Customer Experience Researcher (CX)

About the role

The Customer Experience Researcher (CX Researcher) will support the Experience Design Director in planning and executing end‑to‑end research across Roche’s Experience Operations roadmap. Working within a human‑centered design framework, you will uncover insights that shape customer journeys for patients, caregivers, healthcare providers, and employees.

Key responsibilities

• Lead qualitative and quantitative CX/UX research, including user testing, surveys, interviews, and workshop facilitation.
• Analyse findings and translate them into clear, evidence‑based recommendations, reports, and communications.
• Collaborate with CX Insight Managers, UX Designers, Project Managers and other stakeholders to inform strategy and design.
• Support and expand the Human‑Centered Design practice at Roche, creating transformational experiences.

Required profile

• 5+ years of CX/UX research experience in fast‑paced, cross‑functional environments.
• Strong human‑centered design mindset with the ability to engage patients, caregivers, HCPs and external stakeholders.
• Bachelor’s degree in HCI, Human Factors, Cognitive Science, Statistics, Psychology, Anthropology or a related field.
• Proven expertise in mixed‑methods research, journey mapping, design thinking and service design.

Required skills

• UserTesting, UserZoom, Qualtrics, SurveyMonkey, dscout, Optimal Workshop, Maze, Adobe Analytics, ContentSquare, Medallia.
• Google Workspace, Microsoft Office, Jira, Confluence.
• Familiarity with emerging technologies such as AI/ML and AR/VR.

What we offer

• Opportunity to influence experience design for a global healthcare leader.
• Collaborative environment that values diversity and personal expression.