The Opportunity
As the Director, Customer Experience (CX) Strategy, you will lead the transformation of how Genentech connects with patients, healthcare providers, and caregivers across our Commercial, Medical Affairs, and Public Affairs & Access (CMG) organizations. Joining our Digital Experience organization, you will lead and scale a high-impact team of CX Strategists, integrating human-centered design, cutting-edge digital engagement, and omnichannel solutions into the fabric of enterprise decision-making. In this role, you will:
- Architect CX Strategy & Governance: Establish frameworks and engagement models for how the CX Strategy team partners with cross-functional leadership, aligning experience initiatives to enterprise objectives and key results (OKRs).
- Lead, Mentor & Scale Talent: Build, coach, and inspire a world-class team of CX Strategists, guiding their professional development from tactical execution partners to strategic enterprise influencers.
- Embed Human-Centered Design: Facilitate internal co-creation workshops and qualitative/quantitative research (interviews, surveys, focus groups) to translate direct voice-of-patient and voice-of-customer insights into tangible digital experiences.
- Oversee Core CX Assets: Direct the creation, scaling, and operationalization of comprehensive customer journey maps and personas to drive unified decision-making across brands and therapeutic areas.
- Drive Omnichannel & Digital Integration: Partner with technical, marketing, and medical stakeholders to translate customer needs into robust technical requirements, maximizing the impact of enterprise technology and digital platforms.
- Measure Business & Customer Impact: Establish rigorous operational and experience metrics, monitoring CX performance across initiatives to ensure measurable improvements in customer satisfaction, access, and brand engagement.
- Champion Cross-CMG Alignment: 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.
Who you are
- You hold a Bachelor's degree (required).
- You bring 8+ years of dedicated expertise in customer experience insights, co-creation, human-centered design, and/or qualitative research facilitation.
- You possess at least 5 years of specialized experience operating within the healthcare, pharmaceutical, biotechnology, or life sciences industry.
- Evidence of advanced experience as a thought leader with an innovative mindset, constantly challenging the status quo to deliver competitive advantages and create meaningful value for patients and providers.
- Exceptional communication skills, the ability to influence without direct authority, and partner with leadership teams based on the insights you develop.
- Experience designing customer-centric experiences through the customer decision journey.
- Experience measuring customer experience to understand and evolve the experience.
- Experience leveraging CX insights to inform strategic direction and decisions to optimize business processes.
- Understanding of customer data, systems, and relationship management technologies.
- Strong knowledge of the pharmaceutical value chain.
Preferred
- Master’s Degree or MBA in Customer Experience, Public Health, Service Design, Market Research, or a related discipline.
Location
- This role is based in South San Francisco and offers a hybrid schedule working 3 day per week on campus
- Relocation benefits are NOT available for this posting
The expected salary range for this position based on the primary location of South San Francisco, CA is $177,200/yr to $329,200/yr. 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
#LI-CM4
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.
Skills Required
- Bachelor's degree
- 8+ years of experience in customer experience insights, co-creation, human-centered design, or qualitative research facilitation
- At least 5 years of experience in healthcare, pharmaceutical, biotechnology, or life sciences
- Advanced thought leadership and innovative problem-solving experience
- Exceptional communication and influencing skills, including influencing without direct authority
- Experience designing customer-centric experiences through the customer decision journey
- Experience measuring customer experience and improving customer outcomes
- Experience using CX insights to inform strategic direction and optimize business processes
- Understanding of customer data, systems, and relationship management technologies
- Strong knowledge of the pharmaceutical value chain
- Master's degree or MBA in Customer Experience, Public Health, Service Design, Market Research, or a related discipline
Genentech Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Genentech and has not been reviewed or approved by Genentech.
-
Healthcare Strength — Health coverage is described as comprehensive across medical, dental, vision, mental health, and prescriptions, supported by HSAs/FSAs and broad wellness resources. On‑site fitness and health centers, mental‑health clinicians, and specialized programs like fully covered preventive cancer screenings and menopause support deepen the offering.
-
Retirement Support — Retirement benefits feature a 401(k) with up to a 4% company match plus an additional annual 6% company contribution to eligible pay. Additional financial protections such as life and accident insurance complement salary, bonuses, and stock options.
-
Leave & Time Off Breadth — Time away includes about 20 paid vacation days, paid holidays, personal days, and a year‑end shutdown. A paid six‑week sabbatical every six years notably expands long‑term time‑off flexibility.
Genentech Insights
What We Do
Considered the founder of the industry, Genentech, now a member of the Roche Group, has been delivering on the promise of biotechnology for more than 40 years. Genentech is a biotechnology company dedicated to pursuing groundbreaking science to discover and develop medicines for people with serious and life-threatening diseases. Our transformational discoveries include the first targeted antibody for cancer and the first medicine for primary progressive multiple sclerosis. We're passionate about finding solutions for people facing the world's most difficult-to-treat conditions. That is why we use cutting-edge science to create and deliver innovative medicines around the globe. To us, science is personal. Making a difference in the lives of millions starts when you make a change in yours.
_0.png)
