Digital Catalyst Engagement Leader, Pharma International

Company: Hoffmann-La Roche Ltd
Location: San Jose
Posted on: June 9, 2021

Job Description:

At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

In Pharma International our purpose is to deliver in more than 100 countries better outcome for more patients faster. Pharma International is transforming the way it does business and how we work together for patients and customers.

This is a newly created and key leadership role in a networked setting principally responsible to accelerate the digital transformation across countries in Pharma International through discovery, orchestrating, connecting opportunities with potential sources of innovation, evaluating specific digital customer engagement innovation, experimentation, and scaling innovation which can help achieve exceptional customer experience and ultimately deliver better outcomes for our patients.

You are expected to influence the design and deployment (at scale) of the global digital customer engagement strategy, initiatives and solutions based on external and internal country insights. You are able to recognize shifts in the health and other relevant industries, enable innovation in digital customer engagement. You will be responsible for leading the Digital Engagement Team (in a cluster), and will be working closely with customer engagement teams in the affiliates, leaders and collaborators within Roche global functional partners, as well as the internal and external innovation ecosystem.

Aspiring to achieve digital as second nature, you are expected to support the affiliates in their digital customer experience/engagement innovation transformation, to ensure they have the necessary capabilities to have meaningful go to market and customer engagements. You are expected to be a proactive discussion partner in developing capabilities as well as identifying potential solutions, a source of inspiration and a connector to the digital customer engagement innovation network. The expectation is that you should be able to help connect the digital customer experience/engagement transformation with the overall aspiration of achieving our North Star.

Your main accountabilities include:

• Lead a cross-functional digital engagement team, work with affiliates and other digital catalysts to prioritize, implement and support digital customer engagement; you will be a part of the Digital Customer Engagement Network (DCEN)

• Build network enthusiasm around digital customer engagement; Lead efforts to create, orchestrate, scale and evolve digital customer engagement strategy in alignment with enterprise and local strategic imperatives

• Consolidate strategic input and demand from Pharma International to the DCEN

• Identify and support the scale of the common and core solutions (80 %) in digital customer engagement. In addition, you should be able to identify the digital projects/practices that are not aligned with the current digital strategy and stop them.

• Act as a center of expertise on digital customer engagement implementation and acceleration by advising and partnering with teams on how to do in this are and capturing implementation learnings from across the broader DCEN

• Proactively link and connect digital customer engagement initiatives above countries and therapeutic area, optimizing resources in the network

• In some cases, you may be asked to lead and run trailblazing pilots and/or local (non-core and common) digital customer engagement initiatives with scaling potential

• Stay ahead of digital customer engagement trends and opportunities within the industry and outside the industry; working with the digital catalyst chapter consolidate and communicate findings, track progress on digital transformation, and share broadly to the DCEN and the broader Pharma International network

Who You Are?

Visionary: You are a visionary leader who has led people and teams through outcomes and exponential change. You have the ability to provide vision to/influence others in this work. You inspire to strongly link digital transformation and innovation to customer engagement and impact.

You have a high ability for strategic analysis and translating into defined opportunities and challenges, can act and strive for results.

Architect: You orchestrate people, structures and processes so that to accelerate adoption of "core and common," at the same time foster innovation. Foster "shared purpose" among internal and external potential collaborators to deliver digital customer engagement experience and value to customers.

You are plugged in internally and externally, can influence, negotiate, and have credibility and are able to fully leverage the global network; can live in uncertainty and lack of structure; a connector.

Catalyst: You are entrepreneurial, a willingness to experiment, can mobilize and act (has a start-up mentality); strong strategic agility and decision making. You engage with the external and internal digital customer engagement network in order to shape business models for digital solutions, find and curate new digital customer engagement approaches, tools, and external resources for evaluation and piloting within ROCHE.

Coach: You coach and educate teams on new solutions available in the network and potential digital customer engagement approaches to solve for opportunities and challenges.

Moreover you are/bring the following skills and qualifications:

• Unsatisfied with the current status quo and is passionate about enhancing customer experience and engagement through digital interface. You should be someone who has closely worked with customers before and have been able to implement disruptive/innovative ideas in the digital.

• Is a strong leader, can lead and influence without authority, and a strong desire to work in a networked way. Able to work effectively in a highly matrixed, culturally diverse organization. Finds the right balance between pushing for change and bringing people along with us. You are expected to be a proactive discussion partner to all relevant stakeholders internally and externally.

• A sincere passion for building digital capabilities. Experience in digital project/asset design and implementation.

• Must be digitally savvy: familiar with digital consents (SEO, UI.UX); knowledge of data and analytics, and its use in digital customer engagement, regular user of consumer digital devices and apps; ideally, early adopter of new technologies; and ideally has worked and fluency with the core capabilities required to successfully drive digital transformation in a large organization like Roche.

• A proven executor with outstanding project management skills and a "getting things done" mentality. Must be a strong and relentless operational problem-solver, skilled at finding creative ways to overcome roadblocks and deliver.

• Has strong business acumen, uses data and analytics to inform next best action in customer engagement, and the ability to understand and link overall digital customer engagement and how it delivers value to the ecosystem.

• Has the necessary experience and imagination to recognize innovation and how it can advance digital customer engagement with the goal of improving better outcomes for patients. You have the ability to translate emerging trends and insights into actionable strategies and approaches to evolve customer interface.

• You move quickly, thrive in ambiguity and uncertainty and enjoy blazing a trail.

• Advanced degree or additional certification in digital

• Experience in digital transformation, a significant asset

Role is location agnostic, and is expected to have interactions with colleagues across the globe.

Keywords: Hoffmann-La Roche Ltd, San Jose , Digital Catalyst Engagement Leader, Pharma International, Other , San Jose, California