Customer Experience Researcher (CX Researcher)

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

The Customer Experience Researcher (CX Researcher) will be responsible for supporting the Experience Design Director in planning and conducting end-to-end customer experience research across the prioritized Experience Operations roadmap. By employing best practices in human-centered research methodologies, the CX Researcher will be expected to present research findings at multiple levels within the organization. These findings will include the analysis of qualitative data and metrics to identify current state customer experiences, gaps and opportunities in experiences, and the comparison of brand experiences across the portfolio.

The Opportunity

As the CX Researcher, you will play a vital role in creating transformational opportunities for patients, caregivers, healthcare providers, and employees. Working collaboratively with CX Insight Managers, UX Designers, and Project Managers, you will ensure that customer insights are effectively woven into the design and delivery of innovative experiences. This role operates within a human-centered design framework to uncover actionable insights that drive strategic transformation and enhance experiences.

You’ll lead the generation of qualitative and quantitative insights, contribute research findings, and offer evidence-based recommendations to inform customer journey analysis and experience strategy. With your research-driven focus and keen customer empathy, you will make a tangible impact on experience designs that align with business goals.

Your responsibilities will include:

• CX/UX Research – User Evaluation, Testing & Insight Generation (45%)
• Communications, Reporting, Collaboration (20%)
• Analysis, Strategy (15%)
• Stakeholder Relations (10%)
• Design Support (5%)
• Business Process (5%)

This position also involves supporting and growing the Human-Centered Design practice, impacting key communities such as patients, healthcare providers, caregivers, and employees.

Who You Are

You are a structured, research-driven professional who operates with a strong Human-Centered Design mindset. You thrive in ambiguity, excel at synthesizing complex information into clear narratives, and approach challenges with analytical rigor coupled with customer empathy. You are collaborative, detail-oriented, and capable of working independently in a fast-paced, cross-functional environment.

Requirements

• Education: Bachelor’s degree required, preferably in a research-related field such as Human-Computer Interaction, Human Factors, Cognitive Science, Statistics, Psychology, Anthropology, or a related field.
• Experience: At least 5 years of experience in CX or UX research, with tangible experience in human-centered design practices or CX/UX insights teams.
• Demonstrated ability in qualitative and quantitative research, with integration of both data types using mixed-methods research frameworks.
• Proficiency in CX frameworks such as Journey Mapping, Design Thinking, and Service Design, and experience facilitating workshops.
• Hands-on research experience, including conducting interviews, designing questionnaires, documenting, analyzing data, and validating with end users.
• Experience working with tools such as UserTesting, UserZoom, Qualtrics, SurveyMonkey, dscout, Optimal Workshop, or Maze.
• Proficiency with Google Workspace, MS Suite (Excel, Word, PowerPoint), Jira, Confluence, and analytics tools like Adobe Analytics, ContentSquare, or Medallia.
• Comfort engaging with patients, caregivers, healthcare providers, or third-party stakeholders.
• Familiarity with emerging technologies (e.g., AI, machine learning, AR/VR) as well as UX development tools like HTML/CSS/JS (preferred).

Additional Skills

• Strong written and verbal communication skills with close attention to detail.
• Ability to translate experience data into compelling narratives, visualizations, and actionable insights.
• Proficiency in tools for process mapping or mind mapping (e.g., Visio, LucidSpark).
• Experience with content management systems (e.g., AEM, CQ5).

Join us to make a meaningful difference in enhancing customer and patient experiences through human-centered design and research-driven insight.

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Relocation benefits are not available for this job posting.

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.