Global Digital CX Head

Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.

Die Position

As the Digital CX Head, you are the strategic owner of defining and driving the Digital CX vision, E2E non\-product specific DigCX strategy and DigCX roadmap across both B2C (patients) and B2B (clinicians, lab professionals) portfolios. You will oversee the creation, development, and validation of customer and user\-centered, impactful digital customer touchpoints to deliver business value and you will be accountable to define and track quantitative behavioral analytics for our digital customer experience.

Collaborating with internal functional and product experts, as well as stakeholders across regions and affiliates, you will ensure a harmonized, end\-to\-end customer experience. With a specific focus on the digital customer experience, you will also ensure seamless integration between digital and physical touchpoints, aligning them to support the diagnostics portfolio and the broader organizational objectives.

Key Responsibilities

Strategic Vision\& Roadmap (B2C\& B2B)

• Define and track implementation and impact of end\-to\-end Digital Customer Experience (Digital CX) roadmap changes across B2C and B2B portfolios.


• Create strategies that align digital experience design (including CX/UX/UI principles) with the business’s overall goals and deliver consistent brand differentiation.


• Define short\- mid\- to long\-term plans to enhance the digital experience and drive meaningful impact for customers and the organization.

Governance\& Cross\-Functional Collaboration

• Ensure consistency in digital customer experiences across the end\-to\-end customer journey and intuitive and seamless flows with digital touchpoints and also product teams while adapting to specific local needs and requirements as necessary.


• Establish and chair the Digital CX committee, engage with functional teams across the division, regional and affiliate stakeholders, and Roche Data\& Technology (RDT) to ensure alignment and governance.


• Facilitate collaboration across customer areas, networks, and functional partners to translate organizational strategies into actionable customer\-focused projects.

People Leadership\& Team Development

• Lead, mentor, and inspire the Diagnostics Digital CX team, fostering a positive and productive working environment.


• Coach team members to unlock their full potential, supporting their career development..


• Manage resource planning and agile assignments to effectively deliver on cross\-portfolio digital CX goals.

Who You Are

• Qualifications: Advanced degree in a relevant field such as science, engineering, business and also qualification(s) in customer/user experience design


• Experience:


• 10 years\+ of experience in team and matrix leadership within complex organizations.


• Proven track record of leading end\-to\-end Customer Experience (CX) and Digital CX initiatives across diverse digital touchpoints for both B2B and B2C audiences.


• Strong track record of designing and implementing CX strategies based on customer insights, validating experiences, and improving them across end\-to\-end journeys.


• Familiarity with managing digital CX initiatives across complex portfolios while driving consistency.


• Key Skills:


• Excellent stakeholder management and communication skills, with the ability to build consensus and advocate for the team's vision within evolving organizational structures.


• Empathy for customer needs and challenges especially for their preference and needs related to digital touchpoints, ensuring user\-centered outcomes that genuinely improve processes and experiences.


• In\-depth knowledge of experience research, design, and validation methodologies, with proficiency in assessing current ("as\-is") experiences and envisioning optimal future ("to\-be") standards.

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Sant Cugat del Vallès. 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.

Wer wir sind

Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100\.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik\-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern.

Gemeinsam können wir eine gesündere Zukunft gestalten.

Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.

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