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The Opportunity

As a Customer Experience Specialist, you'll lead the transformation of LATAM's omnichannel customer engagement. Your key responsibilities include implementing continuous learning and feedback strategies to enhance customer satisfaction and business effectiveness, adapting CX measurement frameworks, conducting journey mapping, driving the adoption of customer-centric solutions, and generating insights. You'll collaborate with various support teams and the LATAM Network Lead to tailor and implement the overall vision for customer and business success.

Responsibilities

Collaborate with the LATAM Business & Customer Excellence Lead in developing continuous learning and feedback strategies, considering local requirements.

Execute CCAV’s continuous learning and feedback processes along the customer and patient journey, based on the LATAM network vision.

Lead the end-to-end Segmentation process to capture HCPs needs and preferences, build Customer Personas, and provide TA Squads with recommendations, ensuring data is updated in EpiCX.

Enable CCAV TA Squads and PPoCs to understand and map customer journeys, identify key pain points, and support them in gathering customer feedback using provided tools and platforms.

Collaborate with PPoCs to validate customer and patient journeys and identify key engagement touchpoints before, during, and after interactions.

Analyze insights captured in EpiCX to derive needs, pain points, and preferences, and share findings with TA Squads and PPoCs to set priorities and develop action plans.

Act as a role model, promoting customer-centric mindsets, training staff, and sharing best practices and success stories to foster a culture of learning and customer centricity.

Who you are

Bachelor degree (scientific, technical, digital, economic or business degree). An advanced degree in consumer goods, healthcare, life sciences and/ or MBA is a plus Professional Experience.

4 + years of experience working in CX, CX transformation, digital customer engagement, digital transformation, or any other directly related field with proven experience in mapping and understanding customer needs and pain points, executing customer listening and feedback capturing programs (e.g. Voice of the customer) and closed loop strategies.

3+ years of experience in leveraging Data, CX and digital tactics to engage with customers and patients in a health ecosystem, create customer journeys and gather customer feedback.

Familiarity with metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score).

Proven ability to translate strategy into operational excellence, with experience in understanding and acting on customer experiences in a healthcare system to improve HCP and patient satisfaction. A history of successfully managing multiple projects simultaneously with attention to detail and accuracy is essential.

Strong communication and interpersonal skills, with a customer-first mindset and the ability to present effectively before groups. Proficiency in CRM tools (e.g., Salesforce, Qualtrics) and customer feedback platforms.

Analytical skills to interpret real-time data and provide actionable insights, alongside problem-solving abilities with a proactive and empathetic approach to customer challenges. Ability to work collaboratively across multidisciplinary teams and manage multiple priorities.

Customer-centric mindset with the ability to understand and respond to evolving customer needs and preferences. Experience with digital, omnichannel strategies, and associated data analytics in large biopharma environments. Passion for designing exceptional customer experiences and motivating others towards customer centricity.

Fluent in English and Spanish (oral & written) is essential.

Relocation benefits are not available for this job posting.

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.