Director, CX Strategy & Patient Experience Transformation

Genentech; South San Francisco (CA); Hybrid; USD 177,000 - 329,000; Full time

Benefits offered by this job

Discretionary annual bonus

Job summary

Genentech in South San Francisco is hiring a Director, CX Strategy to transform how patients, providers, and caregivers connect across CMG. You will lead a team of CX Strategists within the Digital Experience organization, embedding human-centered design and omnichannel capabilities into enterprise decision-making.

You will architect CX strategy & governance, mentor talent, develop journey maps and personas, drive omnichannel integration, measure impact, and align Commercial, Medical, and

Qualifications

• Bachelor's degree required.
• 8+ years in customer experience insights, co-creation, human-centered design, or qualitative research facilitation.
• 5+ years in healthcare, pharma, biotech, or life sciences.
• Advanced thought leader with innovative mindset delivering value for patients/providers.
• Exceptional communication; ability to influence across leadership.

Responsibilities

• Architect CX Strategy & Governance; align initiatives to enterprise OKRs.
• Lead, mentor & scale a world-class CX Strategist team.
• Embed human-centered design via co-creation, interviews, surveys, focus groups.
• Oversee CX assets: journeys and personas for unified decision-making.
• Drive omnichannel & digital integration with marketing, tech, and medical stakeholders.
• Measure business & CX impact; monitor satisfaction, access and engagement.
• Champion cross-CMG alignment across Commercial, Medical and Government teams.

Skills

CX strategy

Human-centered design

Qualitative research

Leadership & mentoring

Cross-functional collaboration

Executive stakeholder alignment

Education

Bachelor's degree

Master's degree (preferred)

Job description

Genentech in South San Francisco is hiring a Director, CX Strategy to transform how patients, providers, and caregivers connect across CMG. You will lead a team of CX Strategists within the Digital Experience organization, embedding human-centered design and omnichannel capabilities into enterprise decision-making.

You will architect CX strategy & governance, mentor talent, develop journey maps and personas, drive omnichannel integration, measure impact, and align Commercial, Medical, and