Experteer Overview
As Project Lead, you drive the global rollout and impact of Roche’s Autonomous Remote L1 Support Program in an AI-first operating model. You’ll lead end-to-end redesign of L1 support, delivering a seamless omnichannel experience with AI capabilities. You collaborate with cross-functional teams and external dependencies to harmonize regional processes into a worldwide blueprint. You help unlock long-term value and operational savings for Diagnostics Customer Support while navigating change across a multinational setting. This role offers the chance to shape remote-support strategy and influence digital transformation at scale.

Compensaciones / Beneficios
• Lead the strategic direction and general execution of the Autonomous Remote L1 Support Program across regions, contact centers, and affiliates.
• Drive AI-first redesign of L1 support workflows, consolidating regional SME processes into a single global blueprint.
• Coordinate milestones with critical dependencies, including CCaaS Hub rollout, core infrastructure, and GenAI frameworks.
• Establish accountability, DoD phase-gate criteria, and benefit tracking with Global Service Finance and Service Insights.
• Embed ADKAR change management across rollout phases to assess readiness and drive adoption of self-service tools and AI capabilities.
• Form and empower a multifunctional Project Core Team (PCT) aligned with program ambitions.
• Collaborate with Dia Service Strategy 2030+ execution streams and represent the program to Steering Committee and senior management.
• Navigate ambiguous business situations, conflicts,



and constraints (regulatory, language, legacy decommissioning timelines).

Responsabilidades
• 5–7+ years of project or program management experience leading complex cross-departmental or cross-site service transformations in Diagnostics or MedTech.
• Experience leading AI, GenAI, Contact Center, or platform integration programs in a global, matrixed organization.
• Proven track record in global process harmonization of disparate regional workflows.
• Experience with Agile project management methodologies and gate-based frameworks.
• Change management experience with practical knowledge of ADKAR (certification an advantage).
• Project management certification (IPMA, PMI, PRINCE2) an advantage.
• Strong financial literacy with budgeting, business cases, and impact metrics tracking.
• Domain knowledge of Diagnostics Customer Support, L1 contact center processes, and enterprise IT architectures is advantageous.
• Excellent interpersonal, leadership, collaboration, and conflict-resolution skills.
• Excellent communication and presentation abilities for senior management and steering committees.
• Self-starter capable of working with limited supervision in a fast-changing international setting.
• Fluency in English; additional languages are assets.
• Willingness to travel 25–30% of the time.

Requisitos principales
• Annual bonus (target 20%)
• Private healthcare (LuxMed)
• Group life insurance (UNUM)
• Recharge Fridays (2 Fridays off per quarter)
• Flex Location
• Stock purchase options

📌 Project Lead (San Cugat del Vallés)
🏢 Roche
📍 San Cugat del Vallés