Africa Area - Customer Experience and Omnichannel Engagement Lead at Roche Kenya

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