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Customer Experience Lead Jobs in Kuwait |  فرص عمل في الكويت

مطلوب Customer Experience Lead
الوصف Customer Experience Lead - Platform, Digital Excellence (DEx), Global Product Strategy - (OneCustomer Platform PO) The Customer Experience Lead - Customer Journey Platform will be responsible for leading the Roche enterprise to organise and understand patient and customer journey experience insights by leading the creation and scaling of the digital platform that will house journeys. The Customer Experience Lead - Platform will take on a key role in an enterprise-wide initiative called OneCustomer. This is an exciting new opportunity to achieve enterprise-wide impact in enabling Roche to become even more patient and customer centric. OneCustomer is the enterprise initiative in EpiCX/DCEN (digital customer engagement network) to enable enterprise-wide capability of customer and patient journey mapping in order to act to improve on their experiences. This includes enabling the build of sustainable products (from training, journey frameworks/tools, playbooks to a digital platform that houses our customer and patient journeys and insights) - to address Roche user and patient and customer journey mapping needs. About the Role The Customer Experience Lead - Customer Journey Platform will be responsible for enabling the Roche enterprise to organise and understand patient and customer journey insights in such a way that enables Roche to act. This role is formally a member of the Digital Intelligence & Operations chapter that is part of the Digital Excellence (DEx) team within Global Product Strategy. They will be responsible for maximising the value of the journey mapping digital platform product(s) by creating and managing the product backlog and acceptance criteria for their respective squad. This role will create and provide the product vision to represent the Voice of the Customer, and create user stories to communicate customers needs throughout the SCRUM process. Additionally, this role will lead backlog refinement sessions at the product level and validate sprints to ensure high quality deliverables, collaborating closely with the Analytics feature product owner. They will collaborate closely to define the deployment and release roadmaps with the relevant IT team members - and the wider product team members. As needed, they will also manage the assigned squad budget by raising, tracking and closing SOWs/purchase orders, booking goods receipts, monitoring spend & providing regular financial forecasts. This role will also take on internal communication and engagement responsibilities for the OneCustomer program. About Digital Excellence (DEx) The Digital Excellence team is responsible for enabling and enhancing Roche’s customer-centered digital strategy for launch excellence and engagement with customers by unlocking the value of digital through data & customer insights. The DEx team will serve as an agile expertise hub within Roche to amplify ideas and outputs that address enterprise-wide topics such as digital customer experience strategy; digital marketing channels & techniques; digital content strategy, digital solution development & management; marketing automation; personalisation; digital marketing technology tools and platforms; and digital collaboration / community platforms. The team will also play a major role in elevating digital knowledge / skills and building a community across global functions, within prioritised affiliates and to guide the wider Enterprise. Responsibilities: Create digital platform product vision and epics, engaging with the affiliate business stakeholders in order to represent the “Voice of the Customer”. Maximise the value of the product by creating and managing the product backlog. Create user stories for the development team and communicate the voice of the customer throughout the scrum process. Prioritise product backlog based on value and co-create product release plan with Squad team, closely collaborating with the Analytics Feature Product Owner (PO). Lead Backlog Refinement sessions at a product level. Provide user story & acceptance criteria and signs off on user stories, engaging affiliates efficiently & proactively. Validate sprint outputs by accepting or rejecting deliverables to ensure high quality final outputs are achieved. Communicate with users (affiliates and global) and across squads to align on priorities across the team. As needed, lead and deliver on OneCustomer program-level communication and engagement responsibilities. As needed, manage the assigned squad budget by raising tracking and closing SOWs/purchase orders, booking goods receipts, monitoring spend & providing regular financial forecasts. Enable high-impact communication through active facilitation and listening to drive toward organisational alignment among global teams. Establish an environment that supports high quality and efficiency. Who You Are? Visionary: You encourage to strongly link digital transformation and innovation to customer engagement and impact. Architect: You foster people, structures and processes so that innovation can happen to deliver exponential digital customer engagement experience and value. Catalyst: You are entrepreneurial, can mobilise and act (have a start-up mentality) to build new engagement approaches, tools, and external resources for evaluation and piloting within Roche. Coach: You encourage experimenting and provide a forward-looking atmosphere. You mentor and educate teams on new potential approaches. Learn more about VACC leadership here. Key Qualifications and Experience Required: We seek an accomplished leader, with a deep knowledge of digital content and demonstrated success executing operations and providing high quality enablement of digital engagement. Specifically, they will possess the following: Agile SCRUM qualified, ideally with SAFe experience Proven project ownership skills, attention to detail and exceptional organisational skills. Ability to begin digital product development from inception through to large scale operationalisation. 6 - 8 years of digital marketing experience, preferably inclusive of both healthcare and consumer goods industry experience Deep understanding of customer journey and opportunities to address customer needs Proven leadership experience in leading & managing digital marketing teams, or related functions Bachelor’s degree in a business or quantitative field, advanced degrees preferred Demonstrated adaptability, self-driven and resilient to change Demonstrated leadership skills within a matrixed environment, with the ability to influence senior level stakeholders, drive alignment cross-functionally and drive organisational change Takes initiative and acts with a sense of urgency and suggests ways to move forward Able to understand complex business process and influence business change Is customer-centric and able to apply this approach to everything they do Acts from a whole system, enterprise perspective and understands the big picture Impeccable ethics and integrity Ability to work flexible hours to accommodate international team engagement Possible future business travel expected as needed (0 – 25%) If you have questions then please check our FAQs and videos on careers.roche.ch/faq
Genentech
رقم الوظيفة 574411
تاريخ الإعلان 2021-07-15
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