Business Solutions Lead – Customer Engagement

Roche seeks a Senior Business Solutions Lead in Basel to drive digital customer engagement strategies, bridge international commercialization with local execution, and lead cross-functional teams toward measurable business impact.

This position serves as a vital link between global commercialization strategies and their local implementation. The role focuses on guiding teams to activate digital engagement capabilities, measuring their effectiveness, and translating strategic goals into tangible results for both the business and patients. The incumbent will orchestrate seamless communication across functions to accelerate commercial excellence.

Responsibilities

• Implement and refine the Omnichannel Maturity Index within key therapeutic areas and markets, supporting commercial leaders through assessments and prioritization tools.
• Oversee the deployment of global customer segmentation frameworks to advance data convergence and enable AI-driven predictive insights.
• Facilitate the activation of digital engagement forums to scale best practices and establish strong collaboration models between marketing and commercial leadership.
• Develop and execute a comprehensive Customer Experience (CX) communications strategy to foster broad engagement across international audiences.
• Design coordination mechanisms across regions to identify business needs, triage requirements, and link capability improvements to measurable business value and behavioral changes.

Requirements

• Demonstrated success in influencing stakeholders and leading cross-functional teams without direct authority in complex, matrixed environments.
• A broad enterprise perspective with the ability to translate complex system requirements into clear business language and actionable strategies.
• Over 10 years of professional experience in product management, commercial excellence, or digital customer experience, ideally spanning both local market and international scales.

What the company offers

• A culture that values personal expression, open dialogue, and genuine connections, ensuring employees feel accepted and respected.
• A high-performance environment driven by deep collaboration and cognitive diversity, with a strong emphasis on psychological safety.
• Active support and dedicated time for continuous professional development.
• An approach that encourages balanced, direct, and speed-oriented problem-solving.

About the company

Roche is a global organization with more than 100,000 employees dedicated to advancing science. The company’s mission is to prevent, stop, and cure diseases while ensuring everyone has access to healthcare today and for future generations. Roche empowers its workforce to explore new possibilities, foster creativity, and maintain high ambitions.

• Mission-driven focus on preventing, stopping, and curing diseases.
• Global workforce of over 100,000 employees advancing science.
• Empowerment to explore new possibilities and foster creativity.