Service Analyst Business Partner

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

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.

As a Service Analyst Business Partner you will act as a strategic bridge between the analytics team and the Service Organization, driving data-driven decision-making and delivering actionable insights. You will be responsible for owning and developing key dashboards, standardizing analytics practices, fostering continuous improvement, and mentoring team members to enhance their technical and professional growth. The position requires a combination of advanced analytics expertise, leadership, and strategic stakeholder engagement to optimize service efficiency and effectiveness.

The Opportunity:

• Serve as Business Partner being the primary Service Data Analytics advisor to senior leadership (including GCS LT, GCS managers, regional leads, and Affiliates) in the corresponding business units/function. 

  • Act as a bridge between the data-driven insights and the business unit/function. Be a trusted advisor, influencing decisions through insights.

  • Proactively identify potential areas for improvement and growth within the organization.

  • Present data insights and strategic recommendations to the corresponding business unit/function.
     

• Own and develop a portfolio of Service Analytics (i.e. Dashboards, Reports, or other data tools), ensuring alignment with service and business goals and needs.

  • Act as a Data Consumer and design, implement, maintain and promote complex global dashboards to provide actionable insights.

  • Collaborate with data engineering teams (Data Owners) to ensure optimal data infrastructure and governance.

  • Ensure data outputs are consistent, high-quality, and tailored to stakeholders’ needs.

  • Lead efforts to enable self-service analytics solutions across the organization. 

  • Work with other teams to identify gaps, inefficiencies, or opportunities for improvement. 

  • Bring different data sources together, such as Customer Experience feedback, Internal Service KPIs, Commercial data, Market & Competitive data, and compile them into actionable insights.

  • Assist in monitoring the collaboration with contractors or external partners, ensuring they adhere to established timelines, processes, and quality standards. Support on the revision of their performance, providing feedback, and identifying areas for improvement.
     

• Be an active team player ensuring teamwork and best practices:

  • Contribute to a collaborative and supportive team environment by sharing knowledge and participating in discussions to solve challenges.

  • Adhere to established best practices in analytics and Business Partnering, ensuring consistency and alignment with organizational standards.

  • Work within the culture of collaboration and knowledge sharing within the team.

  • Follow, improve, and maintain the quality assurance processes for dashboards, reports, and insights.

  • Adhere to the uniform framework for developing and managing data portfolios, ensuring scalability, quality, and ease of use. Improve it whenever possible.

  • Mentor other junior team members by upskilling their business or technical knowledge.

  • Actively seek mentorship from senior team members and, when appropriate, provide peer-to-peer support to share insights and improve team capabilities.
     

• Manage and drive projects from conception to completion (including user’s adoption), ensuring alignment with business goals.

  • Ensure the timely delivery of solutions that address stakeholder needs.

  • Take responsibility for the success of assigned projects or deliverables.

  • Address challenges that arise between teams or within projects by facilitating resolution.

Who You Are:

• Bachelor’s or Master’s degree in Data Science, Business Analytics, Finance, Statistics, or a related field.

• Experience working in or supporting service organizations, with knowledge of relevant KPIs and metrics.

• Strong communication skills, with the ability to interact effectively with stakeholders and present data in a clear and actionable manner.

• Experience working in collaborative environments, contributing to team objectives, and supporting cross-functional initiatives.

• Proven ability to analyze data and translate findings into meaningful insights to support decision-making.

• Ability to translate complex data into actionable business insights and strategic recommendations. Ability to present with limited supervision. 

• Proven track record in interacting with international stakeholder groups in challenging scenarios with effective communication, negotiation, and collaboration skills.

• Understanding of technical service in Local and/or Global organizations.

• Understanding of Roche Diagnostics Product Portfolio and Business know-how, as well as experience working with products across multiple Customer Areas and business segments.

• Understanding the Roche Data Domains, and the interrelationships within the different business areas is a plus.

• Advanced experience with data visualization tools (e.g., Tableau, Power BI) and advanced analytics platforms (e.g., SQL, Python, R) is a plus.

• Previous experience as a Business Partner is a plus.

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.