Head of Digital Content & Operations (The Lab)

Job description

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 The Opportunity The Lab is Roche’s established enterprise capability and execution center for content services & digital engagement delivering through a multilocation operations center . It brings together execution, AI, content, technology, operations and delivery to enable high-quality, scalable and measurable customer engagement across the enterprise. The Lab today provides services to all brands and all Roche affiliates and various Global functions. As Roche continues to transform the way it engages with HCPs and other stakeholders, The Lab plays a central role in turning strategy into execution. It combines enterprise standards, AI-enabled content creation, digital engagement services, shared capabilities and strategic partnerships to help teams deliver better customer experiences while increasing efficiency and business impact. The Head of The Lab is responsible for defining the ‘next 5 years vision’, strategy and operating model for this capability and execution center. The role will lead the continued evolution of The Lab into a modern, AI-enabled organization that combines innovation with operational excellence and serves as a trusted strategic partner across affiliates and global functions. The role oversees Roche’s global digital engagement services, AI-enabled content operations, enterprise content capabilities, strategic delivery partnerships and shared service ecosystem. Beyond leading day-to-day operations, the Head of The Lab is expected to shape how Roche creates, delivers, measures and continuously improves content and digital engagement at scale. As a member of the IXO Leadership Team, this leader will influence enterprise strategy, build strong cross-functional partnerships and develop a high-performing organization that enables Roche’s future digital engagement ambitions. Who You Are Strategic Enterprise Leader: You think beyond organizational boundaries, translating strategy into scalable enterprise capabilities that create measurable business value. Transformation Leader: You lead complex transformation with clarity, bringing people together to drive change and deliver lasting impact. AI and Digital Innovator: You leverage AI and emerging technologies to solve business problems, improve customer engagement and build future-ready capabilities. Operational Excellence Leader: You combine strategic thinking with operational discipline, building high-performing organizations that deliver quality, efficiency and measurable results. Collaborative Partner: You build trusted relationships, influence across complex organizations and create alignment to accelerate enterprise outcomes. Talent Builder: You develop high-performing teams, invest in future leaders and foster an inclusive culture where people thrive. Customer Focused: You put customers at the center, using insights and data to continuously improve experiences and business outcomes. Enterprise Mindset: You act with integrity, curiosity and accountability, making decisions that strengthen Roche and create long-term enterprise value. Key Qualifications and Experience We are looking for an accomplished enterprise leader with a proven track record of building and scaling high-performing digital organizations. The successful candidate combines strategic vision with operational excellence and has demonstrated the ability to lead complex transformation while delivering measurable business outcomes. Specifically, you will bring: 15+ years of progressive leadership experience in digital transformation, customer engagement, digital strategy, content and digital operations, marketing technology, shared services, consulting or related fields. Significant experience leading large, global Operations organizations through periods of growth, transformation and organizational change. Proven success building and scaling enterprise capabilities that serve multiple business units, markets and functions. Demonstrated experience leading large, geographically dispersed teams, including internal organizations, strategic partners and external delivery networks. Experience managing complex operating models, large budgets and strategic vendor partnerships while driving quality, efficiency and measurable business value. Strong understanding of AI, digital engagement, content operations, customer experience, marketing technologies, data and analytics, with the ability to translate emerging technologies into practical business solutions. Experience establishing enterprise governance, operating models, performance frameworks and service excellence across complex matrix organizations. Demonstrated ability to influence senior executives, build trusted partnerships and align diverse stakeholders around a common vision. Strong commercial acumen with the ability to balance customer value, operational excellence and financial performance. Exceptional communication, executive presence and stakeholder management skills, with experience presenting to senior leadership and leading enterprise-wide initiatives. A passion for developing people and building inclusive, high-performing organizations where individuals and teams can thrive. A customer-first mindset, using insights, data and experimentation to continuously improve customer engagement and business outcomes. A Bachelor’s degree is required. An advanced degree in Business, Marketing, Technology, Life Sciences or a related discipline is preferred. Experience within healthcare, life sciences or other highly regulated industries is advantageous, although candidates from other industries with relevant transformation experience are encouraged to apply. Willingness to travel internationally as required (approximately 30-40%). Who we areA 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.