Engagement Performance Analyst, Digital Excellence (DEx), Global Product Strategy The Engagement Performance Analyst will translate customer, campaign, and content data into strategy recommendations to enhance customer engagement, and will serve as a member of the Digital Operations Chapter that is part of the Digital Excellence (DEx) team within Global Product Strategy. The Digital Excellence team is responsible for enabling and enhancing Roche’s customer-centered digital strategy for launch excellence and engagement with customers by unlocking the value of digital through data & customer insights.
The DEx team will serve as an agile expertise hub within Roche to amplify ideas and outputs that address enterprise-wide topics such as digital customer experience strategy; digital marketing channels & techniques; digital content strategy, digital solution development & management; marketing automation; personalization; digital marketing technology tools and platforms; and digital collaboration / community platforms. The team will also play a major role in elevating digital knowledge / skills and building a community across global functions, within prioritized affiliates and to guide the wider Enterprise. Within the DEx team, the Digital Operations Chapter will have a priority focus of delivering dedicated leadership on digital launch excellence by enabling Roche to capture and centralize customer insights, which will shape Roche’s digital engagement strategy and content capabilities. The chapter will be accountable for equipping the organization with essential services including the evolution of the digital analytics foundations to support enhanced and accessible customer insights along the customer journey, as well as integrating these services into content marketing and engagement campaigns. This chapter, in collaboration with GLIDE (AABI, CI and EI) and the enterprise-wide Digital Customer Engagement Network (DCEN), will identify, develop and scale decision engines that deliver insight and data-based customer engagements that bring value to customers, and ultimately better outcomes for patients. The Engagement Performance Analyst will play an integral role in identifying the implications of customer, campaign, and content data to share insights and recommendations with key stakeholders in the DEx Digital Strategy Chapter and Channel Excellence & Innovation Chapters to inform both brand and cross-disease area strategy. To this end, this role will deliver analyses and strategic guidance to address open questions related to campaign performance and customer engagement. Additionally, the role will provide guidance to Roche’s Advanced Analytics and Business Insights Team on current and future digital analytics needs. Responsibilities: Translate customer, campaign and content data into strategic recommendations to be leveraged by relevant stakeholders e.g. senior leadership accountable for campaign effectiveness; those responsible for campaign to inform both brand and cross-disease area strategy Deliver analysis and strategic guidance to address open questions related to campaign performance and customer engagement Provide guidance to Roche’s Advanced Analytics and Business Insights Team on current and future digital analytics needs (e.g. Digital360, Business Effectiveness/Marketing Mix Modelling etc) Share relevant findings and implications with relevant stakeholders (e.g., brand teams) as needed Collaborate with cross-functional teams to derive and share insights that will impact customer engagement strategy Enable high-impact communication through active facilitation and listening to drive toward organisational alignment among global teams Establish an environment that supports high quality and efficiency Who You Are? Visionary: You encourage to strongly link digital transformation and innovation to customer engagement and impact. Architect: You foster people, structures and processes so that innovation can happen to deliver exponential digital customer engagement experience and value. Catalyst: You are entrepreneurial, can mobilize and act (have a start-up mentality) to build new engagement approaches, tools, and external resources for evaluation and piloting within Roche. Coach: You encourage experimenting and provide a forward-looking atmosphere. You mentor and educate teams on new potential approaches. Learn more about VACC leadership here. Key Qualifications and Experience Required: We seek an accomplished leader, with a deep knowledge of digital content and demonstrated success executing operations and providing high quality enablement of digital engagement. Specifically, they will possess the following: 6 - 8 years of digital marketing experience, preferably inclusive of both healthcare and consumer goods industry experience Deep understanding of customer engagement strategies and opportunities to enhance the customer journey Ability to translate analytical data into insights and actionable recommendations Demonstrated leadership skills within a matrixed environment, with the ability to influence senior level stakeholders, drive alignment cross-functionally and drive organisational change Bachelor’s degree in a business or quantitative field, advanced degrees preferred Strong leadership skills: excellent team management, coaching and mentoring skills, superior planning, process and influencing skills Excellent interpersonal skills to drive alignment among cross-functional and global teams Demonstrated ability to be an effective leader Takes initiative and acts with a sense of urgency and suggests ways to move forward Able to understand complex 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 Impeccable ethics and integrity Ability to work flexible hours to accommodate international team engagement Possible future business travel expected as needed (0 – 25%) If you have questions then please check our FAQs and videos on careers.roche.ch/faq
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