Customer Experience (CX) Enablement Manager

Genentech • South San Francisco, CA

248d • $108,710 - $201,890 • Remote

About The Position

The Customer Experience (CX) Enablement Manager is responsible for designing and executing customer-centric research and strategic insights that enable Genentech to deliver optimized, data-informed customer experiences. This role will work cross-functionally to identify pain points, uncover opportunities for innovation, and embed industry best practices into the design and continuous improvement of customer journeys. By leading qualitative and quantitative research initiatives, developing strategic artifacts, and enabling a scalable approach to insight generation, this leader ensures that business decisions are grounded in evidence and aligned with enterprise objectives. The CX Enablement Manager brings together expertise in customer behavior, data analysis, and design thinking to enhance the organization's ability to deliver high-impact, personalized experiences in a fast-evolving, regulated environment.

Requirements

• Bachelor's degree in design, market research, business, or a related field.
• 5 years in customer experience research, strategy, or a related role.
• Proven expertise in conducting both qualitative and quantitative research, including external market analysis and internal benchmarking.
• Demonstrated ability to create repeatable, scalable research processes and frameworks.
• Proficiency in research tools and platforms (e.g., Qualtrics, Tableau, or similar).
• Strong analytical skills to synthesize data into actionable insights and strategic recommendations.
• Excellent communication skills to present findings through reports, white papers, or executive briefings.
• Familiarity with leveraging technology to optimize research methodologies and processes.

Nice To Haves

• Advanced degree or equivalent experience (e.g., Master's in Design Strategy, MBA, or related field).
• Experience in the healthcare, pharmaceutical, or other regulated industries.
• Knowledge of CX frameworks and methodologies (e.g., Design Thinking, Service Design).
• Experience producing high-impact reports on industry topics, including customer or patient-focused studies.
• Familiarity with industry best practices and benchmarks in customer experience and design strategy.
• Expertise in using visualization tools (e.g., Adobe Creative Suite, Miro) to enhance reporting and presentations.

Responsibilities

• Conduct required external research to address business questions, ensuring alignment with organizational goals.
• Establish research best practices and standards through understanding industry best practices and benchmarks to enable internal and external research activities and inform strategic decision-making.
• Establish a menu of repeatable processes to leverage and execute in strategy and design work.
• Create and own artifacts (e.g., discussion guides, surveys) to aid in user experience research.
• Conduct internal research and benchmarking to identify areas for improvement and innovation.
• Produce reports and white papers on key topics, such as the state of patient and customer reports, to inform stakeholders and guide strategic initiatives.
• Leverage technology to streamline, optimize, and standardize research processes, ensuring efficiency and accuracy.
• Collaborate with cross-functional teams to implement research findings into actionable strategies.
• Ensure that research and strategy initiatives are executed effectively and align with the company's product-oriented model.
• Organize and conduct customer tests/interviews to validate assumptions/questions and test new journeys (e.g., ethnographics, focus groups, in-depth interviews).
• Quarter-back survey design and analysis of results (e.g., segmentation, quantitative design research, behavioral research, conjoint analysis).
• Collaborates closely with brand teams and cross-functional teams to identify pain points and opportunities for improvements in the customer journey.
• 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 health insurance.
• 401k plan with company matching.
• Paid time off and holidays.
• Flexible work options.

What This Job Offers

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