Voice-of-the-customer program successfully deployed

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 …

• trailblazing pilots in selected affiliates around the globe
• a governance & operating model across affiliate, regional and global layers, including clear roles and accountabilities
• end-to-end business processes from identifying “moments that matter” up to taken action on feedback received
• an internal “VoC Codex” (code-of-conduct), compliance guidelines and corporate best practices
• the integration of the corporate standard CX metrics framework
• the integration of cross-industries’ best practices & learnings
• the acquisition and integration of a corporate VoC platform (Qualtrics)
• an internal service & support model
• an internal deployment model to affiliates across all global regions, including training & coaching of executing roles
• an internal communication & education campaign
• the alignment with VoC programs in other Roche divisions (enterprise level)
• deployment of the corporate VoC Program to < 60 affiliates (by EO 2024)

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.