Customer Experience (CX) Designer - Physical

Customer Experience (CX) Designer  - Physical 

We’re passionate about delivering on Our Promise to improve the lives of patients and create healthier communities for all. We foster a culture of inclusivity, integrity, and creativity while boldly pursuing answers to the world’s most complex health challenges and transforming society.

Digital Experience is shaping the future of how Genentech connects with our patients and customers by harnessing the power of digital innovation and human-centered design. As healthcare evolves, we are bold in our approach – leveraging cutting edge AI, advanced digital engagement, end-to-end content management, and omnichannel technologies and operations to create seamless, personalized, and meaningful experiences for our patients and customers. This is your opportunity to lead transformative change, integrating advanced technology with strategic vision to drive impact at scale. If you are passionate about redefining the healthcare experiences and building something extraordinary, we want you on this journey. Let’s redefine what’s possible together!

This combined team, in collaboration with key partners, builds solutions to serve Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access (“CMG”), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions. The team is specifically accountable for:

• Defining omnichannel solutions, shaping engagement strategies, designing, operationalizing, and producing seamless, consistent & meaningful patient and customer experiences.

• Accelerating, connecting, and enabling the development of digital solutions that enhance the patient and customer experience across CMG.

• Advancing the mission of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront.

The Customer Experience (CX) Designer – Physical specializes in designing and optimizing real-world, in-person experiences to ensure smooth, engaging, and impactful interactions across key healthcare environments. This includes settings such as medical congresses, clinics, hospitals, patient support programs, and field representative engagements. The role focuses on bridging the gap between digital and physical touchpoints, leveraging human-centered design principles to create intuitive and meaningful experiences that resonate with both customers and patients.

Key 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.

• Develop and refine physical experiences (e.g., print, samples, etc.), ensuring customer touchpoints align with brand identity and engagement strategies.

• Leverage observational research, ethnographic studies, and direct customer feedback to optimize real-world service interactions.

• Partner with operations teams to improve workflows, signage, and on-site service efficiencies.

• Ensure seamless integration of physical and digital interactions to provide a cohesive omnichannel experience.

• Comply with all laws, regulations, and policies that govern the conduct of Genentech activities.

Who You Are

Minimum Candidate Qualifications & Experience

• Bachelor’s degree in design, UX, service design, business, or a related field.

• 5 years of experience in CX or service design, or equivalent in a related field..

• 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.

Additional Desired Candidate Qualifications & Experience

• Advanced degree, or equivalent experience (e.g., Master’s 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 designing physical experiences (e.g., print, samples, etc.).

• Understanding of wayfinding principles, accessibility standards, and ergonomic design to optimize physical interactions.

Location

• This position is based in South San Francisco, CA, however a remote work option will be considered for US candidates who live outside of the Bay Area. 

• Relocation Assistance is not available

The expected salary range for this position based on the primary location of South San Francisco, CA is 108,710 - 155,300 - 201.890.  Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.  A discretionary annual bonus may be available based on individual and Company performance.  This position also qualifies for the benefits detailed at the link provided below.

 Benefits

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Genentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.