Business Solutions Lead – Customer Engagement

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 In this role, you will serve as a critical bridge between international commercialization strategies and local execution, orchestrating seamless communication and cross-functional leadership. You will act as a catalyst for change, guiding network squads to activate digital customer engagement capabilities, measure their impact, and achieve personalized customer engagement ambitions. You will drive and accelerate commercialization excellence outcomes, turning strategic efforts into measurable impact for patients and the business. Key Responsibilities: - Drive Customer Engagement Outcomes: Roll out and evolve the Omnichannel Maturity Index across priority therapeutic areas and markets, guiding commercial leaders and affiliates through assessments, dashboards, and prioritization mechanisms. - Advance Data-Driven Frameworks: Lead the implementation of global customer segmentation frameworks, moving the organization toward data convergence and AI-driven prediction. - Orchestrate Commercialization Excellence: Coordinate the activation of digital customer engagement forums to scale learnings, and establish robust collaboration models across marketing and commercial leadership teams. - Maximize Communication Impact: Evolve and execute an overarching Customer Experience (CX) communications strategy to drive broad engagement across international audiences. - Manage Demand & Value Impact: Architect coordination mechanisms across regions to proactively identify and triage business requirements, connecting capability improvements directly to business value and behavioral shifts. - Thrive in an Empowered Team Culture: Contribute to a high-performance engine fueled by deep collaboration and cognitive diversity. We prioritize psychological safety, actively dedicate time to continuous professional development, and encourage balanced, direct, and speed-oriented problem-solving. Who You Are - You bring a visionary, adaptive, and coaching mindset, with a passion for adopting agile, modern ways of working. - You have a proven track record of influencing stakeholders and leading cross-functional teams without direct authority within complex, matrixed environments. - You possess a broad enterprise mindset with the ability to translate complex system requirements into clear business language and actionable strategies. - You are passionate about innovative science and have a clear vision for transforming digital customer engagement through data-driven insights and advanced technology. - You bring 10+ years of professional experience in product management, commercial excellence, or digital customer experience, ideally combining local market/affiliate and international scales. At Roche, we aim high to deliver life-changing healthcare solutions. If you’re ready to make a meaningful impact on patients and healthcare systems worldwide, this is the place for you. 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.