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The Position The Global Demand & Business Development Lead plays a crucial role in delivering exceptional customer care and driving business transformation within Roche Diagnostics. The role leads efforts to design and implement global support models for product changes and launches, ensuring these are rolled out efficiently to regional hubs. A key aspect is the orchestration of strategic initiatives that enhance cross-functional collaboration and improve global processes.
This position will work closely with Global Patient Care leadership to support and execute strategies that align with global business goals, ensuring the integration of new services and products into the Global Patient Care (GPC) network. The Lead will be responsible for driving continuous improvements in the patient care framework while fostering operational excellence across the organization.
Key Responsibilities: Achieve seamless integration of new product launches across global hubs. Ensure 90% user adoption of new tools and frameworks within six months post-implementation. Lead the global strategy for cost-effective operations, reducing operational costs by 10% through enhanced governance. Support the leadership team in setting and achieving budgetary and strategic goals. Drive transformation projects to ensure compliance, efficiency, and alignment with organizational objectives. End-to-End Product Change & Launch Coordination: Oversee the global implementation of product changes and launches by coordinating with regional hubs and key stakeholders. Develop service model designs and ensure readiness across all hubs, working with team managers to deliver seamless rollouts. Ensure alignment with global regulatory, IT, and compliance standards. Strategic Project Leadership: Lead global strategic initiatives focused on transforming business operations and customer care. Manage the portfolio of ongoing projects, including innovation projects, budget management, and operational efficiency improvements. Provide thought leadership in defining and driving end-to-end solutions, including feedback loops to R&D and integration of new products (e.g., mySugr, CGM). Transformation & Innovation: Spearhead transformational projects, focusing on operational improvements, cost savings, and global process optimization. Drive global change initiatives, ensuring compliance with the organization's transformation goals. Support the creation and refinement of a global Target Operating Model (TOM) for customer care, addressing challenges like outsourcing and global hub coordination. Cross-Functional Collaboration: Work closely with internal and external stakeholders, including PMO, global analytics, and IT, to ensure alignment with business priorities. Foster collaboration across regional hubs, ensuring unified implementation of business strategies, tools, and processes. Build strong relationships with global and local partners to drive decisions that benefit both customer service delivery and business outcomes. Requirements: University Degree, MBA, or relevant Postgraduate Qualification. 7+ years of experience in strategic project management, business development, or related roles, preferably in a global, B2C customer service environment. Demonstrated expertise in leading end-to-end product launches, operational framework design, and global project management. Proven track record in managing strategic transformations and change initiatives across multiple global hubs. Fluent in English; proficiency in additional languages is a plus. Ability to travel internationally up to 20% of the time. Competencies: Leadership: Ability to drive cross-functional projects and manage complex change programs. Strategic Vision: Demonstrated ability to set and implement strategic goals, align with corporate vision, and drive continuous improvement. Operational Excellence: Expertise in building and managing frameworks for product changes, launches, and customer support models. Communication & Influence: Excellent interpersonal and communication skills, capable of influencing decisions and managing stakeholder expectations. Innovation: Strong focus on driving innovative solutions to optimize processes, enhance customer experience, and deliver operational efficiencies. 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.
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