Director, Customer Experience Strategy

F. Hoffmann-La Roche AG; South San Francisco (CA); Hybrid; USD 177,000 - 329,000; Full time

Benefits offered by this job

Discretionary annual bonus

Benefits package

Job summary

Genentech is seeking a Director, Customer Experience (CX) Strategy to transform how we connect with patients, providers, and caregivers across CMG. The role leads a high-impact CX Strategy team, embedding human-centered design, omnichannel engagement, and data-driven decisions into enterprise strategy and decision-making.

The position requires 8+ years in CX and 5+ years in healthcare-related fields, with strong leadership and communication skills to influence senior teams.

Qualifications

• 8+ years of CX insights, co-creation, human-centered design, and/or qualitative research facilitation.
• 5+ years of specialized experience in healthcare, pharmaceuticals, biotechnology, or life sciences.
• Evidence of being a thought leader with an innovative mindset delivering value for patients and providers.
• Exceptional communication skills and ability to influence leadership teams.

Responsibilities

• Architect CX Strategy & Governance: establish frameworks and engagement models with cross-functional leadership; align initiatives to enterprise OKRs.
• Lead, Mentor & Scale Talent: build, coach, and inspire CX Strategists from tactical execution to strategic influencers.
• Embed Human-Centered Design: facilitate workshops and research to translate patient/customer insights into digital experiences.
• Oversee Core CX Assets: direct creation of journey maps and personas for unified decision-making across brands.
• Drive Omnichannel & Digital Integration: translate customer needs into robust technical requirements across enterprise platforms.
• Measure Business & Customer Impact: establish metrics to monitor CX performance and improve satisfaction, access, and engagement.
• Champion Cross-CMG Alignment: act as strategic bridge across Commercial, Medical, and Government teams.

Skills

CX strategy

Leadership

Communication

Human-centered design

Qualitative research

Customer journey mapping

Education

Bachelor's degree

Master's degree or MBA (preferred)

Tools

Customer data systems

Job description

The Opportunity

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 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.

Benefits

The expected salary range for this position based on the primary location of South San Francisco, CA is $177,200/yr to $329,200/yr.

Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.

A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits #LI-CM4 Genentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.

Who We Are

Genentech, a member of the Roche group and founder of the biotechnology industry, is dedicated to pursuing groundbreaking science to discover and develop medicines for people with serious and life‑threatening diseases. To solve the world's most complex health challenges, we ask bigger questions that challenge our industry and the boundaries of science to transform society. Our transformational discoveries include the first targeted antibody for cancer and the first medicine for primary progressive multiple sclerosis. The next step is yours.

Genentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.