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Role Purpose

As the chapter lead for the Digital & Insight Analytics Chapter (DIAC), you will be responsible for crafting, shaping, and transforming the customer experience in Taiwan. With a focus on integrating digital and personalized experiences and enhancing insight driven strategies and actions, the aim is to foster business growth, enhance engagement efficiencies, and improve both customer and patient interactions.

You will play a vital role in both guiding our affiliate DIAC and squad teams towards the successful implementation of omnichannel strategies and initiatives, and in connecting strategies across APAC, GPS, Pharma International, and Informatics. Building upon the great success we had achieved in Taiwan, the solid base of insight framework implementation, integrated omnichannel engagement initiatives, and effective data analytics tools, the aim is to take a significant step forward to further accelerate the integration of all these great initiatives to enhance customer experience and also share/ contribute back to broader Roche community.

As a chapter lead, you will act as an agile leader (Visionary, Architect, Coach, Catalyst) and ensure all chapter members live Roche Taiwan’s desired state culture. You are passionate about our focus on people & culture, our external customers, patient access and long-term healthcare sustainability in Taiwan.

Role scope:

VACC (Visionary, Architect, Catalyst, Coach) leader who enables individuals and teams to develop and grow in line with their passion and the needs of the organization     

Create and cultivate a strong team spirit and take on the role of enhancing customer experience and omnichannel engagement

Coach chapter members to work with disease area teams to develop clear Digital, Insights & Analytics strategies & deliver solutions that result in measurable customer value 

Catalyze the network way of working: leads the team to work as partners with other chapters/ clusters within the affiliate, as well as, Disease Area Network (DAN) and global counterparts

Catalyst the mindset of omnichannel engagement and personalized customer experience in and above affiliate

Maintain up to date knowledge of the global trends for customer experience strategy and innovations

Enable resource and talent fluidity to achieve affiliate outcomes

Lead the development of the Taiwan strategy and co-create the cross-country strategy for Customer Experience (CX) and omnichannel engagement driven by disease area needs. Develop DIAC partners to be able to:

Co-create & architect the Taiwan framework for Digital, Insights & Analytics to allow disease area teams to efficiently & effectively tap into rich affiliate data & insights to deliver customer impact

Learn from each DIAC subject matter experts for different functional expertise and able to pull in the expertise based on disease area needs 

Lead the team to support customer experience and omnichannel activities for dedicated disease areas

Act as the primary point of contact of DIAC in each squad teams to provide strategic suggestions for better customer experience and to cultivate better data-driven decision making 

Perform the DIAC foundational work to support affiliate to realize MTO & LTO

Guide the team to foster data-driven strategy and market opportunities.

Foster a culture of evidence-based decision-making and enterprise-wide adoption of analytics.

Manage and mentor BI analysts, ensuring skills development and high-performance delivery.

Requirements:

Qualifications: Good Compliance track record. No material Compliance violation has been identified in the past 5 years. 

Education: Minimum: A bachelor degree in science, business, or digital related fields. An advanced degree in digital and/or MBA is a plus.

Working Experience:

3+ years of work experience in digital customer experience & insights, and/or marketing, with the proven track of leading customer centricity programs and/or driving customer centric ways of working

8+ years in pharmaceutical, medical devices,or industries relevant to the healthcare ecosystem.

Proven experience with multi-functional project teams in complex environments; previous leadership role with a digital engagement team, a CX team, or a related function would be a plus

Experience in working in an organization that has adopted agile methodologies and ways of working would be a significant advantage

Skills & Knowledge: 

Good knowledge of Compliance requirements and clear understanding of high standards of Integrity

Deep knowledge of digital marketing channels & techniques; digital content development & management; marketing automation; personalization; digital marketing technology tools and platforms; and digital collaboration / community platforms

Able to explain the tangible real world application & measurable customer impact of above

A Visionary, Architect, Catalyst & Coach - you thrive on empowering others

Ability to lead teams and create a working culture that is transparent, values driven and ensures personal growth of employees

Strong understanding of human drivers in the context of change management

Experience in developing and implementing strategies and resource plans. Ability to help team members prioritize time and resources.

Proven track record of driving experimentation and smart risk-taking, and not afraid to fail/learn fast      

Strong leadership skills, including outstanding planning, processing, and influencing skills

Excellent interpersonal skills to drive alignment among cross-functional and regional/global teams

Takes initiative and suggests ways to move forward

Able to understand sophisticated business process and influence business change

Is customer-centric and able to apply this approach to everything they do

Acts from a whole system, enterprise perspective and understands the big picture

Ability to adopt and lead with agile methodologies and ways of working

Strong communication and story-telling skills; highly fluent in English and Mandarin

Others (i.e. Travel Requirement):

National and international travel: Approximately 10 %

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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.