At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.The PositionProject Lead is accountable for driving the strategic execution, global rollout, and business impact of the Autonomous Remote L1 Support Program, redesigning Roche's remote-support experience around an AI-first operating model. You will lead the implementation of an end-to-end, 24/7 support ecosystem across voice, chat, digital, and connected-service channels, delivering core AI capabilities (including Voicebot Case Creation, Predictive Routing, and First-Contact Resolution). Will ensure seamless, zero-friction omnichannel context transfers, global workflow harmonization across priority focus regions,



and robust change management using the ADKAR model. Aligned with Dia Service Strategy 2030+ governance, your role is pivotal in driving operational efficiency, scaling autonomous resolution, and unlocking significant long-term value and operational savings across Diagnostics Customer Support.Key Responsibilities:Lead the strategic direction and global execution of the Autonomous Remote L1 Support Program to maximize customer adoption and positive business impact across regions, contact centers, and affiliates.Drive the AI-first process redesign of L1 support workflows, harmonizing fragmented regional SME processes across focus affiliates into a single integral blueprint.Synchronize program execution and milestones with critical external dependencies, including the Contact Center as a Service (CCaaS) Hub rollout, core infrastructure, and GenAI frameworks.Establish clear accountability frameworks, strict Defin

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