P&C Customer Insights & Sensing Expert

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

As a P&C Customer Insights & Sensing Expert, you will play a pivotal role in driving our organization's understanding of customer experiences, leveraging data analytics and strategic thinking to provide actionable insights that enhance our overall performance. Through your digital acumen, analytical expertise, and exceptional storytelling abilities, you will simplify complex insights and translate data into meaningful recommendations that guide our continuous improvement efforts.

The Opportunity:

• Support the development of a metrics and sensing framework for P&C, including KPI and metrics definition.

• Collaborate with cross-functional teams to develop and implement efficient customer feedback collection processes and analyze customer data to identify patterns, trends, and opportunities for process improvements.

• Create and maintain process-related metrics and key performance indicators (KPIs) that connect customer feedback with process performance.

• Partner with P&IT chapter to drive the establishment of a self-service ecosystem for customer experience insights, ensuring accessibility and usability.

• Translate complex data into actionable insights and recommendations for process enhancement, contributing to improved customer experiences.

• Develop and implement strategies to effectively capture customer feedback and insights from various channels.

• Continuously evaluate and refine customer experience metrics and sensing approaches to align with evolving business needs and industry best practices and effectively manage relationships with key stakeholders to ensure alignment and successful implementation of customer sensing and insights initiatives.

Who you are:

• 5+ years of proven experience in data analysis, customer insights, process improvement, or related areas, with demonstrated expertise in working with enterprise platforms (ServiceNow, Workday, Cornerstone, Cisco) and data visualization tools (Qlik, DataStudio, Tableau)

• Advanced analytical and creative problem-solving capabilities, with the ability to derive actionable recommendations from complex datasets and simplify intricate insights through compelling storytelling for diverse stakeholders

• Strong business and strategic acumen combined with exceptional communication and interpersonal skills, enabling you to collaborate effectively across cross-functional teams and drive stakeholder alignment through consultative, strategic partnering

• Demonstrated people and culture capabilities including digital & data acumen, business acumen, stakeholder partnership skills, and a genuine commitment to living customer centricity through day-to-day interactions—with a proactive, action-driven mindset and growth-oriented approach

• Fluency in English.  Proficiency in additional languages, based on regional or customer needs, would be advantageous. 

• Adaptability across various time zones and within a global work environment.

In exchange we provide you with:

• Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & training, the possibility of international assignments, internal position changes and the chance to shape your own career. 

• Excellent benefits: Competitive salary and cafeteria package, annual bonus, Private Medical Services, Employee Assistance Program, All You Can Move Sportpass, coaching / mentoring opportunity, buddy program, team buildings, holiday party. 

• Flexibility: We also support flexibility to help you find your balance. Home office is commonly available (typically 2 office days/week on average).

• A global inclusive community, where we learn from each other. At Roche, we cooperate, debate, make decisions, celebrate successes and have fun as a team. Our leadership is very focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion.

Please note that relocation benefits are not available for this job posting.

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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.