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 …
- provide healthcare customers & patients with an excellent Roche customer experience spanning brands
- facilitate the evolution of customer engagement and content in the digital space, also allowing a connected experience across all channels
- enable outside-in driven innovation, resulting in impactful and scalable solutions and content
- translate established CX approaches & best-practices fro other industries to pharma customer needs
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 …
- providing the Medical Digital Engagement Strategy for Roche Pharma
- owning and managing the portfolio of global medical digital platforms and tools
- introducing CX approaches & methodology to medical affairs customer engagement by exploring and elaborating “sweet spots” for CX in business
- designing services & support processes for new digital health apps the Roche Personalized Healthcare division as well as genetic testing by FMI
- driving the customer-driven evolution of medical content provided by Roche Pharma
- piloting customer feedback at key Roche customer touchpoints in the web
- contributing medical perspective & needs to the evolution of the new corporate CRM platform
- contributing to (and representing Roche at) cross-industries initiatives on the evolution of pharma-provided medical content and services (e.g. Gravitate Health)
| CLIENT: Roche Pharma PDMA (Global Medical Affairs) (as a Roche employee) | PROJECT TIME FRAME: November 2019 – January 2022 |
