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Analytics Lead (Customer Experience Operations)
Roche India - Roche Services & Solutions
Chennai or Hyderabad
A healthier future. 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.
Roche has established Global Analytics and Technology Center of Excellence (GATE) to drive analytics & technology driven solutions by partnering with Roche affiliates across the globe.
As an Analytics Lead, you will work with the US-based Customer Experience Operations Team to provide analytical and technological insights for the Relationship Management (RM) / Email analytics channel. Your role will involve leveraging data to uncover actionable insights, shape strategies, and support decision-making processes.
Your Opportunity
Lead complex projects and initiatives in Pharma Customer Experience Operations, focusing on RM / Email Channel
Collaborate with stakeholders to understand business challenges and deliver tailored analytics solutions
Lead the team and stakeholder discussions, acting as a thought partner to provide high-quality analytics solutions and recommendations
Attend meetings across different time zones (IST/PST overlap) to ensure smooth delivery of analytical and operational requests
Comprehend stakeholder requirements, prioritize tasks, and effectively manage day-to-day responsibilities, including liaising with the GATE internal team for delivery
Take an enterprise mindset, aligning individual responsibilities with broader organizational goals to maximize business and patient value.
Analyze RM/Email channel data to uncover patterns, trends, and actionable insights
Develop impactful narratives to address the “so what” and support strategic decision-making
Identify opportunities to optimize the Email channel or other digital platforms
Ensure data quality and integrity while handling large and complex datasets
Build and maintain dashboards using BI tools such as Tableau, QuickSight, or Looker Studio
Use SQL and cloud platforms (AWS, Azure, or GCP) to query, manage, and transform data.
Leverage advanced analytics tools like Python or Dataiku for automation and deeper insights
Demonstrate high proficiency in Excel, PowerPoint, and Google Suite for data management and reporting.
Create and deliver impactful presentations to convey critical insights and recommendations to stakeholders.
Provide mentorship and training to junior team members and interns on analytics principles and the Pharma domain, fostering skill development and capability growth
Who you are
You hold a bachelor's degree in Technology (or a relevant discipline, with a preference for Computer Science, Software, Statistics, Data Science, AI, Machine Learning, Data Engineering) and 4 to 8 years of experience in analytics/consulting experience, with 3-5 years in Customer Experience or Digital Marketing Analytics in Healthcare domain
Any certifications on analytics or data science would be an added advantage
Proficiency in SQL and experience with cloud platforms such as AWS, Azure, or GCP
Hands-on experience with at least one BI tool (e.g., Power BI, Tableau, Looker Studio)
Familiarity with Python, Dataiku, PySpark, AWS Redshift, SQL Athena is a plus
High proficiency in Excel, PowerPoint, and Google Suite is mandatory
Experience with Email or other digital channel is preferred
Demonstrated strong presentation and communication skills, with a track record of effectively presenting to stakeholders and adeptly handling their questions and inquiries
Proven experience in translating research and analysis into succinct and persuasive business narratives that drive decision-making and strategic initiatives
Note: This job description is intended as a general guideline for the responsibilities and qualifications required for this position. It is not an exhaustive list, and responsibilities may evolve and change based on business needs
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.