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.

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 now 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 competencies 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

Customer Experience (CX) Excellence

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 Therapy Area squads 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 promote  NZ’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 apart 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.

Your strong customer empathy and 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.

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 impacts to our employees, customers and the community. We welcome applications from all people and encourage you to advise of any individual circumstances that may require consideration.

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.

Roche is an Equal Opportunity Employer.