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.
The Position
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.
The Opportunity
Digital Experience Platform (DXP) within Roche Services & Solutions GCX is dedicated to delivering enhanced experience-centric support services across Roche. Our team collaborates with internal and external partners to define, create, and provide support solutions for customer-facing organizations.
As the Senior Global Voice of the Customer Operator you are the subject matter expert for Roche Pharma's Voice of the Customer Program and Platform (Qualtrics) in RSS. You manage all aspects of global VoC Program execution, including survey design, configuration, execution, reporting, visualization, and result interpretation with stakeholders. You are the primary contact for the Global Voice of the Customer Program Owner, Pharma Global teams, Informatics, Roche affiliates, and other key stakeholders in evolving the VoC Platform. You coordinate the work of other Global VoC Operators and proactively establish this new service in RSS. Operating in a dynamic environment, you apply an agile mindset and emphasize cross-team collaboration for success.
Design, configure, and execute global VoC surveys using Qualtrics; support customer feedback implementation for GPS & PDMA
Create and manage corporate customer feedback survey templates
Ensure adherence to Roche Pharma VoC Codex, Compliance Guidelines, Best Practices, CX Metrics framework, and general requirements
Design and set up Qualtrics dashboards; maintain and improve corporate data visualizations to track business metrics
Support global colleagues with data interpretation, guidance, and closing the feedback loop, assist smaller affiliates in setting up Partner Score surveys.
Advise on the VoC Program's technical evolution in collaboration with Informatics and other stakeholders; manage sharing and upscaling of new affiliate VoC use cases.
Monitor and coach VoC adoption, onboard new VoC operators, update educational materials, support training, upskilling, and enablement of VoC roles globally and locally.
Who you are
We are looking for someone who is self-motivated, really passionate about his or her job and understands that providing a high-quality service is crucial for the organization. As an ideal team member you are open-minded, dedicated to make a difference and open to constant development.
5+ years of experience in executing VoC/Customer Satisfaction/NPS programs in product marketing, medical affairs, customer services, or related functions (not necessarily pharma background); or any combination of education & experience which would provide an equivalent background
Must Have: being used to leading Global projects with limited supervision, knowledge of working according to Agile methods, good understanding of both qualitative and quantitative customer research, deep knowledge of survey and reporting tools, skill in VoC concepts and principles, mature understanding of VoC/Customer Feedback best practices and state-of-the-art
Nice to Have: Knowledge of marketing technology stack (for Web Channel, Email Marketing, and CDP and how they all interact), Data visualization tools and ServiceNow
Ability to engage with and provide effective guidance to affiliate colleagues on expected VoC corporate approach and ways of working
Passion for CX and VoC, believer in in customers’ expectations & needs leading business outcomes, strategy, and decisions
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 & flexibility: 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. We also ensure flexibility, to help you find your balance: home office is a common practice (2 office day/week on average, and we provide fully remote working conditions within Hungary). We create the opportunity for freedom in working, where your corporate and private life coexist in harmony.
A global diverse 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.
Who we are
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.
The Roche Services & Solutions as well as People Support Solutions organisations located in Budapest provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the EMEA region. Today Roche employs altogether around 2000 employees in Hungary.
Roche is an Equal Opportunity Employer.
