P&C Customer Insights & Sensing Expert

Key Skills

Agile methodologies, Business Analytics, Data Analytics, Data science techniques, Data Studio, Data Visualization, Effective communication skills, KPIs, Lean Six Sigma, Project management, Tableau

Job Description

As a P&C Customer Insights & Sensing Expert, you will play a pivotal role in driving our organization's understanding of customer experiences, leveraging data analytics and strategic thinking to provide actionable insights that enhance our overall performance. Through your digital acumen, analytical expertise, and exceptional storytelling abilities, you will simplify complex insights and translate data into meaningful recommendations that guide our continuous improvement efforts.

Responsibilities

• Support the development of a metrics and sensing framework for P&C, including KPI and metrics definition.

• Collaborate with cross-functional teams to develop and implement efficient customer feedback collection processes and analyze customer data to identify patterns, trends, and opportunities for process improvements.

• Create and maintain process-related metrics and key performance indicators (KPIs) that connect customer feedback with process performance.

• Partner with P&IT chapter to drive the establishment of a self-service ecosystem for customer experience insights, ensuring accessibility and usability.

• Translate complex data into actionable insights and recommendations for process enhancement, contributing to improved customer experiences.

• Develop and implement strategies to effectively capture customer feedback and insights from various channels.

• Continuously evaluate and refine customer experience metrics and sensing approaches to align with evolving business needs and industry best practices and effectively manage relationships with key stakeholders to ensure alignment and successful implementation of customer sensing and insights initiatives.

Who you are

• Analytical & problem solving skills: You are proficient in using digital tools and data analysis to gather and interpret customer insights. You also have the ability to simplify complex insights and effectively communicate using storytelling techniques.

• Business & Strategic acumen: You have exceptional analytical and creative problem solving skills. . You bring business & strategic acumen to ensure insights delivery aligns with strategic goals. Your ability to influence and consult with stakeholders ensures a positive customer impact comes from your work.Personal Attributes & Mindset: You are proactive and action-oriented with a curious mindset and you are comfortable handling ambiguity and autonomy in work assignments.

• Living customer centricity through your day-to-day interactions (incl. needs anticipation, cultural awareness, managing one’s response)

• Demonstrating end-to-end accountability (incl. big picture and impact understanding, engaging others to ensure a successful outcome)

• Demonstrating problem-solving (incl. active listening, critical thinking, process improvements)

• Having a growth mindset (incl. taking risks and experimenting, seeking new learning opportunities, asking and giving feedback)

• Effectively demonstrating the People & Culture Capabilities: Diagnose to deliver, Stakeholder partnership, Digital & data acumen, Business acumen.

The ideal candidate holds a Bachelor's in Data Science, Business Analytics, or related field (advanced degree a plus) and should bring a wealth of experience, encompassing 5+ years in data analysis, customer insights, or related domains.

Required: experience in data analysis, customer insights, or process improvement. Must-have skills include proficiency in data visualization tools (e.g., Qlik, DataStudio, Tableau) for effective communication of insights.. Strong analytical, communication, and collaboration skills are vital.

Preferred: Certifications in Lean, Six Sigma, Agile; demonstrated project management experience highly valued.

Adaptability across various time zones and within a global work environment is key for this role. It is a full-time position that necessitates strong communication skills in English, both written and spoken, as they are fundamental. Proficiency in additional languages, based on regional or customer needs, would be advantageous. Travel requirements are minimized by utilizing virtual collaboration methods.

Relocation benefits are not available for this job posting.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.