Hungary Job Openings
Roche
Customer Experience Improvement Expert
Budapest
FULL TIME
November 15, 2024
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.
Your opportunity
As a Customer Experience Improvement Expert, you will play a pivotal role in driving operational excellence and fostering a culture of continuous improvement within our People & Culture (P&C) organization. Your responsibilities include assessing the quality and performance of Roche People Support Solutions and Learning business processes as delivered by operational teams, while ensuring these processes meet the highest standards of quality, regulatory compliance, and audit readiness. Leveraging your expertise in Lean Six Sigma, Agile methodologies, process documentation, regulatory standards, and risk management, you will lead cross-functional initiatives, mentor teams, and spearhead process innovation to optimize performance and elevate overall organizational excellence.
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Lead and implement Continuous Improvement (CI) projects of all sizes across P&C, following the CI framework to drive process improvements and enhance efficiency.
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Develop and maintain a CI capabilities program to equip P&C teams with the skills and methodologies for effective CI initiatives.
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Mentor and support a network of CI ambassadors within P&C teams to strengthen a culture of continuous improvement and proactive change.
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Execute major CI projects focused on streamlining processes, identifying areas of waste, and adding value through business analysis.
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Provide training to enable P&C team members to proficiently apply CI methodologies, ensuring effective knowledge transfer.
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Define, implement, and sustain a quality framework with structured documentation, supporting audit readiness and compliance with regulatory standards.
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Manage critical incidents by performing root cause analyses and creating preventive action plans, while collaborating with P&C leadership on compliance, audit, and regulatory best practices.
What can you bring to our team:
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Experience and Education: Minimum 5+ years of experience in Continuous Improvement, Quality Management, or related fields, with a Bachelor’s degree (advanced degree preferred).
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Certifications and Methodologies: Certification in Lean Six Sigma, and Agile methodologies, with demonstrated ability to implement comprehensive CI frameworks for process optimization and value creation.
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Process and Quality Expertise: Proficient in process thinking, structured documentation, Quality Assurance (including sampling definition, assessment forms, and follow-up actions), and coaching for improvement.
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Regulatory and Risk Knowledge: In-depth knowledge of regulatory standards, audit controls, and risk management, ensuring compliance and readiness.
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Communication and Stakeholder Skills: Exceptional communication and stakeholder engagement abilities, with strong English proficiency (additional languages a plus).
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Change and Collaboration Leadership: Expertise in change management to drive a culture of continuous improvement, leveraging P&C capabilities like Diagnose to Deliver, Stakeholder Partnership, and Digital Acumen.
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Work Environment and Travel: Comfortable working across time zones with minimized travel, leveraging virtual collaboration tools effectively.
In exchange we provide you with:
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Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & trainings, the possibility of international assignments, internal position changes and the chance to shape your own career.
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Excellent benefits & flexibility: competitive salary and cafeteria package, annual bonus, Loyalty & Parental Leave, Private Medical Services, Employee Assistance Program, All You Can Move Sportpass, coaching / mentoring opportunity, buddy program, team buildings, holiday party. We also ensure flexibility, to help you find your balance: home office is a common practice, and its conditions can be tailored for employees according to needs. We create the opportunity for freedom in working, where your corporate and private life coexist in harmony.
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A global diverse community, where we learn from each other. At Roche, we cooperate, debate, make decisions, celebrate successes and have fun as a team. Our leadership is very focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion.
Please read the Data Privacy Notice for further information about how we handle your personal data related to the recruitment process: https://go.roche.com/budapest-data-privacy-notice-candidate
The Roche Services & Solutions as well as People Support Solutions organisations located in Budapest provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the EMEA region. Today Roche employs altogether around 2000 employees in Hungary.
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