Summary
Overview
Work History
Education
Skills
Certification
Languages
Affiliations
Custom
Timeline
Generic
Veronica Z. Castillo

Veronica Z. Castillo

Spreitenbach,Switzerland

Summary

Results-driven Global Customer Engagement Lead with a strong track record in translating market insights into actionable strategies that drive customer value and business growth. Experienced in leading global initiatives, supporting key stakeholders with tailored data, and enabling customer-facing teams through fact-based, empathetic engagement. Skilled in collaborating across marketing, insights, and commercial teams to co-create impactful experiences aligned with strategic priorities. Passionate about delivering consistent, high-quality outcomes that elevate the customer journey and support long-term growth in the healthcare and diagnostics space.

Overview

4
4
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Global Customer Engagement Leader

Roche Diagnostics
Rotkreuz, Switzerland
04.2022 - Current
  • Designed, led, and scaled global Customer Advisory Board programs, engaging over 500 customers worldwide and positioning customer voice during our strategic planning.
  • Boosted customer satisfaction through innovative engagement models and by implementing new communication channels, ensuring relevance across diverse global markets.
  • Delivered data-driven insights by analyzing customer insights, transactional surveys, and market trends—translating findings into strategic actions that influenced global decisions.
  • Connected customers and global teams, collaborating across regional and local markets to embed a unified, customer-centric approach into business operations.
  • Partnered closely with marketing and sales teams to align messaging, ensuring a consistent and impactful customer experience across touchpoints.
  • Regularly presented key insights and strategic recommendations to senior stakeholders, including General Managers and Leadership Teams, driving visibility and alignment.
  • Championed cross-functional collaboration with teams such as Global Customer Insights, Customer Experience, and Service Excellence, facilitating a connected and strategic engagement approach.
  • Identified commercialization opportunities within services, contributing to increased service profitability and long-term customer value.
  • Initiated and led efforts to engage underrepresented communities, enhancing inclusivity and deepening understanding of diverse customer needs.
  • Drove process improvement initiatives, optimizing internal workflows and enhancing organizational readiness to act on customer intelligence.

Global Customer Experience Trainee

Roche Diagnostics
Rotkreuz, Zug
03.2021 - 03.2022
  • Conducted thorough market analysis to identify competitive intelligence landscape for strategy development
  • Formulated a comprehensive strategy for digital service solutions based on conducted market analysis resulting in elimination of several inefficiencies
  • Identified opportunities for improving customer experience [creating the one face to the customer concept]
  • Assisted in the design, development, implementation and adoption of customer-centric digital tools
  • Aimed to deliver solutions that prioritize customer centricity
  • Collaborated closely with product owners to ensure alignment with customer-centric agile principles
  • Actively facilitated the transition to digital channels for improved customer engagement
  • Fostered collaboration with international teams across different regions and affiliates
  • Assisted teams worldwide to identify and achieve their project goals
  • Provided valuable support for the implementation of various projects
  • Demonstrated proficient skills in direct client communication
  • Ensured effective and clear messaging for effective information dissemination
  • Produced numerous communication materials for internal and external stakeholders
  • Tailored the materials to meet the organization's and customers' communication requirements
  • Introduced the concept of Customer Advisory for engaging with clients.

Education

Master of Arts - Strategy & International Management

Universität St. Gallen
08.2018 - 12.2021

MBA - Masters of Business Administration

Florida Atlantic University
01.2016 - 01.2017

Skills

  • Customer relations
  • Communication skills
  • Multilingual
  • Excellent negotiation skills
  • Effective problem solving
  • Market research proficiency
  • Stakeholder engagement
  • Marketing Strategy
  • Strong Interpersonal Skills
  • Learning And Development
  • Customer Service
  • Market Research
  • Solution Management
  • Key Account Management

Certification

  • SAFe Agile Certified
  • Social Marketing Certification

Languages

English
Fluent
Spanish
Fluent
German
Intermediate (B1)

Affiliations

  • World Traveler
  • Active Lifestyle Enthusiast
  • Philanthropy & Volunteering
  • Food connoisseur

Custom

  • Fundraising for School4Life
  • Mentor for American Association of Caregiving Youth
  • Volunteer Dog Caretaker for Tri County Animal Rescue
  • SIMilili Volunteer
  • Mentoring for HSG Students

Timeline

Global Customer Engagement Leader

Roche Diagnostics
04.2022 - Current

Global Customer Experience Trainee

Roche Diagnostics
03.2021 - 03.2022

Master of Arts - Strategy & International Management

Universität St. Gallen
08.2018 - 12.2021

MBA - Masters of Business Administration

Florida Atlantic University
01.2016 - 01.2017

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Veronica Z. Castillo