Between 2019 and 2022, members of the Medical CX department (which I had the honor to lead) drove the evolution of (medical) customer services provided by Roche Pharma.
We were supporting Digital Health, Personalized Healthcare and FMI divisions of the company with expertise about and implementation of customer services around their products, Typically being program-embedded contributors, working hand in hand with colleagues designing the products.
Examples had been in-app customer services (Digital Health) or aligning medical services around the FMI portfolio to the enterprise approach.
