# Director, Customer Experience Strategy at Genentech

- Company: Genentech
- What the company does: Genentech discovers, develops, manufactures and commercializes treatments for patients with serious and life-threatening medical conditions. Backed by North Carolina Biotechnology Center.
- Company website: https://gene.com
- Type: Startups
- Level: Principal and up
- Location: South San Francisco
- Work setup: On-site
- Posted: 2026-10-15
- Apply by: 2026-11-29
- Apply: https://roche.wd3.myworkdayjobs.com/en-US/ROG-A2O-GENE/job/South-San-Francisco/Director--Customer-Experience-Strategy_202610-125837-1?utm_source=1752vc&utm_medium=careers
- Page: https://www.1752.vc/careers/jobs/genentech-director-customer-experience-strategy/

## 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


Source: 1752vc Careers, https://www.1752.vc/careers/jobs/genentech-director-customer-experience-strategy/