CX Writer (f/m/d)
Posted on Oct 14, 2021 by ITech Consult
CX Writer (f/m/d)- gSite /Journalism/English/Storyline/ content writing
For our client Roche Diagnostics International AG in Rotkreuz we are looking for a highly motivated and qualified CX Writer (f/m/d)
Roche Diagnostics International Ltd in Rotkreuz is one of the world's leading providers of diagnostic system solutions for clinics, laboratories and doctors' offices. The company employs over 2200 people in Rotkreuz and is one of Roche Diagnostics main sites.
Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.
The Customer Experience and Solution Design (CXSD) Team is the central organisation to orchestrate Customer Experience (CX) with Roche Diagnostic Solution. The team is responsible to bring the voice of customers to the center of the Roche Diagnostic decisions by designing and enabling customer experience at scale. Communication of the team strategy and content creation for the purpose of change management, sharing best practices and updates is a central one for the success of the CXSD Team.
We are looking for a CX Writer who will have the remit to coordinate the communication strategy and drive the content for the Customer Experience and Solution Design (CXSD) Team in Roche Diagnostics Solution. As a CX Writer, you will work closely with a creative and fast-moving team to create content that solves customer problems. The content that you write will help internal stakeholders to understand how we can scale the CX topic in Diagnostic. This role is responsible for bringing the Customer Experience and Solution Design strategy to life across diverse customer communications (Intranet, email, chat, scripts), by writing content that simplifies and strengthens the customer experience.
The ideal candidate has a Bachelor's degree and 4 to 6 years of experience in content writing. This person should have worked within a large multinational and cross-functional environment and worked on strategy communications plans (building and implementing). As the role is mostly focus on internal stakeholders and communications, we are looking for someone with experience in internal communications. Finally, we need someone able to drive projects and maintain timelines, someone who can work independently and open-minded.
Tasks & Responsibilities:
* Align with the leadership team on the strategic directions to position the messaging accordingly and ensure coherent, timely and synergized communication;
. Align with internal design team to identify and communicate project success stories;
. Create, drive, and support campaigns across all internal communication channels;
. Conceptualize, writing and developing messaging around various topics of design and customer experience;
. Managing departmental gSite, Currents community, and Roche News;
. Continuously improving the communication process with the goal to empower team members to support wit content creation:
. Being the liaison between the CXSD and the global communication for communication directions and guidelines updates
* Bachelor's degree in Communications, English, Journalism, or related field
. 4-6 years of experience communication and content writing
. Experience in internal communications
. Proven experience on creating and implementing strategic communications plans and maintaining timelines
. Work experience in a multinational, cross-functional and complex environment
. Passionate about communicating the value of design to create experiences and advocating for customer centricity
. Know the good practices for producing and delivering clear and concise messaging
. Have a grasp on how to distribute the messaging on different communication channels for maximum impact
. Experience writing customer service responses for social media
. A self-starter and creative problem solver, with the ability to write content quickly
. Passionate about building and cultivating a best-in-class customer experience
. Excellent interpersonal and communication skills (written and oral)
. Possess a customer-centric point of view
. Highly organized and detail orientated; able to balance multiple projects in a fast-paced, deadline-driven environment
. Proven ability to build consensus and work effectively across teams and disciplines
. Able to work autonomously with direction and mentorship
. Proficient using quantitative data and qualitative feedback to identify opportunities and inform recommendations
. Highly adaptable and comfortable with ambiguity
. Relentlessly positive, with a 'can't be stopped' attitude.
. Fluent in English
Nice to haves:
* Experience in Diagnostic industry
. Experience working and influencing across organization units, particularly within a large company.
Reference No.: 920747SGR
Role: CX Writer