Customer Co-Creation Principal

Genentech•Daly City, CA

2d•Onsite

About 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. The Opportunity: The Customer Co-Creation Principal will directly engage at an enterprise-level to ensure continuous evolution and consistency in Genentech’s customer experience strategies and tactics. The Principal is a transformative leader responsible for shaping the future of how Genentech connects with patients, providers, and caregivers. The individual in this position plays a critical role in driving Genentech’s direction by elevating patient and customer centricity. By harnessing human-centered design, digital innovation, and co-creation methodologies, this role ensures the customer voice is not just heard but embedded into our digital solutions, engagement strategies, and omnichannel tactics. The individual in this position will bridge the gap between high-level enterprise strategy and operational execution, working across commercial, medical, and government to drive a seamless, compliant, and deeply empathetic customer experiences. This individual will develop customer strategies with a patient-centric lens, and lead pull-through with select commercial, medical, and government (CMG) teams. This role will engage with CMG leaders to educate on customer engagement strategies, influence pull-through, and synthesize feedback, as well as consult and guide requests for direction and support.

Requirements

Bachelor’s degree required; MBA, Master’s, or related advanced degree in Customer Experience, Public Health, Market Research, or related field preferred.
8+ years of proven expertise in customer experience insights, co-creation, human-centered design, and/or research facilitation, with a minimum of 5 years experience within the healthcare/pharmaceutical/biotech/life science or related industry required.
Evidence of advanced experience as a thought leader with an innovative mindset, constantly challenging the status quo to deliver competitive advantages and create meaningful value for patients and providers.
Dynamic personality with a strong and well evidenced passion for customer experience.
Exceptional communication skills and ability to influence without direct authority and partner with leadership teams based on the insights you develop.
Ability to navigate ambiguity and drive progress in complex, matrixed organizations.
Demonstrated success leading organizational change and navigating cross-functional tradeoffs.
Experience designing customer-centric experiences through the customer decision journey.
Experience measuring customer experience to understand and evolve the experience.
Experience leveraging CX insights to inform strategic direction and decisions to optimize business processes.
Understanding of customer data, systems, and relationship management technologies.
Strong knowledge of the pharmaceutical value chain.

Responsibilities

Lead co-creation workshops and research activities (interviews, surveys, focus groups) to translate raw data into tangible artifacts like journey maps and personas that inform business decision-making.
Envisions what could be with an entrepreneurial mindset; relentlessly leads and drives change to create and align approaches, systems, and processes to deliver a superior customer experience.
Support and evolve cross-CMG vision, philosophy, and standards for delivery of inspiring customer experiences and constantly ensuring CMG and Affiliates are tenacious in meeting customer needs.
Understand, represent, and provide thought leadership on the customer experience across CMG.
Support creation and delivery against a customer experience roadmap, driving prioritization and tradeoffs, and negotiating cross-functional solutions across therapeutic and functional senior leaders to enable an aligned enterprise approach.
Deeply understands the future state journeys across Health Care Provider, Patient, Customer, & Access perspective, our customer touch-points, and the data and systems required to build and optimize them;
Familiar with Genentech infrastructure and able to mobilize/think at an enterprise-level and navigate the organization across various commercial stakeholders.
Sees connections across products and functions, holds an enterprise perspective to balance specific product and functional needs with cross-portfolio opportunities to design optimal approaches.
Influence on behalf of patients across Genentech to drive cross-functional solutions that improve the customer experience.
Aligns and leverages relevant perspectives, resources, and approaches across CMG to deliver optimal impact. Acts with an outcome-orientation and accountability.
Oversee translation of customer and function requirements into technical needs; lead technical experts to ensure key technology investments deliver against expectations.
Leverage internal/external analytics to amplify customer voice and drive positive impact on the customer experience.
Serve as a center of excellence to define, develop, coach, train, and reinforce this capability in CMG.
Support a thriving, collaborative network of customer facing groups across CMG; provide consultative support from select teams.
Manage the end-to-end delivery and budget of co-creation programs, overseeing external vendor partnerships to ensure operational excellence, scalability, and compliance.
Collaborate within a highly matrixed ecosystem and communicate with stakeholders along the journey.
Lead, act and live Genentech’s Operating Principles in all aspects of work.
Comply with all laws, regulations and policies that govern the conduct of Genentech activities.