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 A healthier future. That's what motivates us to innovate. Continuously promote science and ensure that everyone has access to the health care they need today and for generations to come. Creating a world where we all have more time with the people we love. That's what makes us Roche. Our Vision Our vision is to make CX as transformative as our science and be known for consistently creating seamless customer experiences that are as innovative and impactful as our medicines. This is why we are evolving the LATAM Omnichannel team - to make this a reality by integrating digital and face-to-face interactions seamlessly and allowing us to rapidly identify priorities to engage our customers and establish leadership in the prioritized therapeutic areas. As the Omnichannel Outcomes Lead for Hemophilia and Hematology, you play a key leadership role in LATAM's omnichannel customer engagement transformation to drive customer centricity and create seamless customer experiences. You are responsible for designing the cross-LATAM omnichannel strategy focusing on a selected therapeutic area (TA) to address key pain points in customer journeys, and create personalized customer experiences to differentiate Roche's medicines and ultimately drive business impact. In this role, you will be working closely with the LATAM and Global organization to translate and tailor the Global omnichannel strategy for the region. As part of the LATAM Network Leadership team, you will be directly reporting to the Head, CX & Omnichannel Engagement and partner with the LATAM Network and Affiliate teams to define the strategic outcomes, design the strategy and create an implementation guide allowing each country to localize the strategy in their market. As the Omnichannel Outcomes Lead, you will analyze external market changes and evolving customer needs to iterate on the omnichannel strategy and use insights driven from customer data to iterate on the strategy as needed. For this, you will liaise with the TA iSquad and as well as the marketing team to ensure that the TA strategy has feedback loops incorporated that link back into the marketing teams. You will work closely with the other Omnichannel Outcomes leaders – as well as the Business & Customers Excellence leader, other network leaders and key stakeholders in the affiliate to bring this vision to life. Expectations will be to build operational processes that support the Omnichannel roadmap. As a successful candidate, you will have demonstrated experience in creating and optimizing standards and solutions for Omnichannel campaigns, with a focus on optimal customer quality, speed, and cost-effectiveness. This role is part of the Digital Experience Team within the larger experience Operations (XO) department. The XO department partners across Commercial, Medical and Government Affairs (CMG) to orchestrate and deliver integrated customer experiences that drive measurable business outcomes. About the Opportunity: - Develop the Hemophilia and Hematology Omnichannel Strategy for LATAM, ensuring alignment with TA Business Outcomes through customer and patient journey insights. - Guide Omnichannel CX Chapter Leads in each Affiliate to implement the LATAM TA Omnichannel Strategy locally. - Establish a trusted partnership with the Global iSquad Team, ensuring two-way communication and sharing regional/local needs. - Collaborate with the Global TA iSquad to localize the TA strategy for LATAM, considering local requirements in the omnichannel strategy design. - Coordinate with other Network Leads to integrate their technical expertise into the TA Omnichannel Strategy. - Collect feedback, best practices, and success stories from affiliates to foster a culture of sharing and learning, enhancing the omnichannel strategy. - Exhibit a proven track record in driving business process transformation, organizational culture change, and managing complex business deliverables, including regulatory compliance. Requirements & Experiences: - Experience of minimum 5+ years in an omni-channel strategic role within the healthcare, consumer packaged goods and/or tech space. 8-10 years of relevant experience is preferred. - Experience of 5+ years in leading teams or leading large cross-functional projects - Excellent strategic thinking, highly innovative, and proven ability to translate strategy into operational excellence across a commercialization organization - Strong and proven leadership of cross functional teams and ability to influence across a matrix without authority - Enterprise mindset and global experience - Experience with digital, omnichannel, and associated data/analytics capabilities in large biopharma environments - Experience working and collaborating with HCPs and sophisticated health systems - Effective written and verbal communication skills - Self-starter who thrives in a fast-paced, collaborative, and innovative high-growth environment - Fluent in English and Spanish (oral & written) is essential Relocation benefits are not available for this position. Who we are A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let's build a healthier future, together. Roche is an Equal Opportunity Employer.