Customer Experience (CX) Enablement Director

Genentech • South San Francisco, CA

241d • $154,560 - $287,040

About The Position

The Customer Experience (CX) Enablement Director will shape and lead The Studio, a pioneering capability that revolutionizes how we understand and serve our customers across healthcare ecosystems. Reporting directly to the Executive Director - Customer Experience Suite Lead, this strategic leadership role will envision and orchestrate The Studio's evolution as a center of excellence, driving innovation across Commercial, Medical, and Government Affairs verticals while advancing our patient-centric mission.

Requirements

• Bachelor's degree in Design, CX, UX, or similar disciplines.
• 8 years of experience in human-centered design, UX design, strategy, customer experience, or business transformation, or equivalent experience.
• Distinguished track record of leading strategic capability development in complex organizations.
• Proven success guiding cross-functional initiatives in enterprise environments.
• Notable achievements in both commercial and government/regulatory contexts.
• Expertise in journey mapping, ideation, and user flows, including wireframing (low and high fidelity).
• Strong proficiency in prototyping, accessibility design, and usability testing.
• Ability to manage multiple projects and provide strategic direction in a fast-paced, Agile environment.
• Willingness and ability to travel as required by business objectives and strategic priorities.

Nice To Haves

• Experience in healthcare, life sciences, and/or regulated industries.
• Strategic vision for leveraging emerging technologies to drive business value.
• Advanced degree in relevant field.
• Background in strategy and digital transformation.

Responsibilities

• Shape and champion the strategic vision for The Studio as a transformative enterprise asset, developing innovative approaches to maximize organizational value.
• Architect the evolution of The Studio's capabilities, cultivating new methodologies and frameworks that drive business impact.
• Guide the strategic vision for emerging technologies, including automation and AI, to enhance insight generation and knowledge activation.
• Develop and execute strategic initiatives to drive customer experience insights and innovation.
• Lead the development of comprehensive strategies to evolve The Studio's capabilities, including resource optimization and infrastructure advancement.
• Establish frameworks for demonstrating The Studio's value creation and business impact.
• Shape and design efforts across physical, social, digital, and virtual environments through hands-on design and UX strategy.
• Guide UX research, development of prototypes, wireframes, and maintain design quality assurance to ensure seamless implementation.
• Champion and implement human-centered design practices and Design Thinking principles across Digital Experience and related teams.
• Serve as a visible thought leader in customer-centric approaches, influencing senior stakeholders.
• Champion innovative methodologies to serve customer groups including patients, providers, payers, and healthcare systems.
• Guide the creation of new strategic offerings that anticipate and address evolving business needs.
• Drive collation of inputs to inform policy formation including stakeholder Voice or Responsible AI.
• Guide strategic integration across web, mobile, digital health, and omnichannel initiatives.
• Establish strategy for design of co-creation sessions with internal and external stakeholders to gather insights and drive innovative solutions.
• Set standards for facilitation and execution of co-creation workshops, ensuring active participation and alignment with project goals.
• Develop and chair executive steering committees to guide strategic direction and ensure alignment with enterprise objectives.
• Foster partnerships with external thought leaders and advisory boards to inform strategic direction.
• Foster strategic partnerships across Commercial, Medical, and Government Affairs divisions to amplify organizational impact.
• Collaborate with patients, caregivers, advocates, employees, and third-party partners to develop user-centric solutions and validate design decisions.

Benefits

• Discretionary annual bonus based on individual and Company performance.
• Comprehensive benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree