Customer Excellence & Digital Transformation Partner

Job description

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 As a Customer Excellence & Digital Transformation Partner, you will play a key role within our Supply Chain organization, combining operational Customer Service responsibilities with a strong focus on digital transformation and process optimization. This is a hybrid position designed for someone who enjoys both hands-on operational work and contributing to a more automated, efficient, and customer-centric future. You will manage daily Order-to-Cash activities while also helping identify opportunities to simplify processes, improve customer interactions, and support the transition from manual operations to digital-first solutions. Key Responsibilities Manage customer end to end order flow: order management, invoicing, pricing discrepancies, operational incidents and collecting activities within SAP and Order-to-Cash workflows Provide customer support through phone and email while ensuring high-quality service and timely issue resolution Coordinate with internal stakeholders across Supply Chain, Finance, Logistics, and Commercial teams to ensure smooth operations Identify repetitive manual activities and contribute ideas to improve efficiency through automation, digital tools, and AI solutions Support digital transformation initiatives by helping customers adopt online ordering, automated workflows, and more agile ways of working Who You Are Experience in Customer Service, Supply Chain, Billing, Order Management, or related operational environments Strong communication and stakeholder management skills with a customer-oriented mindset Analytical and proactive profile with interest in process improvement and operational excellence Curious about digital transformation, automation, AI, and new technologies applied to business processes Comfortable working in dynamic, fast-paced environments with an agile and collaborative mindset Technical & Digital Skills SAP or ERP systems experience is highly valued Familiarity with CRM tools and Order-to-Cash processes Advanced Excel and strong data accuracy mindset Interest or experience in automation, digital workflows, or AI-driven solutions Understanding of Agile methodologies and continuous improvement practices Languages Fluent Spanish Professional English Catalan is a plus What We Offer At Roche, you will join an innovative and collaborative environment where operational excellence and digital transformation go hand in hand. This role offers the opportunity to develop both customer-facing and strategic skills while contributing to projects that improve efficiency, automation, and customer experience within a global healthcare organization. Who we are A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result 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, so we can deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together. Roche is an Equal Opportunity Employer.