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

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, food, or consumer goods industry

• Proven experience with multi-functional project teams in sophisticated 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

Others (i.e. Travel Requirement):

National and international travel: Approximately 10 %

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