Director, Customer Experience Strategy

Roche • South San Francisco, CA

1d • $177,200 - $329,200 • Hybrid

About The Position

The Director, Customer Experience (CX) Strategy 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, this leader will build and scale a team of CX Strategists and integrate human-centered design, digital engagement, and omnichannel solutions into enterprise decision-making.

The role establishes CX strategy frameworks and engagement models aligned with enterprise objectives and key results, and leads the development of CX talent. It applies patient and customer research to inform digital experiences, oversees customer journey maps and personas, and partners across technical, marketing, and medical functions to turn customer needs into technical requirements. The Director also establishes measures of customer and business impact and serves as a strategic bridge and executive escalation point across Commercial, Medical, and Government teams.

The position is based in South San Francisco, California, with a hybrid schedule requiring three days per week on campus. Relocation benefits are not available. The stated salary range is $177,200 to $329,200 per year; actual pay depends on experience, qualifications, geographic location, and other job-related factors. A discretionary annual bonus may be available based on individual and Company performance. The position qualifies for the benefits described at the company's linked benefits information.

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 healthcare, pharmaceutical, biotechnology, or life sciences.
• Advanced experience as a thought leader, with an innovative mindset and a record of challenging the status quo to create 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 the experience.
• Experience using 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 partnerships with cross-functional leadership, aligning experience initiatives with enterprise objectives and key results (OKRs).
• Build, coach, and inspire a team of CX Strategists and guide their professional development toward strategic enterprise influence.
• Facilitate internal co-creation workshops and qualitative and quantitative research, including interviews, surveys, and focus groups, to translate patient and customer insights into digital experiences.
• Direct the creation, scaling, and operationalization of customer journey maps and personas across brands and therapeutic areas.
• Partner with technical, marketing, and medical stakeholders to translate customer needs into technical requirements and maximize 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 a 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 benefits described at the company's linked benefits information; specific benefits are not detailed in the posting.

What This Job Offers

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