Customer Experience (CX) Designer - Digital

Genentech • South San Francisco, CA

244d • $108,710 - $201,890 • Remote

About The Position

The Customer Experience (CX) Designer - Digital specializes in crafting digital-first experiences by leveraging human-centered design principles and emerging technologies to enhance user engagement. This role focuses on designing intuitive and seamless customer interactions across various digital platforms, ensuring alignment between all touchpoints, business objectives and user needs. Additionally, this role plays a critical part in driving innovation in digital CX, integrating emerging trends such as AI-driven personalization, automation, and omnichannel consistency to create a cohesive digital ecosystem.

Requirements

• Bachelor's degree in Design, UX, Service Design, Business, or a related field.
• 5 years of experience in CX or service design, or equivalent experience.
• Expertise in creating micro-journeys and mapping customer touchpoints.
• Proven experience in E2E lifecycle design, integrating tools, people, and processes.
• Strong knowledge of industry best practices and benchmarks in CX design, with proficiency in journey mapping tools and techniques.
• Excellent analytical, problem-solving, and collaboration skills to evaluate customer needs and drive cross-functional solutions.
• Familiarity with CX design tools and methodologies.

Nice To Haves

• Advanced degree or equivalent experience (e.g., Master's degree in Design, or related field).
• Experience in healthcare, pharmaceutical, or other regulated industries.
• Expertise in CX frameworks like Design Thinking or Service Blueprinting, and proficiency with design/prototyping tools (e.g., Adobe XD, Figma, Miro).
• Advanced knowledge of CX analytics and the ability to translate insights into actionable strategies.
• Experience working with digital experience platforms (DXPs) and content management systems (CMS) to enhance user engagement.
• Understanding of A/B testing, heatmaps, and behavioral analytics to inform digital design decisions.

Responsibilities

• Utilize blueprinting techniques to visualize front-end and back-end processes.
• Conduct regular workshops with user groups and stakeholders to gather insights, validate journey maps, and identify opportunities for improvement.
• Design and present comprehensive design recommendations, partnering with the insights team to conduct user research.
• Collaborate with the wider Customer Experience (CX) organization to understand objectives and align journey designs with organizational CX Design principles.
• Oversee the translation of customer and function requirements into technical needs; lead technical experts to ensure key technology investments deliver against expectations.
• Work closely with stakeholders to align CX design efforts with organizational goals and customer needs.
• Understand and apply industry best practices and benchmarks to enhance customer experience.
• Provide subject matter expertise on CX Design during meetings with business partners and customers.
• Apply digital CX methodologies to optimize customer journeys across web, mobile, responsive, tablet, and other digital environments.
• Leverage data analytics and user research to continuously refine digital interactions and enhance personalization.
• Ensure accessibility and inclusivity best practices are implemented across digital touchpoints to meet compliance and usability standards.
• Comply with all laws, regulations and policies that govern the conduct of Genentech activities.

Benefits

• Discretionary annual bonus based on individual and Company performance.
• Comprehensive benefits package as detailed in the job description.

What This Job Offers

• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree