Director, Customer Experience Strategy

Genentech • Daly City, CA

1d • $177,200 - $329,200 • Hybrid

About The Position

As the Director, Customer Experience (CX) Strategy, you will lead the transformation of how Genentech connects with patients, healthcare providers, and caregivers across its Commercial, Medical Affairs, and Public Affairs & Access (CMG) organizations. As part of the Digital Experience organization, you will lead and scale a team of CX Strategists, integrating human-centered design, digital engagement, and omnichannel solutions into enterprise decision-making. The role is based in South San Francisco and follows a hybrid schedule with three days per week on campus. Relocation benefits are not available.

Requirements

• Bachelor's degree required.
• At least 8 years of dedicated expertise in customer experience insights, co-creation, human-centered design, and/or qualitative research facilitation.
• At least 5 years of specialized experience in the healthcare, pharmaceutical, biotechnology, or life sciences industry.
• Advanced experience as a thought leader with an innovative mindset, challenging the status quo to deliver competitive advantages and value for patients and providers.
• Exceptional communication skills and ability to influence without direct authority and partner with leadership teams using developed insights.
• Experience designing customer-centric experiences through the customer decision journey.
• Experience measuring customer experience to understand and evolve it.
• Experience leveraging CX insights to inform strategic direction and decisions that optimize business processes.
• Understanding of customer data, systems, and relationship management technologies.
• Strong knowledge of the pharmaceutical value chain.

Nice To Haves

• Master’s degree or MBA in Customer Experience, Public Health, Service Design, Market Research, or a related discipline.

Responsibilities

• Establish frameworks and engagement models for CX Strategy team partnerships with cross-functional leaders, aligning experience initiatives with enterprise objectives and key results (OKRs).
• Build, coach, and develop a team of CX Strategists, helping them grow from tactical execution partners into strategic enterprise influencers.
• Facilitate internal co-creation workshops and qualitative and quantitative research, including interviews, surveys, and focus groups, to translate voice-of-patient and voice-of-customer insights into digital experiences.
• Direct the creation, scaling, and operationalization of customer journey maps and personas to support unified decision-making across brands and therapeutic areas.
• Partner with technical, marketing, and medical stakeholders to translate customer needs into technical requirements and maximize the impact of enterprise technology and digital platforms.
• Establish operational and experience metrics and monitor CX performance to measure improvements in customer satisfaction, access, and brand engagement.
• Serve as the strategic bridge and executive escalation point across Commercial, Medical, and Government teams, negotiating trade-offs to deliver an empathetic, compliant customer journey.

Benefits

• A discretionary annual bonus may be available based on individual and Company performance.
• The position qualifies for company benefits detailed at the link provided in the job posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Director