19 days old

Sr. Director - Customer Experience

Roche
Indianapolis, IN

Provides strategic direction and leadership to shape customer experience for Roche Diagnostics. Focused on defining, communicating, and measuring Rocheâs success in delivering an ideal, consistent, and differentiated customer experience across franchises.  Responsible for leading and shaping the diagnostics centers of excellence and events teams to deliver consistent approach and shared value prop across 1Roche.

Assist the Director or senior leadership in overall operations of assigned department(s).  Contributes and achieves results through the management of subordinates (professional and support staff).  Establishes and manages the department's budget and all assigned resources.  Provides leadership to ensure department objectives and goals are achieved.  Directs and implements tactical plans.  Has full discretion on all employment decisions for department staff including hiring, training, performance management, and progressive disciplinary actions.

Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

The Sr. Director Customer Experience will:

  • Design, develop and implement an enterprise wide customer engagement strategy that ensures and enables a consistent customer experience across the RDC portfolio
  • Lead the VIP strategy, process and team to ensure all Indy based VIP experiences are consistent with our strategic initiatives
  • Provide strategic oversight of all external customer engagement experiences; develop strategies, plans and tactics to leverage all Business Unit driven customer events
  • Provide timely and relevant voice of the customer to NADEC and Marketing Council in a way that ensures RDC maintains â˜Customer Firstâ
  • Responsible for driving and tracking the Roche NetPromoter Score and implementing strategies and recommendations to maximize it
  • Responsible for leading and shaping the diagnostics centers of excellence and events teams to deliver consistent approach and shared value prop across 1Roche.
  • Responsible for strategically aligning customer experience story and rationale across Business Units, Customer Business Support Center, and Roche Support Network

Minimum Requirements:

  •  Bachelorâs degree in Marketing, or scientific or business related field.
  • Typically requires 10-15 years of progressive marketing experience or equivalent work experience.
  • Typically requires at least 5+ years of marketing leadership experience.
  • Excellent oral and written communication skills
  • Ability to lead and direct employees
  • Proven ability to motive and influence in a positive manner
  • Proven record of multi-tasking and ability to handle a high pressure environment with significant timeline pressures.
Posted: 2018-12-27 Expires: 2019-01-26

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Sr. Director - Customer Experience

Roche
Indianapolis, IN

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