The position 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. The position as the analytics and insights partner you play a key role in latams omnichannel customer engagement transformation to drive customer centricity and create seamless customer experiences. You are responsible to actively collect, analyze and generate insights in a consistent and homogeneous way to support the network and local teams in their activities to gather customer feedback, segment customers based on their preferences and measure campaign and channel performance, with the overall aim to create personalized customer experiences. You will be working closely with the global ecosystem insights and advance analytics teams and global data management and analytics programs epicx, rdi) to drive a data-Driven culture and insights driven next best actions as it relates to personalized customer engagements. As part of the latam network team you will be reporting to the data governance & analytics lead and directly work with the network and affiliate teams to provide on-Demand support in their various data analytics and insights generation activities. This can include the creation, maintenance and optimization of dashboards to measure performance of campaigns, channels and content across customer segments, establishing digital customer feedback loops in accordance with the continuous learning and closed-Loop feedback strategy and finally creating valuable customer insights. You will be supporting the business and customer success lead in conducting business reviews by analyzing the kpis related to the defined outcomes. Based on this, you will also make recommendations for improvements to ensure customer and business success. You will also be working with the omnichannel outcomes leads to create the measurement plans for the ta omnichannel strategies. Key responsibilities you are responsible for the effective translation of data into valuable insights across all digital hcp portal, emailing, remote engagement, social media) and non-Digital touchpoints within the omnichannel ta strategies and their effective communication to various stakeholder groups define criteria to prioritize analytics and insights generation demand across latam and affiliates with network and local stakeholders support the business and customer excellence lead in conducting regional and affiliate business reviews by sharing key performance indicators aligned to the defined outcomes, and recommend areas for improvement and action plans where appropriate collaborate with channel specialists to determine the value and effectiveness of all types of channels, translating incoming data into business results and generated impact collaborate with content partners to monitor and measure campaign and content performance to showcase their effectiveness and results of marketing campaigns partner with the customer insights lead to operationalize customer segmentation into the data collection process and generate meaningful insights for each segment ensure alignment and standardization of the data and insights quality according to the data governance and analytics strategy and coordinate with data stewards in the affiliates to define any actions needed to improve data quality standards lead / participate in regional digital analytics projects hcp portal analysis) and liaise with data governance & analytics lead to raise any business or technical needs new data sources) within latam network and affiliate teams and with global programs, act as the translator between data experts and the business, facilitating cross functional collaboration leverage the network to capture learnings and create synergies between affiliates in data gathering and insights generation processes, and share them with data governance & analytics lead in order to iterate in the data governance and analytics strategy manage and comply with any regulatory requirements related to the above activities actively eliminate low value activities, and continuously reevaluate the prioritization and focus of the teams to drive the business forward on highest priorities, while creating synergies and eliminating duplication ensure that research is conducted with the highest degree of integrity, in compliance with appropriate policies and sops, and that learnings are shared broadly and archived effectively for future reference whats in it for you? this is a key role to enable roches new omnichannel customer engagement vision which will provide you will opportunities to work with senior latam stakeholders you will have the opportunity to work in a network role and support affiliates in gaining valuable insights of their customers through the application of data analytics and visualizations helping them to optimize their omnichannel engagement strategies role interfaces as the analytics & insights partner, you will interact with the following: digital customer engagement & insights - Latam business and customer excellence lead customer insights lead data governance & analytics lead cx specialist channel specialist content partner global global ecosystem insights global programs epicx, rdi, aspire) other latam roles & functions patient journey partners (pjps) & hsps (health system partners) experience & qualifications education bachelors degree (scientific, digital, economic or business degree). An advanced degree in life sciences and/ or mba is a plus professional experience 5+ years experience in analytics translation translate analytics into insights), performance analytics and proven skills working with data & analytics platforms, tableau and digital landscape, channel & touchpoint analytics (web, search, social, email, chat, virtual meetings / conferences etc.) and campaign analytics excellent analytical and problem solving skills with the ability to translate complex data sets into valuable insights for various stakeholder groups through dashboards and visualization tools experience with digital, omnichannel, and associated data/analytics capabilities in large biopharma environments is highly desirable experience in understanding customer experiences in a healthcare system set-Up and acting on them, improving hcp and patient satisfaction is highly desirable ability to understand and translate marketing analytics reports, experience in vvpm (veeva vault promomats) content sharing (dam) and approval (mlr) process experience in jupyter notebook, amazon athena and google analytics is a plus excellent project and stakeholder management, interpersonal and organizational skills, as well as the ability to handle multiple projects, demand, priorities and stakeholders simultaneously languages fluent in english and spanish (oral & written) is essential skills & competencies competencies visionary: you have the vision to enhance customer engagement through a data-Driven culture, using creative strategic approaches to generate valuable customer insights and enable the team to act on them architect : you contribute to a team culture where you motivate others to leverage data and take bold decisions to accelerate a personalized and omnichannel customer engagement catalyst : you have an entrepreneurial spirit, providing solutions and removing roadblocks to act quickly upon evolving omnichannel business and customer needs coach : you motivate and help affiliate teams to build the skills and mindsets needed to build a data-Driven culture in addition, the following skills will make you successful in your position and career development at roche: digital literacy risk taking & experimentation outcomes based planning systems thinking customer centricity insights generation performance analytics data science analytics automation data management #dceilatamjobs.
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