Over the last few months, since I had accepted the lead for the corporate Voice-of-the-customer (VoC, customer feedback) Program, I built and grew a cross-functional matrix team (squad), jointly delivering on developing and implementing the program at Roche Pharma
The high-performing VoC Program squad unites colleagues from …
- business/commercial (‘Global Pharma Strategy’)
- medical affairs (‘Product Development Medical Affairs’)
- IT, system management, enterprise architecture
- digital strategy & channels
- enterprise CRM
- data management & analytics
- data privacy, compliance & safety
- OCM & internal deployment experts
- team & project facilitation (Scrum master)
- embedded external partners
… where a lean core team delivers day-by-day. And subject matter experts are pulled in punctually, where specific expertise is required.
The VoC Program squad at ‘Global’ is also supported and guided by a steering committee (“VoC Experts Council”) being composed of representatives by affiliates and regions.
What have been key success key factors for such a complex squad effectively delivering together …
- the mindset that we are delivering together(!)
- align all activities on a clear and agreed outcome
- supporting ways-of-working that help closer collaboration
| CLIENT: Roche Pharma Global Product Strategy (as a Roche employee) | PROJECT TIME FRAME: September 2022 – today |
