Customer Experience Specialist

Roche fosters diversity, equity and inclusion,representing the communities we serve. When dealing with healthcareon a global scale, diversity is an essential ingredient to success.

We believe that inclusion is key to understanding people's variedhealthcare needs. Together, we embrace individuality and share apassion for exceptional care.

Join Roche, where every voicematters. The Position Our vision is to revolutionize customerexperience (CX) to the same degree as our scientific innovations,aiming to consistently deliver seamless, innovative, and impactfulcustomer experiences that match the caliber of our medicines.

Thisdrives the evolution of the LATAM Omnichannel team,
integratingdigital and face-to-face interactions seamlessly to swiftlyidentify customer engagement priorities and establish leadership inprioritized therapeutic areas.

We are looking for a passionate anddetail-oriented Customer Experience (CX) Specialist to join ourteam in the cluster including Ecuador, Peru, Uruguay, Bolivia, andParaguay.

The ideal candidate will be responsible for our Voice ofthe Customer (Vo C) programme, being the Customer Centricitychampion in the cluster, inspiring and guiding a cross functionalVo C ambassador team, developing and executing customer experienceinitiatives that enhance client satisfaction and engagement acrossall touchpoints in our operations.

This role has two reportingrelationships, first with the Omni-channel & CX Chapter Lead inthe cluster, and second, via a dotted line to the Business Excellence Lead, Latam.

She / he will collaborate closelywith company affiliates, distributors, and external strategicpartners to ensure a cohesive and effective customer experiencestrategy.


Setting a customer centric culture in the organizationand closing the loop towards our customers who provide theirfeedback.

The ideal candidate should be located in Lima, Peru; butwe are open to consider candidates in Montevideo, Uruguay; Quito,Ecuador;

Asunción, Paraguay; or La Paz and Santa Cruz, Bolivia. TheOpportunity This key role is essential in enabling Roche's newvoice of the customer vision in the cluster and providesopportunities to collaborate with senior Global, Latam and Localstakeholders.

- CX Strategy Execution : Design and implementcomprehensive customer experience strategies that align withbusiness objectives and improve satisfaction across the multiplemarkets in the cluster.
- Voice of the Customer Programs : Utilize avoice of the customer (Vo C) platform such to gather customerfeedback, track sentiment, and identify opportunities forenhancement of our CX performance indicators.
- Data Analysis :
Analyze customer pain points, insights and feedback to driveimprovements in processes, journeys, personas and in-marketinitiatives.

Provide concrete, targeted feedback to otherdepartments to drive improvements, and develop actionable plansbased on insights.

Collaboration with Affiliates and Partners : Work effectively with company affiliates, local distributors, andexternal partners to ensure alignment and consistency.

Lead,facilitate and implement improvement initiatives, based on alignedpriorities. - Customer Journey Mapping : Create and maintaindetailed customer journey maps and personas, to visualize andunderstand touchpoints and interactions, identifying pain pointsand areas for enhancement.

- Performance Metrics : Establish andmonitor key performance indicators (KPIs) to assess theeffectiveness of CX initiatives,
report customer successindicators, presenting findings and recommendations to stakeholdersin different settings.
- Compliance and Governance : Ensure that allcustomer experience initiatives are compliant with regulatoryrequirements and industry standards specific to the pharmaceuticalsector.
- Training and Support : Provide training and support tointernal teams and external partners on customer experience bestpractices, fostering a customer-centric culture.

Who You Are : -Bachelor's degree in Customer Experience, Business, Marketing, LifeSciences, or a related field; advanced degree and / or a lifelonglearning approach (e.

g. : CX, Design Thinking, Digital, ProjectManagement, Leadership, etc..) - Minimum of 3 years of workingexperience in the pharmaceutical, or other non-related butregulated industries in Customer Management Experience roles inLatin America.

- Spanish and advanced English language proficiency.- Proficiency with voice of the customer platforms (such asQualtrics or Medallia), familiarity with data analysis and marketresearch techniques.
- Strong understanding of customer experienceprinciples, measurement and methodologies, ideally within regulatedenvironments.
- Proven ability to collaborate with cross-functionalteams and external partners. - Excellent out-of-the-box thinkingand analytical skills, with the ability to translate complex datainto clear, actionable insights, storytelling and influence a morecustomer-centric culture.

Skills & Competencies : - Accountableownership : You orchestrate people, structures and processes toaccelerate the localization and measurement of the Vo C Program, todeliver and exceptional and sustainable customer experience.


- Customer-centricity : Curious but agnostic, excited about untappingopportunities. With the desire to discover, prioritize and applyinsights focused on customer knowledge and continuous improvement.
- Empathy : Genuine ability to understand and share the feelings ofboth internal and external customers, demonstrating a commitment toaddressing their needs and concerns.
- Attention to Detail : Strongfocus on accuracy and detail when analyzing data and leading the VoC plan execution in the cluster.
- Project Management : Results anddetail-oriented, highly organized, with multitasking capabilities.- Interpersonal Skills : Ability to build strong relationships withinternal and external stakeholders, with a focus on co-creation,collaboration and teamwork in a hybrid / remote work setting.

Strongdesire to learn and grow continuously.
- Problem-Solving : Proactiveattitude toward identifying challenges and developing innovativesolutions to improve the customer experience.

- Flexibility : Agilemindset, comfortable working in a fast-paced environment andstaying nimble enough to constantly adapt to changing cultures,realities, priorities and business needs.
- Communication : Solidverbal / written communication and presentation skills to conveycomplex but relevant storytelling ideas, clearly and effectively todiverse audiences.

What We Offer : - Competitive salary and benefitspackage - Opportunities for professional growth and development ina global healthcare organization - A dynamic and inclusiveworkplace culture - The chance to make a meaningful impact onpatient health across multiple countries in Latin America Note : Relocation benefits are not available for this job posting.


Who weare At Roche, more than 100,000 people across 100 countries arepushing back the frontiers of healthcare. Working together, we'vebecome one of the world's leading research-focused healthcaregroups.

Our success is built on innovation, curiosity anddiversity. Roche is an Equal Opportunity Employer.