Engagement Lead - Customer and Performance Analytics

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Engagement Lead - Customer and Performance Analytics

Roche India - Roche Services and Solutions

Chennai or Hyderabad

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare 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.

Roche has established Global Analytics and Technology Center of Excellence (GATE) at Chennai and Hyderabad to drive analytics & technology driven solutions by partnering with Roche affiliates across the globe.

Your Opportunity

• Serve as the primary point of contact for GPS (Global Product Strategy) stakeholders ensuring effective communication and collaboration & help them focus on high-value tasks and supporting various strategic initiatives.

• Actively listen to and interpret stakeholders’ business needs, structuring them into analytics questions pertaining to Performance & Customer analytics

• Lead the team and stakeholder discussions, act as thought partner and provide them with high quality analytics solutions and recommendations

• Use business expertise to synthesize analytics results from multiple sources, drive insights generation, and develop actionable recommendations

• Understand the stakeholder needs, prioritize and manage the day to day tasks of self and team accordingly

• Maintain a thorough awareness of the service catalog and capabilities of all analytics delivery teams to triage effectively and collaborate internally to relay requirements, prioritize requests, and ensure timely delivery of insights and reports

• Understand stakeholder priorities to plan the analytics pipeline and identify meta themes to introduce self-serve solutions where suitable

• Involve SMEs to bring appropriate expertise to the stakeholders for elevated conversations, structuring complex needs and addressing business needs effectively

• Clearly communicate operational excellence KPIs and future analytics strategy, based on request type intake, to the GPS operational governance leads

• Along with the capability manager, plan and conduct training programs to develop subject matter expertise in the team

• Be involved in the decision making and make significant contributions across key initiatives to help grow the GATE team

Who you are

• You holds bachelor degree with 8-12 years of experience with ~5 years in insights and analytics in a similar role, showcasing robust proficiency in data analytics, business intelligence, or related domains

• Excellent communication, customer engagement, presentation skills (including presentation tools such as MS Office and Google suite with the ability to effectively engage and influence stakeholders at all organizational levels

• Good pharma domain knowledge of trends and nuances in the industry, customers, brands and other priorities

• Localized expertise in Ex-US market dynamics and secondary data sources (such as Claims, EMR, Customer Master, Customer engagement data, Sales etc.) and prior experience of handling cross-country teams would be an advantage

• Proficient understanding of analytics use cases in the Pharma industry (pertaining to customer and performance analytics) , and techniques (data types, high level analytical methods) to address use cases effectively

• Expertise in customer engagement analytics, customer segmentation, campaign performance reporting, sales data analytics/reporting, promotions data analytics, patient level data analytics etc. to generate actionable customer insights

• Unstructured problem solving aptitude to be able to analyze complex business problems and determine high level analytical approaches and solutions

• Experience in managing analytical service programs comprising activities such as prioritization, feedback management etc.

• Prior experience with request management systems like Adobe Workfront, ServiceNOW, etc., is preferred

• Familiarity with specific analytics tools/software (such as Python, SQL, Excel) is a must and (MDM, Visualization platforms) is preferred

• Exhibit strong leadership, adaptability, and teamwork skills to effectively manage and drive successful analytics projects

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.