EpiCX, the Global Customer Engagement Program at Roche, is a business and IT transformation program. Its main ambition is to add greater meaning and value to all Roche’s customer interactions through a single, common, customer-centric technology ecosystem. The EpiCX program will develop and deploy an enterprise-wide ecosystem which integrates world-class orchestrated customer engagement, content management, data and analytics products into one harmonized, centralized and scalable technology ecosystem. Customer identity and access management (CIAM) is critical to the success of EpiCX. CIAM will support the organization in securely capturing and managing customer identity and profile data, as well as supporting customer access to applications and services. Strong CIAM solutions typically (but not always) provide a combination of features including customer registration, self-service account management, consent and preference management, single sign-on (SSO), multi-factor authentication (MFA), access management, directory services and data access governance. The best CIAM solutions ensure a secure, seamless customer experience at an enterprise scale and performance, no matter which channels (web, mobile, etc.) customers use to engage with us. In this position you will take the lead in designing and implementing next generation consent & customer Identity Access management practices and solutions. Working within the Strategic Initiatives squad you will partner with Product Managers and IT Leads from each of the EpiCX Product streams (CRM, Digital, Data & Analytics, Content, Integrations and Solution Architecture) to explore how we enable a single view of our customers regardless of the communication channel we use to exchange and interact. As the EpiCX Consent, Identity and Access business lead, you will enable Roche to better connect & serve all customers, globally. As part of a cross functional multi-disciplinary team you will develop a technology ecosystem that will deliver timely & personalised information & services in a cross-channel, orchestrated & customer-centric fashion, ensuring Roche is always highly relevant & impactful. In doing so, you will ensure the right patients are prescribed our innovative products & cared for optimally to ensure the best possible healthcare outcomes. Objectives and Scope of Position This role will lead the design & development of CIAM business processes and strategic solutions that ensure a secure, seamless customer experience at scale, regardless of the channels customers use to engage with Roche strategic initiatives that expand the scope of the EpiCX program, or bring the value of EpiCX to a broader range of stakeholders. As a member of the Strategic Initiatives group, this role will actively contribute to implement the EpiCX vision and Product Roadmap that drives organizational change to enhance customer experience and support improved patient outcomes. Drives the development of the EpiCX Ecosystem to deliver company-wide business leadership and expertise on CIAM, consent and privacy topics in collaboration with the Head of Strategic Initiatives, other EpiCX product owners, internal partners and suppliers, maximizing value for end system users in such a way as to cultivate excellence in customer experience Anticipates internal and external customer needs through the review, analysis and evaluation of Global and affiliate operating models, adapting development of the solution to changing future focused business priorities Drives collaboration & transparency of decision making to promote a culture of trust & co-creation with internal and external partners Articulates a compelling vision, aligning senior stakeholders to the overarching aims of the SI team aligned to the EpiCX vision Summary of Main Responsibilities Is an ambassador and advocate of the EpiCX program amongst our global colleagues, affiliates and all our internal and external partners Champions Customer Experience and Customer Centricity within the Global organisation Drives the creation and harmonisation of end-to-end business processes, translating system requirements into functional objectives Adopts a consultative and collaborative approach to understanding key business objectives and transformation outcomes across Roche Pharma incorporating these into the integrated solution specification Creates a holistic map of the enterprise capability landscape and anticipated future needs to ensure that all risks and opportunities are identified and flagged Is able to actively manage risks and issues to ensure delivery of objectives within timelines. Experienced in the tracking of mitigations and deviations Drives global applicability, usability and adoption of the created solutions and deployed applications Initiate end-user global advisory processes to generate subject matter expertise to inform the development and implementation of SI solutions ensuring the future ecosystem meets the needs of the above country user base. Amplifies the voice of above country users within the EpicX program to develop a broader understanding of current/future business practice and challenges Realises opportunities for business process enhancement to maximize return on investment against the programs vision Takes full responsibility and accountability for the development of discrete aspects of ecosystem functionality Leads the development, refinement and prioritisation of the SI product backlog in collaboration with the broader EpiCX project team Cultivates a strong interface between the business, the supplier and IT in order to gain understanding and alignment around how the integrated systems and their implementation can be optimized for Roche stakeholders and customers Strives for exceptional customer satisfaction and acceptance, high quality and valuable deliverables, and a high-class user-centric design and user experience of the provided capabilities and functionalities Is an advocate of cross functional collaboration and coaches the team to deliver high quality results Cross Functional Collaboration This role will require a high level of cross organisational collaboration Collaborating with global and above country teams to engage them in the transition of legacy systems to the EpiCX ecosystem Collaboration across all product and service teams within the EpiCX program Collaborating with IT and with the supplier to deliver the business requirements Collaborating with other parts of the business who are providing resource to be part of the team that this role will lead in order to implement the system Leadership This role will not manage direct line reports but will lead others within a matrix environment > 5 years experience of matrix leadership is therefore essential Compliance Assess, Interpret and translate Regulatory, Legal, Safety and Compliance policy to drive harmonised business process creation Is responsible for acting in line with legal, regulatory and company standards and codes of practice (such as Roche Code of Conduct and any other Roche directives and guidelines) Complete all required training modules as a priority Professional and Technical Requirements: Bachelor's degree in science, technology or engineering Advanced degree, (e.g. MBA, PhD, PharmD, MD, Engineer) strongly preferred >10 years pharmaceutical industry experience Proven experience in customer and identity access management (CIAM) and CIAM solution development/implementation. A deep working knowledge of GDPR rules and best practices Understanding of solution and technology system design strongly desired Practical expertise in leading and managing transformation and change management required, especially desirable is the experience in leading large-scale Global projects and systems-based business transformations Proven, demonstrable cross functional leadership skills Technical Competencies: Ability to demonstrate Roche Values and Leadership Commitments Exceptional project management skills: can prioritize multiple tasks and goals to ensure timely, on-target and within-budget accomplishment Stakeholder Management - Experienced in the management of senior stakeholders including the delivery of compelling vision and message to garner support for solution development Communication skills: the ability to communicate complex messages to diverse audiences Interpersonal and partnering skills: has proven abilities to work effectively and efficiently in cross-functional and matrix teams Ability to promote and role-model integrity and compliance with internal and external regulations Problem solving; curious and inquisitive to identify the root causes of issues and understand the impact on customers and internal stakeholders Results oriented: focused on successful outcomes not predetermined solutions Experience, Skills, Knowledge Experience in or deep knowledge of customer engagement channels across the organization You must have the ability to make decision independently. You have excellent organizational skills and attention to detail with an ability to see the big picture You are able to work in a changing and evolving environment Experience as a successful decisive leader in a multi-functional environment Extensive and proven record of project delivery Proven ability to work in a matrix setting Ability to consider a customer centric approach and strive for customer experience excellence. Pharmaceutical industry knowledge and understanding /experience with regulatory requirements and commercialization processes Appreciates the diversity of working in a multi-functional and multi-cultural environment Fluency in written and spoken English Please note that whilst we have a preference for the role to be located in Basel, we are flexible on where the successful candidate will be based and so we welcome applications from candidates who are able to work across European time zones i.e. +/- 3 hrs CET. 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