Field Customer Engagement Lead

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

Are you passionate about leading a dynamic and diverse team of people? We’re looking for a Field Customer Engagement Lead to guide and inspire our field team!

Your impact:

In this role, you’ll lead from the front — guiding the team to deliver meaningful impact for patients, drive performance excellence, and play a key role in capability development, ensuring excellence in customer engagement.

If you’re passionate about people, performance, and patient outcomes — and ready to lead in an agile environment — we’d love to hear from you.

Your key responsibilities:

• Lead, coach, and develop a high-performing field team — ensuring excellence in skills, mindset, knowledge, and field execution — aligned with Roche Leadership Commitments and the VACC principle.
• Drive operational excellence by leveraging data and insights to achieve excellence in customer engagement.
• Foster a collaborative and accountable team culture, supporting capability building, continuous learning, and guiding the team through change and new ways of working.

Who you are:

If you have a proven track record in customer experience, strong leadership skills, and a dedication to putting customers first, we want to hear from you!

Mindset

• Enterprise thinker who can balance strategic vision with operational excellence and puts compliance at the core of what we do.
• Team player who doesn’t feel limited by organizational models to sustain constructive collaborations across the organization.
• Entrepreneurial spirit with a proactive drive and a determined approach to achieving goals and overcoming challenges.
• Competitive mindset to excel, outperform, and achieve leading positions in market performance, customer engagement, and team capabilities.
• Obsessed with best-in-class customer engagement excellence.

Knowledge & Experience

• Proven leadership experience in healthcare/pharma.
• Solid understanding of healthcare systems, patient journeys, and stakeholder engagement.
• Experience with account management and project execution.
• Familiarity with data-driven tools and customer engagement platforms (e.g., EpiCX, CRM systems, Customer Engagement Suite).
• A strong knowledge of the compliance rules governing our industry and an ethical mindset.

Skills

• Excellent interpersonal and communication skills, with the ability to build trust and influence across levels.
• Strong analytical skills, able to interpret complex data and drive actionable insights.
• Training skills to equip the team with commercialization excellence capabilities.
• Effective stakeholder and project management skills across internal and external environments.
• Able to handle conflicts constructively and deliver difficult feedback appropriately.
• Experience in change management, guiding teams through transitions and new ways of working.
• Fluent in English and excellence in Dutch and/or French.

Footnote:

VACC: Visionary, Architect, Catalyst, Coach
Roche Leadership Commitments: I take a genuine interest in people – I listen carefully, tell the truth, and explain “the why” – I empower and trust people to make decisions – I discover and develop the potential in people – I strive for excellence and extraordinary results – I set priorities and simplify work – I congratulate people for a job well done

Who we are

A healthier future drives us to innovate. Over 100,000 employees worldwide are dedicated to advancing science, ensuring access to healthcare today and for generations to come. Our efforts have resulted 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 to deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.

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