Senior Customer Value Lead - Freelancer (m/f/d)

Let’s build a healthier future, together! By combining our unique strengths, we are redefining healthcare through sustainable action and innovation. For a behind-the-scenes look, check out this video to see how we at Roche are making personalized health care a reality. 

The mySugr GmbH was acquired by Roche in 2017 and our Vienna office is one of Roche's global sites. You will be located here, in the heart of Vienna, no matter if you work on a mySugr®, Accu-Chek®, navify® or any other Roche product or solution. You can read more about the history of mySugr & Roche here.

Here's what we're looking for:

This role is seated in the Healthcare Expertise subchapter within the Digital Technology Health Information (DTHI) function for Roche Information Solutions (RIS). The Senior Customer Value Lead serves a mission critical role in RIS end-to-end value creation process, as customer knowledge is vital to ensure strategic alignment with customer needs and expectations.  This individual is expected to work with business leaders and cross-functional teams to  identify and define strategic growth objectives and assumptions, customer questions, challenges that will be the input for insights discovery and validation phases. By applying state of the art qualitative and quantitative research methods, analyzing and synthesizing data, the individual is expected to accelerate value creation for customers and for our business through evidence based, insights driven decision making.

Your upcoming mission:

• Partner with business leaders and cross-functional teams to identify growth objectives, define strategic assumptions, and frame the customer challenges that drive our discovery and validation phases.

• Execute qualitative and quantitative research, analyzing and synthesizing data to provide a clear technical and clinical "bridge" for product development

• Identify and communicate key areas for improvement in customer adoption and user experience to enhance product value propositions and strategic targeting

• Translate insights into visually and verbally engaging narratives for senior management to enable data-driven, informed decision-making.

• Ensure work with collaborators is knowledgeable, responsive and provides a good experience for stakeholders.

• Drive clinical strategy efforts to align product portfolios with clinical unmet needs and value-creation opportunities.

• Design and implement robust systems for collecting and consolidating customer experience metrics to inform next-generation product & service offerings

• Coach and develop colleagues, fostering a high-performing, innovative, and collaborative team environment

Essential skills for your mission:

• BS or MS in Design Research, Social Science, Behavioral Psychology, Interaction Design or a related field of study and a minimum of 5 years of progressive experience as an insights researcher

• Expertise in visual communication design to develop and design customer journeys, personas, service blueprints

• Qualitative research and quantitative research expertise including testing of digital products and services

• Skilled at applying both design and research methods to data gathering, analysis and synthesis.

• Facilitation of insights immersion workshops, analysis and synthesis workshops.

• Strong understanding of correlation vs. causation principles and methods

• Knowledge in data science, analytics, statistical methods

• Compelling storytelling: A critical element of this role is to deliver insights about people and behaviors - verbally and visually - in a way that generates empathy, emotion, and engagement across the organization

• Track record of successfully conceptualizing and executing design research projects through a comprehensive user-centered research approach that includes qualitative (exploratory & evaluative) research, heuristic assessment, application of research literature, and generation of design requirements.

• You are able to lead and coach teams in the development and testing of hy