Customer Experience (CX) Enablement Manager

Genentech; Los Angeles (CA); Remote; USD 108,000 - 202,000; Full time

Job summary

A leading company in healthcare is seeking a Customer Experience (CX) Enablement Manager to lead transformative change in patient and customer interactions. This role involves defining omnichannel solutions and ensuring compliance across various teams. Ideal candidates will have a strong background in customer experience research and strategy, with opportunities for remote work.

Qualifications

• 5+ years in customer experience research or strategy.
• Proficiency with research tools.

Responsibilities

• Define omnichannel solutions and accelerate digital development.
• Lead qualitative and quantitative research.

Skills

Analytical

Communication

Education

Bachelor's Degree

Tools

Research Tools

Job description

Customer Experience (CX) Enablement Manager

Join to apply for the Customer Experience (CX) Enablement Manager role at Genentech.

The Position

Customer Experience (CX) Enablement Manager

Why Genentech

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.

Who We Are

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. We leverage cutting-edge AI, advanced digital engagement, end-to-end content management, and omnichannel technologies to create seamless, personalized experiences. This is your opportunity to lead transformative change and redefine healthcare experiences.

This team collaborates with key partners to build solutions for Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access (“CMG”), and other patient- and customer-facing teams, aiming to shape and drive consistent, meaningful, and compliant experiences across interactions.

Responsibilities include defining omnichannel solutions, accelerating digital development, and ensuring compliance and impact at scale.

The role involves designing and executing customer-centric research, identifying pain points, uncovering opportunities, and embedding industry best practices into customer journey improvements. You will lead qualitative and quantitative research, develop strategic artifacts, and enable scalable insights generation, ensuring data-driven decision-making aligned with enterprise goals.

Qualifications include a bachelor’s degree, 5+ years in customer experience research or strategy, proficiency with research tools, and strong analytical and communication skills. Preferred qualifications include an advanced degree, experience in healthcare, and familiarity with CX frameworks.

This position is based in South San Francisco, CA, with remote options for US candidates outside the Bay Area. Compensation ranges from $108,710 to $201,890, plus potential bonuses and benefits.

Genentech is an equal opportunity employer, committed to diversity and inclusion. Accommodations are available for applicants with disabilities.