer relationships, and translating insights into actionable strategies. You will collaborate with cross-functional teams to integrate customer insights into daily operations and drive data-driven decision-making. By building partnerships with leaders across various levels, you will enable continuous improvement for customer experiences.

Key Responsibilities:

• Own concept, positioning and development of CX Relationship Research as key measure for account relationship health at Roche Diagnostics

• Own embedding customer insights into daily processes of our employees via different channels (eg. E-Mail, Salesforce etc) with focus on customer facing teams, especially sales 

• Drive framework for operational and strategic action taking based on customer insights with emphasis on affiliates and sales teams

• Establish CX Relationship Research as enabler to understand key accounts and support for sales teams

• Build strategic partnerships with senior leaders in regions and affiliates, such as General Managers, Heads of Sales, Heads of Marketing, etc., to foster data-driven decision-making based on customer insights.

• Deliver strategic appraisals tailored to meet stakeholder needs, including the Global CX Relationship Study and CX Affiliate Assessments, to drive performance improvement and customer-centric decision-making.

• Thought leader and role model for data driven decision making based on customer insights

?Who You Are:

• Master's degree in Marketing, Business, Statistics, Data Science or relevant Sciences, or equivalent experience

• At least 3 years of professional experience in a global environment

• Excellent verbal and written communication skills required

• Demonstrated ability to lead cross-functional/matrixed teams, driving vision and strategy to successful implementation

• Strong track record of translating data into actionable insights and crafting strategic recommendations and assessments required

• Ability to handle ambiguity and to manage complex cross-functional interactions required

• Ability to engage with senior internal stakeholders and regional/affiliate partners to drive alignment and achieve collective goals required

• Diagnostics, healthcare and/or experience in B2B markets strongly preferred

• Comprehensive understanding of sales processes and how customer feedback can be used to deepen and improve customer relationships

• Experience in statistical analysis (particularly as related to survey design), design thinking and agile ways of working preferred

• Understanding of the software development lifecycle (including user needs, design, development, and rollout) preferred

Join The Team:

Join us in our mission to deliver exceptional customer experiences and be part of our dynamic Strategic Insights Chapter.

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Basel is the headquarters of the Roche Group and one of its most important centres of pharmaceutical research. Over 10,700 employees from over 100 countries come together at our Basel/Kaiseraugst site, which is one of Roche`s largest sites. Read more.

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.