Genentech discovers, develops, manufactures and commercializes treatments for patients with serious and life-threatening medical conditions. Backed by North Carolina Biotechnology Center.
About the role
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
- 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
- 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
- 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
More about this role
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...
Browse similar: Startup jobs · San Francisco Bay Area