P&C Experience & Process Consultant

About the role

Roche is seeking a P&C Experience & Process Consultant to act as a strategic integrator across the organization. The role focuses on designing superior customer experiences and driving end‑to‑end process excellence, leveraging a customer‑centric mindset and continuous‑improvement principles.

Key responsibilities

• Provide expert consulting on holistic CX initiatives across all P&C chapters, leading customer journey mapping and identifying improvement opportunities.
• Lead end‑to‑end process management by integrating people, processes and data, preparing the organization for AI‑enabled efficiency gains.
• Manage mid‑to‑high complexity CX projects, acting as the work‑package lead, assembling cross‑functional resources and ensuring delivery.
• Facilitate neutral collaboration among chapters, helping teams navigate project‑management demands and cross‑functional complexity.
• Represent the Voice of the Customer by leading sensing activities, connecting insights with chapters and AoP teams.
• Partner with technology and data teams to explore AI and emerging solutions that enhance experience and operational performance.
• Stay current on CX, process‑excellence and continuous‑improvement best practices, translating insights into everyday actions.

Required profile

• 8+ years of experience in Customer Experience, Continuous Improvement or related fields; bachelor’s degree required.
• Proven track record in journey mapping, process design, implementation and continuous‑improvement in large global organizations.
• Strong influencing and stakeholder‑management skills, able to challenge the status‑quo.
• Enterprise‑wide systems thinking and ability to act as a neutral connector across diverse groups.
• Excellent change‑management, problem‑solving and active‑listening abilities.

Required skills

• Customer experience methodology
• Process design and optimisation
• Project leadership for complex, cross‑functional initiatives
• AI awareness for operational improvement