Customer Journey Partner

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

As a Customer Journey Partner in Diagnostics you are the Leader of one or more Customer Journey Squads and with that responsible and accountable for end-to-end customer management, their experience and driving commercial opportunities in line with the business and portfolio priorities that are set by the Customer and Disease Area Squads, whilst ensuring Roche meets its Financial ambitions. The role is based in Athens. 

The Opportunity

• You act as a Lead/Product Owner, setting the vision, goals, and roadmap for customer journey squads to ensure customer satisfaction, long-lasting relationships, and alignment with strategic plans.
• You develop and implement Integrated Account Plans in collaboration with cross-functional squads, ensuring a strategic approach to customer management and commercial processes.
• You serve as the voice of the customer, maintaining a strong focus on customer needs and coordinating internal partners to enhance the customer experience.
• You build and sustain strong customer relationships, actively support partner management, and drive the adoption of the company’s solutions and products.
• You seek new business opportunities, influence the acceptance of the company's solutions, and provide actionable feedback to improve customer experiences and market adoption.
• You supervise and handle financial important metrics, including sales, profitability, and credit management, ensuring proactive communication of opportunities and risks with relevant customers.
• You ensure excellence in commercial practices and support marketing initiatives, aligning with strategic priorities and fostering valuable collaborations.

Who You Are

• Educational Background & Experience: You hold a University Degree in Life Sciences (preferably in Biology/ Molecular biology), or similar; a Master's Degree in BA/Management, Marketing, or Finance is preferred. You have over 2 years of commercial or project management experience in the Healthcare sector (highly preferred in diagnostics), with strong financial savvy and familiarity with healthcare regulations. Previous commercial experience or hands-on time with molecular techniques and NGS is considered an asset. Fluency in both English and Greek (written and spoken) is required to effectively collaborate and engage with customers and internal stakeholders.
• Visionary Leadership: You excel in leading without authority, inspiring teams through diversity, inclusion, and innovative thinking. You embrace curiosity and novel technologies to assess risks and opportunities while driving long-term impact.
• Commercial & Strategic Mentality: You demonstrate a strong commercial approach with the ability to turn strategies into executable account plans. You are skilled in connecting and analyzing data, setting priorities, and finding opportunities and risks proactively.
• Customer-Centric Focus: You prioritize customer and patient needs, ensuring they are at the forefront of all decisions. You deliver results with a sense of urgency while maintaining high-quality standards and focusing on long-term customer satisfaction.
• Systems Problem solver & Matrix Leadership: You possess a deep understanding of healthcare systems, regulations, and organizational dynamics. You provide effective matrix leadership, fostering a safe, inclusive environment for team development and aligning with Roche's values and vision.
  

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.