P&C Experience & Process Consultant
At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
The Opportunity
The P&C Customer Experience Consultant plays a powerful integrator role within the organization, providing expert consultation on experience design and process excellence. This pivotal role operates with a holistic outlook, forging connections across chapters and the Cx AoP teams, while driving end-to-end process excellence through a customer centric lens.
The position requires deep Cx expertise and a continuous-improvement mindset responsible for driving complex global initiatives across the enterprise. It demands enterprise-wide systems thinking and the senior-level influencing skills needed to challenge the status quo. Ultimately, this position plays a highly influential role in reshaping processes and experiences, ensuring they are optimal for our customers as well as internally efficient.
Expert consulting on holistic Cx initiatives with all chapters/parts of P&C, driving customer journey mapping and partnering across chapters on identified opportunities.
Leading end-to-end process management by integrating people, process, and data to support organizational readiness for AI & efficiency improvements.
Driving mid-to-high complexity Cx projects across P&C chapters, taking the role of WPT lead, assembling resources, and bringing in past work.
Serving as a neutral facilitator across P&C chapters to enable teams to navigate project management demands and cross-functional complexity.
Representing Voice of the Customer by leading sensing and insights connection with customer groups, establishing connections between Chapters & AoP teams.
Partnering with technology and data teams to identify how AI and emerging solutions can enhance customer experience and operational efficiency.
Staying informed on Cx, process excellence, and continuous improvement best practices to leverage existing insights and customer feedback into everyday tasks.
Who you are
8+ years of related experience in Customer Experience, Continuous Improvement or related fields (Bachelor’s degree required; advanced degree a plus).
Proven experience in customer experience, journey mapping, process design, implementation, and continuous improvement methodologies in large global organizations.
Leadership, bold influencing, and proactive stakeholder relationship management skills with cross-functional experience within P&C.
Creative, enterprise-wide systems thinker acting as a neutral connector, integrator, and facilitator across stakeholder groups.
Proficient in change management, problem-solving, active listening, and balancing short-term and long-term goals while demonstrating a growth mindset.
Strong communication skills in English (written and spoken) with the ability to work regularly across time zones
Demonstrated People & Culture Capabilities: Diagnose to deliver, Stakeholder partnership, Digital & data acumen, Business acumen.
In Exchange we provide you with:
Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & training, the possibility of international assignments, internal position changes and the chance to shape your own career.
Excellent benefits: Competitive salary and cafeteria package, annual bonus, Private Medical Services, Employee Assistance Program, All You Can Move Sportpass, coaching / mentoring opportunity, buddy program, team buildings, holiday party.
Flexibility: We also support flexibility to help you find your balance. Home office is commonly available (typically 2 office days/week on average). We create the opportunity for freedom in working, where your corporate and private life coexist in harmony.
A global inclusive community, where we learn from each other. At Roche, we cooperate, debate, make decisions, celebrate successes and have fun as a team. Our leadership is very focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion.
Please read the Data Privacy Notice for further information about how we handle your personal data related to the recruitment process: https://go.roche.com/budapest-data-privacy-notice-candidate
Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Budapest. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.