Pod Catalyst & Customer Experience (cx) Lead
Subang Jaya, Malaysia
Job Description
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The Position (1) Pod Catalyst Responsibility & Accountability
- Accountable for the business success / outcomes and team performance of the assigned pod through provision of effective, non-hierarchical VACC leadership within a self-organized and fully empowered team
- Provide inspirational visionary leadership, enabling the emergence and alignment on bold team visions and aspirations in the respective business area, pod OBPs, and work packages
- Provide coaching and mentoring to the assigned pods/teams and individuals on strategies, processes, and practices to support faster and better outcomes
- Ensure optimal implementation and use of agile rituals, tools and practices to enable the self-managed teams and 90 day outcome achievements
- Co-own, support and monitor the pod\xe2\x80\x99s/team\xe2\x80\x99s outcomes
- Drive and support self-organized team work, including design and pull-through of the team alliance, effective outcome-based planning, prioritization, accountability and clarity of responsibilities, appropriate decision-making, adherence to agreed timelines, and conflict resolution
- Build resilience, instill bold vision, drive high morale and develop healthy working environment
- Mobilizes resources, with an enterprise mindset, and consults for advice on different expertise as required, from the local organization as well as the network
- Ensure appropriate advice seeking and timely escalation of barriers to chapter leads / GM Squad as needed
- Contribute to building up the capability of the teams and individuals through identifying and addressing development and training needs in collaboration with the chapter leads. Act as a coach for colleagues with less experience and help them develop skills/expertise.
- Analyze and define gaps and opportunities of the current product/solution and service offerings to establish a strong partnering and reputation of Roche in the marketplace and grow the impact to patients, the healthcare system and the Roche business (triple win), and support activities for the development of strategic outcome-based plans and programs.
- Act as a network navigator, and role-model, lead and support the pod\xe2\x80\x99s in the following:
- Ensure Malaysian pods / teams and individuals are increasingly contributing to and leveraging the international Roche network
- Deeply understand the needs of the external ecosystems, as articulated by the PJPs/HSPs, and ensure rapid solutions that deliver sustainable outcomes, adapting existing solutions from around the globe or co-creating new solutions that leverage fluid resources and skills
- Constantly build a network proactively, including participating in cross country Disease Area Pods and / or building / participating in CoPs as well as connecting between DAs at a local level for system opportunities.
- Translate PJP/HSP needs and customer needs into a clear vision that can be articulated to the network
- Act as a thought partner for PJPs and/or HSPs by bringing perspective from broader network awareness
- Develop a clear strategy on how to identify, leverage, scale, adapt or co-create solutions based on customer needs
- Establish capable teams, internal and external, that deliver on outcomes packages
- Pull in resources with the most impactful skills from across the Roche network to deliver on added value solutions
- Embody the Network Manifesto and hold others accountable.
- Required to collaborate with both internal and external cross-functional team members, as well as with external stakeholders as needed
- Facilitate & align with the highest standard practice in both compliance and working process
- Creation of CX Vision & Strategy, in collaboration with the cross-functional team and Enabling/Leadership Team
- Define Malaysia customer experience principles based on key opportunities/gaps in the patient/customer journey, and ensure full alignment of the CV Vision & Strategy with the company\xe2\x80\x99s vision and strategy
- Integrate Digital and omni-channel engagements as well as customer insights collection and analysis into the CX approach
- Develop CX strategy & priorities for each budget planning cycle, and be accountable for the CX budget (proposal, business case, execution)
- Create a 3-year roadmap for building CX capabilities and processes that ensure Malaysia organization to be at the forefront of CX in the industry
- Build governance process for CX to ensure optimal decisions and trade-offs for each pod while ensuring consistency across the pods
- Leverage digital means & tools to provide full visibility on CX key metrics and business impact to the Enabling/Leadership Team
- Clearly define design standards and design process in alignment with brand planning processes, and embedded with annual brand planning cycle
- Embed CX mindset & understanding in company culture, in alignment with Roche\xe2\x80\x99s cultural commitments
- Drives implementation and adoption of customer insights collection and analysis, leveraging available digital tools and databases, collaborating closely with the Digital and business analytics teams
