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
A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.
The Opportunity
Global Customer Support (GCS) is the global organization responsible for Technical Services in the Diagnostics Division, which ensures end user success. Within Knowledge & Learning Excellence (KLE), we provide a customer-centric service that fosters professional use of Roche Diagnostics solutions by creating and delivering targeted, multilingual Customer and Service Knowledge content, on time, to service- and user-facing digital channels. We ensure that internal knowledge is curated and spread across all Customer Areas, and efficiently and properly prepared for our customers.
Purpose of Role: As the Service Knowledge Strategist, your primary responsibility is to design and implement the KLE service knowledge strategy including Content, Process and governance, by incorporating current and future user needs, with a broader focus on change management and consulting principles to drive organizational excellence. Your main tasks in this role will be:
* Further design and shape the service knowledge strategy, looking at current and future needs of the users that support Roche DIA products, and ensure its continuous improvement;
* Enhance access to knowledge, its management and governance, and efficient distribution ensuring Global Service teams can efficiently find and utilize the information they need;
* Collaborate with
o other sub-chapters within KLE and align with stakeholders, such as Roche Affiliates and GCS Customer Areas to ensure that the service knowledge strategy is successfully implemented;
o other Business Process Owners to ensure a consistent content and process development and implementation and to push forward system improvements;
* Act as Business Process Owner for service knowledge, monitoring and adapting regulatory requirements based on audit participation
* Perform ongoing assessments with stakeholders and perform data analytics to define further improvements of the strategy;
* Make sure the service knowledge strategy considers the overarching content model and metadata, working closely with the Information Architect, and contributes to the Global Service strategy and its AI roadmap leveraging new technologies.
Who you are:
* Proven work experience as a Knowledge Strategist/Digital Product Manager/Change Manager/Senior Technical Writer, or a related field with strong knowledge of content lifecycle management, knowledge strategy principles, information design, technical documentation practices, and user experience (UX) design;
* Experience in the customer support environment, good understanding of the Roche Diagnostics portfolio is a plus
* Understanding of knowledge management systems and digital publishing platforms and experience in leveraging analytical tools to monitor content performance, track user behavior, and measure the effectiveness of knowledge strategies
* Ability to define and implement knowledge strategies that align with Roche’s goals, target audience, and brand voice and experience in conducting content audits and developing content plans to identify gaps, redundancies, and opportunities for improvements
* Familiarity with content modelling, taxonomies, and metadata strategies to enhance discoverability and accessibility
* Strong interpersonal skills and the ability to collaborate effectively with cross-functional teams including strong communication and presentation skills and strategic thinking with the ability to translate strategies to tangible outcomes
Are you ready to apply? We want someone who thinks beyond the job offered - someone who knows that this position can be a unique opportunity to shape the future of Diagnostics. If that is you, apply now!
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 Diagnostics International in Rotkreuz is a leading provider of diagnostic systems solutions, and the largest manufacturer of fully automated in vitro diagnostic systems in Switzerland. We are more than 2’700 passionate colleagues from over 65 nationalities. Find out more about our site in Central Switzerland, here.
Besides extensive development and training opportunities, we offer flexible working options, 18 weeks of maternity leave and 10 weeks of gender independent partnership leave. Our employees benefit from multiple services on site such as child-care facilities, medical services, restaurants and cafeterias, as well as various employee events.
We believe in the power of diversity and inclusion, and strive to identify and create opportunities that enable all people to bring their unique selves to Roche.
Roche is an Equal Opportunity Employer.
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