Who We Are
Global Supply Chain (PTS) connects across the organization to ensure a reliable supply of our innovative medicines to patients. The external landscape continues to evolve and Roche's product portfolio has never been more dynamic so we are evolving our operating model/ the way we work to address these challenges. This includes building new capabilities, smarter and more sustainable use of our internal & external networks and resources and leveraging digital and new technologies. Come and join us to transform the customer and patient experience!
Role Purpose
The Customer Insights Lead is responsible for ensuring that the voice of the customer is factored into Supply Chain business decisions and strategies. The Customer Insights team is responsible for providing unbiased, objective, expert strategic insights by analyzing diverse data, to optimize supply chain design and enhance operations for more efficient and sustainable service to the patient. The team works in collaboration with the cross-functional parts of the organization (PT, PI, GPS, Diagnostics, etc…) to develop customer-centric solutions to bring value to the healthcare ecosystem and ultimately better outcomes for patients.
The Customer Insight lead also plays a crucial role as a strategic partner to the Regional SC teams to enable the sensing of the customers in the markets and support the transformation of insights into actionable business recommendations.
Your responsibilities:
- Developing and implementing a comprehensive customer insights strategy aligned with organizational goals
- Developing customer insights capabilities to enable customer centricity and support the change management process & deployment at scale led by SC business partners
- Understanding needs of future pipeline products, using this to coordinate efforts locally and regionally to meet these needs and launch coordination activities of new products within the market
- Defining key indicators to measure the effectiveness of customer insights initiatives
- Leading the analysis of customer data, leveraging statistical methods, data analytics tools, and other relevant techniques
- Interpreting complex data sets to identify trends, patterns, and actionable insights
- Collaborating with cross-functional teams, including global and regional SC teams, commercial, product development, quality and customer service, to integrate customer insights into decision-making processes
Your profile:
- You have a Bachelor's degree (preferably in science, engineering, or a business discipline); an MBA, PhD or other graduate- or post-graduate-level degree is an asset with 6 - 8 years' strategic consulting or related experience, including an emphasis on strategic analytics and insights, knowledge of strategic market research, competitive intelligence and business forecasting
- Your global bio/pharmaceutical experience is strongly preferred
- You have understanding and experience of business analysis techniques, processes and tools (incl. Visual business intelligence tools, SQL, etc…)
- You have a deep understanding of the external environment (healthcare setup, regulation, providers) and customer / patient segments and needs with strong business acumen
- You are outcome-based, solution-oriented, and show an enterprise-thinking mindset as well as strong analytical capabilities and skills and the ability to derive meaning from such analyses
- Effective interpersonal skills for stakeholder engagement, cross-teams collaborations and cross-organization communications, with a fluent English
Mindset
We're looking for people with a growth mindset to bring curiosity and new possibilities to the way the end to end supply chain can meet the needs of patients. In line with the Roche Operating Principles we put patients first always and look at how we can redesign our supply chain solutions to serve them in a way that makes an impact now but is also sustainable for the future.
