Customer Experience Partner – Contingent

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

By concentrating on healthcare’s toughest challenges, we’ve been able to make many major breakthroughs, improving lives around the world. But there’s still work to be done.

The Opportunity

We are seeking a Customer Engagement Partner (CEP) to join our team.

The Customer Engagement Partner will actively engage with a diversity of internal and external stakeholders to support selected customers in local and international event management.

The Customer Engagement Partner will act as an Engagement interface for defined customers, as “custodian” of coremap to all disease area activities and all events locally and internationally.

He/ She will be responsible for providing strategic recommendations with moderate guidance/ supervision, leveraging his/her capabilities in Market Research i.e.: qualitative and quantitative research with patients, caregivers, healthcare providers, and other stakeholders in the healthcare ecosystem that impact the patient experience

Your Impact

• Accountable for Medical Information
• Manage project logistics for all local and international events, including payments, contracts, related submissions, and -processes
• Coordinate all technical logistics and serve as the Single Point of Contact (SPOC) for local and international events, including material preparation and approvals, invitations, customer communications and updates, agenda finalization, and agency briefings in coordination with the owner
• Engage with specified customers and channel product messages as requested, either digitally or face-to-face
• Support the design and execution of primary and secondary market research, synthesizing results into actionable recommendations
• Collaborate closely with Patient Journey Partners (PJPs) and Healthcare Systems Partners (HSPs) to identify potential affordability roadblocks for our medications within UAE ecosystems
• Support the Patient Support Lead in the design and implementation of adequate Patient Assistance Programs (PAPs) aligned with internal and global strategies
• Work closely with Patient Journey Partners and Healthcare Systems Partners to identify patient solutions that will enhance the patient journey

Who you are

• You have a scientific- or medical qualification
• You have in-depth knowledge of the UAE healthcare environment and systems, along with a strong scientific medical background
• You possess experience working in cross-functional teams and have established a solid knowledge base and skill set in managing both local and international congresses
• You have the ability to manage related processes effectively and demonstrate expertise in stakeholder management. Additionally, you have proficiency in understanding the market landscape and surfacing insights across multiple primary data sources. Your experience includes forecasting, utilizing patient-flow methods, statistical methods, and analysis.
• You have exceptional decision-making capacity and project management skills, allowing you to navigate complex challenges effectively while maintaining a high sense of ownership and accountability
• You possess leadership and proactive qualities, demonstrating a team-oriented mindset, self-awareness, and respect for others, fostering an atmosphere of trust and transparency
• You exhibit effective communication skills, capable of translating complex data into valuable insights and effectively conveying ideas to ecosystem stakeholders through active listening and observation
• You demonstrate resilience and composure under pressure, with a willingness to step outside your comfort zone and engage in conflict management while acting as a thought partner and strategic advisor in addressing complex problems.