- Drives progressively the use of digital and omni-channel customer engagement strategies and tools in line with the Digital Customer Engagement roadmap, collaborating closely with the Digital and customer-facing teams
- Ensure optimal implementations of new technologies, performance platform & channels, converting insights into opportunities
- Become the in-house and an industry expert on CX, leading the knowledge development on CX to elevate the CX knowledge level within the organization
- Ensure customer feedback look is in place and optimized
- Establish and measure customer experience related metrics: define metrics, targets, processes, leverage learnings, develop action plans, ensure continuous improvement
- Significant experience in the pharmaceutical/biotechnology industry in commercial, medical and/or access leadership roles, preferably with multidisciplinary experience
- Significant healthcare customer-facing experience, preferably with strong local market understanding
- Expertise in Customer Experience (pharma/biotech preferable, or outside of industry)
- Strong understanding of how to leverage IT platforms and tools to improve the CX and User Experience (UX), including Salesforce, Qualtrics, Power BI and Digital tools
- Embodies and role-models Roche CX capabilities:
- 1) POWERED BY DATA: Seeks out and harnesses available data sources to make informed decisions to optimise customer interactions and experiences. Identi\xef\xac\x81es actionable insights to optimise business performance.
- 2) FOCUSED ON THE CUSTOMER: Delivers personalised and differentiated value-adding experiences across a range of analogue and digital channels, to drive sustainable growth. Collaborates with customers to co-create experiences where applicable.
- 3) COLLABORATING AS ONE TEAM: Delivers a seamless experience across
- the customer journey, by purposefully joining up internally and externally, across functions and channels. Ensures continued, active cross- functional coordination through planning and implementation.
- 4) ENABLED BY TECHNOLOGY: Embraces the opportunity to leverage technology to enhance the cross-channel customer experience. Experiments with new ideas and develops integrated digital solutions to meet customer needs.
- 5) ADAPTING AND EXPERIMENTING: Anticipates and leads our response to changes in the external environment that are going to impact our customers and \xef\xac\x81nds new ways to approach the opportunities. Adapts and experiments with agility, adopting a test & learn mindset in order to challenge the status quo.
Proven effective, agile, fit-for-purpose leadership of cross-functional teams- Experience in agile ways of working and methodologies
- Role model and ability to demonstrate Roche Values, Leadership Commitments and Core Competencies
- Cultural and organizational agility, comfortable and track record of operating and influencing in all directions in a global network/matrix environment
- Able to understand and leverage digital means and tools is desired
- Demonstrates personal purpose around serving the patient, as well as strong passion to create value and impact on the ecosystem
- Strong enterprise mindset - \xe2\x80\x9cWe before Me\xe2\x80\x9d; think from an Enterprise level, beyond boundaries and borders, in order to bring best possible outcomes to both their local health environment, and across Roche globally
- Strong entrepreneurial mindset with outstanding partnering capabilities (coaching, consulting, ability to deeply listen, question and understand)
- A catalyst and mobilises appropriate resources around common goals / outcomes to generate valuable ecosystem solutions by mobiliser, building and maintaining open and transparent relationships with internal / external stakeholders and the wider network
- Growth mindset, able to learn and unlearn quickly, take risks and experiment, and contribute to the learning cycle by sharing knowledge with others inside and outside Roche
- Acts as a network broker, leveraging the internal and external ecosystems to create value, sharing back and scaling.
- Has strong learning agility and is a system thinker (with feet on the ground)
- A self-managed and self-directed individual - altruistic in supporting the global network
- Display of integrity in everything (i.e. open, honest, ethical and genuine)
- Boldly acts on key decisions and opportunities and boldly stops any activity that is not adding value.
- Deep understanding of the pharmaceutical industry and healthcare environment
- Agile ways of working
- Leadership and coaching
- University degree, preferably in health / medical sciences and/or business
- Work experience in a customer facing role
- Significant leadership experience and capabilities
Who we are At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity. Roche is an Equal Opportunity Employer.
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Job Detail
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Job IdJD894437
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSubang Jaya, Malaysia
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EducationNot mentioned