Achievements
Since late 2022, I am leading the Roche Pharma corporate Voice-of-the-customer (VoC, customer feedback) Program. During the past ~2 years, I have been designing, setting-up and deploying VoC @Roche Pharma. As part of that I have set-up a lean and high performing cross-functional matrix team driving the effort. The program’s set-up includes … Since the MVP had been activated in summer 2023, we see an increasing number of VoC success stories across the organization, showing real-life proof of business impact and value. CLIENT:Roche Pharma Global Product Strategy(as a Roche employee)PROJECT TIME FRAME: September 2022 –…
When I joined the new enterprise-level position as a Strategic Lead for Digital Customer Experiences at Roche Pharma in early 2022, I firstly did an in-depth analysis of the internal landscape of customer experience (CX) tools, methodologies and initiatives in place. And what I found was a colorful bunch of innovative assets and committed individuals. But all more or less disconnected, and all one-man/woman armies. At the same time I had personally decided to change my own strategy to making Roche more customer experiences driven from preaching CX to executing CX. “From talking to walking”. To make it real in a world of fancy castles in the clouds. And I was interested in getting an external personal coaching by senior CX leaders from other industries who could help me finding the right path and being sparring partners. And then I realized the potential of pieces mutually reinforcing each other, and I decided to combine both activities. To use the opportunity to get a coaching by external CX executives (Exec #1) on CX execution (Exec #2) and invite other internal CX-related executive leaders (Exec #3) who I had identified during my internal analysis to join me and learn together. With the perspective to develop a better connected and true enterprise approach to CX for Roche Pharma. Together with colleagues across business functions, digital teams, support functions, HR and affiliates (who all self-committed and volunteered), we ran a Collective CX Exec Coaching provided by our external partner TribeCX for ~1 year (until a couple of people were impacted by a re-org). The learning path and joint growth in CX maturity was amazing to watch and participate in. Even provided the ideal outcome wasn’t achieved, learnings and connections continued to resonate and flourish in the company the months and years after. CLIENT:Roche Pharma(as a Roche employee)PROJECT TIME FRAME: July 2018 – February…
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 … … 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 … CLIENT:Roche Pharma Global Product Strategy(as a Roche employee)PROJECT TIME FRAME: September 2022 –…
I am proudly sharing that “CareRing“, the Roche internal community for employees who are patients or caregivers, has won the 2020 Reuters Pharma Awards Europe in the category ‘Most promising MVP/pilot’. The CareRing platform is homed in the Medical Customer Experience department I am heading. But I cannot claim too much contribution myself. I just gave CareRing a home at times of uncertainties, and acted as an internal sponsor. My sincere congratulations are going to a truly cross-enterprise team of enthusiasts and passionate individuals who are jointly leading and driving and who were doing a lot of things very right. CLIENT:Roche Pharma(as a Roche employee)PROJECT TIME FRAME: Jan 2020< READ MORE…
Together with my team, we effectively consolidated the Roche medical portfolio of platforms & tools supporting customer and patient engagement. The Digital Engagement team in the Medical Customer Experience department – which I have the honor to lead – is managing all digital platforms, touchpoints and tools which are directly or indirectly serving Roche customers and patients. Examples are the Roche medical information portal, the ForPatients platform on clinical trials participation, and Medically, a non-promotional resource for healthcare professionals to exchange scientific information & developments. But also Roche-internal tools like an internal one-stop-shop for all information on Roche products, a medical insights access point, and our publication management platform. We finally achieved to make the overall portfolio more lean by reducing from 26 to 19 assets and trimming down (reducing maintenance efforts) further 5. As a result, the portfolio is not only easier to manage and saving expenses. This “straightening up” also allows the team to invest resources more efficiently and and more focused on future innovation. CLIENT:Roche Pharma PDMA (Global Medical Affairs)(as a Roche employee)PROJECT TIME FRAME: November 2019 – December…
“Empowering and equipping Europeans with health informationfor active personal health management and adherence to treatment” Gravitate Health (“A digital health information journey”) is an EU initiative aiming to equip and empower EU citizens with digital information tools that make them confident, active, and responsive in their patient journey and encourage safe use of medicines for better health and quality of life. To achieve this, the Gravitate Lens (G-lens®), which focuses on approved electronic product information (ePI) content, and offers a direction for patients to access trustworthy, up-to-date information that better meets their individual needs. Gravitate Health is set-up as a public-private-partnership with 45 members from Europe and the US, co-led by University of Oslo (coordinator) and Pfizer (industry lead), funded by the Innovative Medicines Initiative (IMI). It is a joint undertaking of the European Commission, the European Federation of Pharmaceutical Industries and Associations (EFPIA). Roche’s involvement in this EU cross-industry initiative was served by a member of the Medical CX department. More on Gravitate Health on the European Patients Forum website…
One of the first things which happened after I had started heading the Medical Customer Experience department at Roche Pharma (global) … was COVID-19. Almost overnight, we all had been pushed into the world of virtual teamwork and collaboration. And all our sales reps and medical liaison in the field had been pushed from visiting customers at their places to … well, yes, actually being mostly disconnected. Vice versa, customers and patients were also substantially disconnected from us. As a reaction to this situation, my team and I went into the lead with ad-hoc initiating and setting-up a corporate ‘COVID-19 Situation Room’ in March 2020, shortly after the first lock-down had been declared. With the objective to cross-functionally & cross-departmentally align activities around how we can better serve the questions and information needs of our customers and patients in the COVID-19 crisis situation. The Situation Room had been closely linked to the COVID-19 Task Force as well as other related activities across Roche. Over time, business moved into a new normal, there was less and less need for a crisis management format. As a consequence, the situation room was closed EO June 2020, and what we had learned was transferred into day-to-day business. The Roche Pharma ‘COVID-19 Situation Room’ had been a true best practice example of short-term and highly effective cross-functional collaboration with regards to crisis management. Kudos go to a bunch of smart and highly committed people who jointly contributed and made it…
I joined Roche Pharma in Nov 2019 to build & develop the Medical Customer Experience department in the Global Medical Affairs organisation of the company. The Medical CX department is driven by the ambitions to … Based on truly amazing and excellent people, I have been able to develop a high performing, lean and value-chain-based team of Digital Engagement Leads, CX Leads, CX Insights Leads and Strategic CRM Leads. We jointly deliver on … CLIENT:Roche Pharma PDMA (Global Medical Affairs)(as a Roche employee)PROJECT TIME FRAME: November 2019 – January…
I was leading the digital branch of the integration of Actelion into Janssen/J&J after the acquisition in 2018. This also aligned with the development of a Global Digital Strategy for Actelion, which I had been leading in parallel. This included the identification & prioritization of business-relevant Janssen digital customer engagement assets for potential Actelion business use. With the intention that we could show Actelion benefiting from the new ‘mother’. Until I left the company EO October 2019, I had also been responsible for the bottom-up piloting of three prioritized solutions, each meeting customer needs related to a discrete market challenge, in different regions (EMEA, APAC, US). In that scope I was managing the executing agency, Deloitte, and cared for a multi-disciplinary alignment with regions and affiliates. CLIENT:Janssen Integration Team(as an Actelion employee)PROJECT TIME FRAME: July 2018 – October…
CV News
CV Facts
Services
© 2026 Dr. Christian Velten