Latest Vacancies at Roche

The Position

Roche in KZN Is seeking a Patient Journey Partner, Oncology.

As a Patient Journey Partner (PJP) you will be at the center of the new Roche organization, turning upside down the role we play in society - from mostly offering world-class medicines towards much more partnering, innovating and leading generative disruption. By doing so the PJP will be directly accountable to deliver better outcomes for patients, their community, the ecosystem and the organisation, faster.

The PJP is an empowered leader and the local face of Roche. She or he partners closely with all stakeholders directly touching the patient journey (in a given therapeutic or disease area), gaining a deep understanding of their needs in order to connect Roche’s capabilities to co-create meaningful solutions.

This role is locally embedded in the ecosystem, it is an integrated role, functionally agnostic, (i.e. it does not fit into the traditional concepts of Commercial/Sales or Medical Affairs)

It has no profitability, sales objectives or incentives.

Key Challenges

• The PJP role within the affiliate who has decision making authority to request resources of Roche (both within the affiliate and broader network) in order to have improved impact on the patient journey
• The PJP focuses on the importance of bringing the outside in, working with partners to uncover all potential opportunities to transform outcomes for patients, faster. They also bring the inside out, to bring Roche expertise, science and knowledge to the ecosystem.
• Acts as trusted partner and is the primary (but non-exclusive) point of contact between stakeholders and Roche; the PJP shares the patient and stakeholder community needs internally, prioritizes and secures resources, and drives solutions that deliver outcomes faster.
• Partners with patient journey stakeholders to remove roadblocks and unlock possibilities to deliver value for patients and the community.
• Stewards Roche’s products through their lifecycle and supports their appropriate use, which includes sharing their merits with HCPs in a truthful and balanced manner.
• By overseeing the patient journey in its entirety, the PJP acts as a system thinker with the ability to identify shared purpose among stakeholders and The role is empowered to pull in expertise and resources locally and from the network as needed, including in collaboration with other PJPs.
• The role is empowered to pull in expertise and resources locally and from the network as needed, including in collaboration with other PJPs.
• Ensuring great experiences whenever stakeholders in the ecosystem engage with Roche employees, products and services.

Your ambition and profile? 

You demonstrate personal purpose in improving the patient journey, as well as a strong passion to bring value and impact to the healthcare ecosystem. Thanks to your system thinking abilities, you oversee patient journeys in their entirety and you leverage shared purposes of stakeholders to co-create solutions within the ecosystem.

You are a true visionary, defining and embedding the strategy around creating better health outcomes for more patients faster, bringing a strong entrepreneurial mentality with outstanding partnering capabilities (coaching, consulting, ability to deeply listen, question and understand).

You recognize yourself within these skills characteristics:

• You have a University degree/NQF 7 (scientific, economic, or business degree). An advanced degree in Life science and/or MBA is a plus.
• You have 3 – 5 years experience in Pharma Industry with Oncology therapeutic area experience.
• Growth mindset, able to learn and unlearn quickly, take risks and experiment; 
• Self-managed and self-directed; 
• Display of integrity in everything;
• Enabler mindset, leveraging the internal and external networks to create value, knowledge sharing and scaling;
• Boldly act on key decisions and opportunities and boldly stop any activity that is not adding value; 
• Excellent stakeholder engagement skills including partnering with Therapeutic Area Experts (TAEs) and organisations (required). Experience partnering with Patient Advocacy Groups (PAGs) is highly desired;
• Proved experience in working in a cross-functional team; 
• Strong eye for business with desired expertise in commercialization, medical and customer experience excellence; 
• Experience in agile ways of working; 
• Deep knowledge of patient journey(s) and related treatments in defined disease area(s), enabling engagement at the specialist level
• Broad understanding of Roche’s present portfolio and future pipeline; 
• Robust understanding of medical affairs strategies and tactics including clinical research.
• Practical understanding of digital innovation methodologies.

go to method of application »

Summary

The Africa Digital and Customer Experience Lead role is a newly created senior leadership position accountable to design, shape and transform the customer experience throughout Africa by incorporating integrated digital and personalized experiences that will develop Go to market approaches, drive business growth, uncover market level efficiencies and drive better customer and patient experiences. 

