CX Strategy Director: Transform Patient & Provider Experience

Genentech; San Francisco (CA); Ibrido; USD 177.000 - 329.000; Tempo pieno

Descrizione del lavoro

Genentech in South San Francisco seeks a Director, CX Strategy to transform how patients, providers, and caregivers experience our enterprise services. You will lead a high-impact team of CX Strategists, driving human-centered design, omnichannel engagement, and data-driven decision making across CMG.

You will define governance, mentor talent, partner with stakeholders, and measure outcomes to improve access, satisfaction, and brand impact in a complex biopharma landscape.

Competenze

• Bachelor's degree is required.
• 8+ years of CX insights, co-creation, human-centered design, or qualitative research facilitation.
• 5+ years in healthcare/pharma/life sciences.
• Thought leadership with innovative mindset to drive value.
• Exceptional communication and influence without direct authority.
• Experience designing customer-centric journeys and measuring CX.

Mansioni

• Architect CX strategy & governance across cross-functional leaders.
• Lead and scale a team of CX strategists.
• Embed human-centered design through workshops and research.
• Oversee customer journey maps and personas across brands.
• Drive omnichannel and digital integration with stakeholders.
• Measure business and customer impact with rigorous metrics.
• Champion cross-CMG alignment and executive escalation.

Conoscenze

CX strategy

Co-creation

Human-centered design

Qualitative research

Leadership

Communication

Formazione

Bachelor's degree

Master’s degree or MBA

Descrizione del lavoro

Genentech in South San Francisco seeks a Director, CX Strategy to transform how patients, providers, and caregivers experience our enterprise services. You will lead a high-impact team of CX Strategists, driving human-centered design, omnichannel engagement, and data-driven decision making across CMG.

You will define governance, mentor talent, partner with stakeholders, and measure outcomes to improve access, satisfaction, and brand impact in a complex biopharma landscape.