Customer Experience Researcher; CX Researcher

Join Roche

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 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

• Lead qualitative and quantitative CX/UX research (user evaluation, testing, insight generation) within a human-centered design framework to uncover actionable insights that shape customer journeys and experience strategies.
• Translate research findings into clear, evidence-based recommendations, communications, and reports that inform innovative experience designs aligned with business goals.
• Collaborate closely with CX Insight Managers, UX Designers, Project Managers, and other stakeholders, managing relationships and contributing to analysis, strategy, and design support across initiatives.
• Support and grow the Human-Centered Design practice at Roche, creating transformational opportunities and improved experiences for patients, caregivers, healthcare providers, and employees.

Who You Are

• Structured, research-driven professional with a strong Human-Centered Design mindset, 5+ years of CX/UX research experience, and comfort working independently in fast-paced, cross-functional environments while engaging patients, caregivers, HCPs, and external stakeholders.
• Bachelor's degree (preferably in HCI, Human Factors, Cognitive Science, Statistics, Psychology, Anthropology, or related) with demonstrated qualitative and quantitative/mixed-methods research expertise, including interviews, survey design, documentation, analysis, validation with end users, and use of CX frameworks such as Journey Mapping, Design Thinking, and Service Design (incl. workshop facilitation).
• Hands-on experience with CX/UX and analytics tools (e.g., User Testing, User Zoom, Qualtrics, Survey Monkey, dscout, Optimal Workshop, Maze, Adobe Analytics, Content Square, and Medallia); productivity and collaboration tools (Google Workspace, MS Office, Jira, and Confluence); and familiarity with emerging technologies (AI/ML and AR/VR) and UX dev tools (HTML/CSS/JS preferred).
• Strong written and verbal communication skills and high attention to detail, with the ability to synthesize complex information into clear narratives, visualizations, and actionable insights using tools such as Visio or Lucid Spark.
• Experience with content management systems (e.g., AEM, CQ5) and a collaborative, detail-oriented working style, combining analytical rigor with customer empathy to drive impactful, human-centered experience improvements.

Please note:

Resumes must be submitted in English, as our interview panel may include participants from outside your local country.

Roche is an Equal Opportunity Employer.