Director, Customer Experience Strategy

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.

• 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