Position summary

The Digital Experience Platform (DXP) is a dedicated team in RSS within the Global Customer Experience (GCX) team, focused on delivering enhanced experience-centric support services across the whole Roche organization, by enabling innovative solutions to ensure support excellence.

Our team consists of technical, process and operational support professionals who collaborate with teams across Roche and with key third party vendors, to define, create and provide support solutions for our customer facing organizations.

Responsibilities

The DXP Enablement & Innovation chapter section will enable the GCX Digital Experience Platform to operate smoothly and to expand its service offering in a sustainable way.

In your lead role you have three main areas of responsibility:

• Ensuring a strong demand & resource management process which supports the

leadership team in prioritizing and planning work to maximize the impact for Roche.

Facilitating and strengthening the collaboration between the different Product Managers/Owners, aiming for managing an overarching and consistent platform roadmap.

• Supporting the innovation of the Digital Experience Platform to meet the evolving needs of our customer groups. You have the end-to-end responsibility, from taking new strategic ideas (relating to solutions not existing in the DXP) and developing them into prototypes or end products (in collaboration with the responsible POs and partners) to transitioning them to the ultimately responsible team.
• Providing the GCX stakeholders a central point of contact for support on all other core technical solutions in addition to ServiceNow and Nexthink (eg. telephony, call recording, workforce management, etc). You are responsible to facilitate the requirements/issues gathering and interacting with the responsible partners in Informatics to ensure proper actions are taken.