Voice-of-the-customer program successfully deployed

Achievements Intelligence Pharma

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 –…

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Collective CX Exec Coaching on enterprise level

Achievements Business Events Leadership Pharma

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…

Cross-functional matrix squad formed for the Roche Pharma corporate VoC program

Achievements Intelligence Leadership Pharma

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 –…

Digital customer & patient engagement strategy delivered

Achievements Business Digital Pharma

As the lead of the strategic initiative, I provided Actelion Pharmaceuticals with a digital customer & patient engagement strategy for commercial & medical functions (digital transformation of business). Together with a specialized agency, provision of a global digital strategy for Actelion business, including an omnichannel strategy for disease-specific promotional and medical communication. Establishment of a cross-functional and cross-departmental internal network linking internal digital activities, projects and expertises. Alignment with and of global/regional/local layers, IT, R&D, compliance/legal, and digital strategies at Janssen, the new ‘mother’ of Actelion. CLIENT:Actelion Commercial Excellence(as an Actelion employee)PROJECT TIME FRAME: July 2018 – February…

Biomarker & Genetic Testing Program identified >200 patients with an ultra-rare disease

Achievements Pharma Science

I was leading a global biomarker+genetic testing program aiming to  identify hidden patients with Niemann-Pick type C, an ultra-rare and severe neuro-metabolic disease (prevalence 1:89’000, ~1’000 patients on treatment worldwide). The project included 44 countries, mostly in Europe, Latin America, Middle East and North Africa. We used a highly specific and sensitive biomarker, Lyso-SM-509, provided by the Centogene AG lab, who was also performing the analyses. We were able to identify >200 additional patients, achieving surprisingly high hit rate of 5 in 100, corresponding to 4 patients per month on average. Investment per patient identified was in the range of 5.2% of yearly treatment costs. CLIENT:Actelion Specialty Care Global Business Unit(as an Actelion employee and member of)PROJECT TIME FRAME: January 2014 – August…

Medical education program on MF-CTCL disease released

Achievements Pharma Science

I developed and provided a medical education program on MF-CTCL disease, supporting the launch of a new treatment product for the rare dermato-oncological disease. The program includes … CLIENT:Actelion Specialty Care Global Business Unit(as an Actelion employee and team member)PROJECT TIME FRAME: February – May…

SAMS clinical digital solution has arrived

Achievements Digital Pharma Science

SAMS (“Saccade Analysis Made Simple”) is an educational app for clinicians on the identification of specific impairments of eye movements (oculomotor test), and helps to earlier diagnose underlying neurological diseases. The tablet-based app guides through systematic qualitative measurements of various eye movements done locally by a physician or nurse. Simultaneously, the app records a video of the patient’s eye movements, and the physician subsequently has the opportunity to share selected recordings with a remote expert for his review. The expert’s feedback is supporting the local physician in developing his skills in the recognition of multiple potential neurological disorders known to be behind eye movement manifestations. As project management lead, I have been responsible for specifying user requirements, application risk management, aligning with legal department for having a compliant set-up, coordinating KOLs involved, the developing agency and caring field force, ensuring continuous improvement, and a scale-up to additional countries. CLIENT:Actelion Specialty Care Global Business Unit(as an employee and member of)PROJECT TIME FRAME: November 2015 – June 2016 (development)June 2016 – EO 2019 (active in…

eNova, a unique source of product information at Novartis

Achievements Business Intelligence Pharma

Since the late 1960’s up to the end of 2013, eNova was the Corporate Product Literature Database of Novartis and its ancestors. But in fact it was much more than that. Over many years of continuous improvements, eNova had evolved to the most sophisticated, mature and powerful information source on real-world product behavior. Providing an outstanding high level of “digestion” of source data, eNova was able to answer very specific questions regarding clinical findings and medical evidences on Novartis products 24/7 and within just a few minutes … where alternative methods needed hours to days. During my time at Novartis, I was responsible for the content of eNova which was systematically and continuously picked out of the scientific literature and conference abstracts and analyzed. I was the owner of the corresponding Novartis-specific guidelines for information classification and analysis, and continuously improved and streamlined the rule sets to assure the expected level of quality. I cared for the quality and stability of corresponding eNova content creating and updating processes. In addition, I was in charge for (internal) customer relations, user support, and user training. CLIENT:Novartis Pharma AG(as a Novartis employee)PROJECT TIME FRAME: November 2008 – December 2013 READ MORE…

“eNova QuickAnswers” iOS app available

Achievements Digital Intelligence Pharma

In 2013, I initiated and promoted the development and implementation of “eNova QuickAnswers”, a quick and easy access to standard product-related answers for marketing and medical information colleagues at Novartis. “QuickAnswers” was finally realized as search tool within eNova and as website widget which could be implemented on any intranet or Sharepoint site Last not least the team decided to additionally develop a QuickAnswers iOS app for internal use. I supported the team with migrating the QuickAnswers concept and functionality to the principles of an app. The result successfully passed user acceptance tests, Novartis risk assessment, and was rolled-out to the internal app store soon before due date. The eNova QickAnswers iPhone/iPad app was one of the very first Novartis-internal iOS apps, providing unique and mobile insights on real-world product behavior. CLIENT:Novartis Pharma(as a Novartis employee)PROJECT TIME FRAME: 2013 READ MORE…