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The Position
Customer Experience Lead - Roche Ukraine
At Roche, we believe it’s urgent to deliver medical solutions right now—even as we develop innovations for the future. We are passionate about transforming patients’ lives, courageous in both decision and action, and continuously striving to create sustainable impact in healthcare.
To strengthen our leadership team in Kyiv, Roche Ukraine (ТОВ «Рош Україна») is looking for a visionary, strategic Customer Experience Lead.
The Role
As a Customer Experience Lead, you will play a central role in transforming and improving the patient journey across our pharmaceutical portfolio. Reporting directly to the General Manager, you will lead initiatives that remove barriers along the care pathway, elevate ecosystem interactions, empower cross-functional teams, and ensure maximum impact for patients and healthcare stakeholders while adhering to the highest compliance and ethical standards.
Key Responsibilities
- Patient & Customer Journey Strategy: Map, analyze, and optimize the patient and healthcare provider (HCP) pathways to identify bottlenecks, improve healthcare access, and elevate the overall customer experience.
- Strategic Business Analytics & Intelligence: Oversee market segmentation, competitor tracking, customer needs assessment, and demand forecasting to inform executive-level decision-making and omnichannel engagement.
- Capabilities & Stakeholder Empowerment: Support Patient Journey Partners (PJPs) and Therapeutic Area Leads (TALs) with customer-centric insights, educational tools, and actionable strategies focused on improving patient outcomes.
- High-Impact Projects & Events: Organize and evaluate customer-focused promotional projects, medical symposia, roundtables, and advisory boards.
- Vendor & Partner Alignment: Brief and manage external research and consulting partners to assess healthcare delivery quality and optimize external customer-facing partnerships.
- Cross-Functional & Compliance Leadership: Work seamlessly across departments (Medical, Access, Regulatory, Supply Chain) while maintaining strict adherence to Ukrainian legislation, internal SOPs, ethical codes, and safety reporting standards.
Who You Are
You are an agile, analytical leader passionate about improving patient outcomes and creating exceptional customer experiences across the healthcare ecosystem. You thrive in complex, dynamic environments, demonstrate persistence in achieving ambitious goals, and foster trust through collaborative, cross-functional leadership.
Qualifications & Requirements
- Education: Higher education in Medicine or Pharmacy. Additional education in Business Administration, Management, or Economics is a strong plus.
- Experience: 5+ years of progressive experience in customer experience, marketing, or commercial strategy within the pharmaceutical or healthcare sector, with a proven track record in patient journey mapping and stakeholder engagement.
- Languages: Professional fluency in Ukrainian and English (written and spoken) with exceptional presentation and business communication skills.
- Skills & Competencies:
- Advanced analytical skills, data-informed decision-making, and strategic forecasting.
- Deep understanding of healthcare pathways, customer experience design, and patient journey mapping.
- Computer literacy (MS Office, analytics platforms, digital tools) and a valid driver's license (Category B).
What We Offer
- An opportunity to lead transformational change and directly improve the patient and customer journey across Ukraine.
- A supportive, team-oriented culture grounded in empowerment, integrity, and sustainable leadership.
- Competitive compensation package, company vehicle, and continuous personal development opportunities.
Ready to apply?
If you are empowered to lead transformational change in healthcare and improve patient lives, we look forward to receiving your application.
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.