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 Position At Roche, we believe every business decision should be guided by its impact on patients and customers. We are digitalizing healthcare to deliver better outcomes faster. As the General Digital CX Journey Lead, you will play a pivotal role in advancing Roche’s commitment to delivering exceptional digital customer experiences across the end-to-end (E2E) customer journey. Operating within a complex matrix organization, you will consolidate insights from Functional, Lifecycle, and Commercial teams to shape a seamless, unified, and differentiating digital and physical experience for our core customer segments.




Key Responsibilities
- Shape the E2E CX Roadmap: Lead efforts to analyze the E2E customer journey. Collect and translate functional objectives into Themes, Epics, and a single, prioritized Digital CX backlog.
- Orchestrate Cross-Functional Alignment: Foster shared accountability across RDT, M&CI;, Commercial, GCS, and Customer Areas. Build consensus globally and regionally, balancing scalable solutions with local nuances.
- Drive Data-Driven Insights: Leverage customer behavior analytics, benchmarking data, and commercial feedback to uncover experience gaps and opportunities. Partner with analytics experts to track leading and lagging performance metrics.
- Foster Innovation & Continuous Improvement: Monitor the impact of digital touchpoint changes. Stay ahead of emerging digital CX trends and technologies to proactively integrate best practices into Roche’s ecosystem.

Who You Are
You are a structured,

📌 Global Digital CX Journey Lead (San Cugat del Vallés)
🏢 F. Hoffmann-La Roche
📍 San Cugat del Vallés