This newly created role will bridge strategies between GPS, Pharma International and Informatics at global and local levels to deliver a closed loop omnichannel engagement model. As an Architect & Catalyst, this leader will shape the Africa customer experience operating model and be a key decision maker in how personalized engagement, new marketing ways of working and closed loop feedback from customer facing roles help achieve our bold vision. In addition to relevant functional expertise, strong enterprise leadership, the ability to both articulate a vision and dive into the operational details to make the vision happen, transformative change management on a large scale, and experience working closely with various levels in Africa (and in various departments Marketing, Squad leaders, Affiliate Analytics & Insights, Medical, Finance, and Compliance) are required. 

You are responsible for designing the overarching Africa CX and Digital Customer Engagement Strategy aligned to the Global and iNET outcomes to ensure our customer experiences are as meaningful as our science. In this role, you will also be responsible for implementing the CX and Digital components of Africa’s new CX, Digital and Data, Analytics and Insights model designed to embed digital customer engagement and customer experience principles in daily activities with the orchestration of omni-channel engagement using targeted content, messaging, engagement models and services. As part of this role, you will be working with the Africa Network Enabling Team as well as a network team of subject matter experts within Africa and beyond.

This role will report to the Africa Area Head, but also have a dotted line to the global DCE&I leader responsible for the omnichannel engagement.

Challenges

• The overarching Africa CX and Digital Customer Engagement strategy aligned to the Global and iNET outcomes to ensure our customer experiences are as meaningful as our science
• Implementing the CX and Digital components of Africa’s new CX, Digital and Data, Analytics and Insights model including establishing/coaching the teams, providing the strategic direction/vision and coaching 
• Integrating the newly designed model into other key functional areas in the business such as Marketing, Medical, Policy/Government Relations and IT
• Setting the desired CX and Digital outcomes and enabling a network of leaders and/or senior experts to achieve the intended goals 
• Driving the implementation of the Africa CX and Digital Customer Engagement strategy by partnering with key stakeholders across the organization, both within the Africa region and Globally 
• Cultivating and inspiring a customer-centric culture with a goal of improving an end-to-end customer experience through insights driven actions
• Building network enthusiasm around CX & digital customer engagement; Leading efforts to create, orchestrate, scale and evolve CX and digital customer engagement strategy in alignment with enterprise and local strategic imperatives
• Anticipate and stay on top of market evolutions and dynamics that may impact the CX and digital customer engagement environment
• Define key KPIs to assess the success of the new resource and operating model and track and report the progress in accordance with the defined KPIs to the LET

Leadership Profile 

• Experienced  leader, who excels at bringing people together around a shared vision while also fully empowering & holding their team accountable
• A leader with deep understanding and appreciation of the operating model within markets as well as the global role in supporting affiliates
• Successful leader who has demonstrated ability to drive to strong execution with measurable results in competitive markets
• Demonstrates expertise in leading through the archetypes of visionary, architect, coach and catalyst (VACC) and role modeling of our One Roche Operating Principles
• Leads with courageous authenticity and fosters culture of belonging and inclusiveness
• Advances change in the organization, employs strategies to foster high levels of employee engagement and buy-in across the organization 
• Inspires others to be the best they can be, creates an environment of high empowerment and accountability

Who You Are

• You have a great desire to embark on a journey of Digital Customer Experience and Insights within the Healthcare Space
• You have demonstrated impact with Customer Experience and Insights either in the pharmaceutical/ biotechnology, life sciences or FMCG, GAFA and E-commerce sectors
• You have a Bachelor's degree; MBA or other related graduate level degree preferred  
• You are experienced in digital strategy creation including GMT digital marketing and digital customer engagement strategies
• You possess an expertise with digital consents, digital channels (email, web, social media, SEO, SEM, etc.), 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 
• You are experienced in CX design (Customer journey mapping from “as is” to “To be” scenarios), Human Factor Design, User Experience Design and Usability across more than one customer interaction channel
• You possess expertise with setting CX measurement frameworks and managing Customer Engagement strategies

Skills & Competencies

• Team Leadership: You are able to create and lead a high performing team across the entire region – to include: hiring, coaching, development and leadership of the team (includes both network (and affiliate) digital & analytics teams (to include Epicx, Omni channel , data insights, customer journey)
• Strategic & Visionary Thinking: You are capable of setting the Digital and CX vision and mobilize cross-national teams through strong leadership skills. It is critical to understand external market changes and can anticipate evolving customer expectations to iterate on the CX and Digital Strategy as needed 
• Networking and Influencing skills: You have the ability to work hand-in-hand with Senior Leaders and Business Stakeholders to integrate Digital and CX into the overarching TA Strategies and achieve our long-term customer experience outcomes
• Business acumen: You have good understanding of TA strategic objectives and aligning the CX and Digital Strategy accordingly