Customer Service Business Product Owner job opportunity at Roche.

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DatePosted 30+ Days Ago bot
Roche Customer Service Business Product Owner
Experience: 5-years
Pattern: full-time
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degreeMBA
loacation Basel, Switzerland
loacation Basel....Switzerland

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 Are you a MarTech (Marketing Technologies) expert who thrives on turning complex business visions into tangible digital reality? At Roche, we are building a harmonized, world-class customer engagement ecosystem. As our MarTech Product Owner for Case Management & Customer Service , you will be the heartbeat of an Agile Release Train (ART). You will sit at the intersection of business strategy and technical execution, translating the "Big Picture" roadmap into high-impact user stories that empower our global affiliates and enhance the lives of patients worldwide. Customer service plays a critical role in Roche by ensuring reliable, compliant, and patient-centric interactions across all touchpoints. High-quality service supports patient safety, regulatory adherence, and operational excellence, while building trust with healthcare professionals, partners, and patients. As a Customer Service Product Owner, you will help shape systems and processes that enable consistent, accurate, and efficient service delivery, ensuring customer experience standards align with regulatory requirements and the company’s commitment to public health.   The Opportunity Execute the Roadmap: Translate global Customer Engagement strategy features into well-defined user stories and prioritized backlogs that drive value across the enterprise. Lead the ART: Act as the primary business SME on Customer Service and Case Management within the Agile Release Train, collaborating with Roche Digital Technologies (IT) and external vendors to ensure flawless product delivery. Champion Innovation: Proactively identify opportunities for AI and automation to evolve our "Marketing Strategy" capabilities. Drive Adoption: Own the end-to-end lifecycle of your product—from initial process design and SOP creation to global roll-out, training, and KPI tracking. Global Collaboration: Work across boundaries to align with Solution Owners, ensuring your product integrates seamlessly into the wider Roche MarTech ecosystem.   Who you are You are a "VACC" leader (Visionary, Architect, Catalyst, Coach) who is comfortable navigating a decentralized, global environment. You know how to synthesize complex technical topics into compelling narratives. Industry Core: 5+ years of experience in Pharma/Biotech with deep expertise in Marketing Strategy domains. Transformation Track Record: 5+ years in large-scale, international technology transformations. Agile Expertise: Proven experience as a Product Owner in Scaled Agile (SAFe) or DevOps environments. Platform Fluency: Hands-on experience with CRM and Marketing Automation ecosystems (e.g., Salesforce Marketing Cloud, Adobe, Veeva). Process fluency in Customer Service and Case Management including the application of AI in case automation Lean Mindset: Expertise in applying Lean methodologies (Six Sigma/Kaizen) to optimize business processes. Communication: Exceptional English skills with the ability to facilitate difficult conversations and build trust with diverse stakeholders. Education: University degree required (MBA or related graduate degree is a plus). Travel: Ability to travel globally ~20% of the time.   Ready for the next step? We look forward to hearing from you. Apply now to discover this exciting opportunity!     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.

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