Customer Experience (CX) Enablement Director

Customer Experience (CX) Enablement Director

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.

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. As healthcare evolves, we are bold in our approach - leveraging cutting edge AI, advanced digital engagement, end-to-end content management, and omnichannel technologies and operations to create seamless, personalized, and meaningful experiences for our patients and customers. This is your opportunity to lead transformative change, integrating advanced technology with strategic vision to drive impact at scale. If you are passionate about redefining the healthcare experiences and building something extraordinary, we want you on this journey. Let's redefine what's possible together!

This combined team, in collaboration with key partners, builds solutions to serve Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access ("CMG"), and other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across our interactions. The team is specifically accountable for:

• Defining omnichannel solutions, shaping engagement strategies, designing, operationalizing, and producing seamless, consistent & meaningful patient and customer experiences.

• Accelerating, connecting, and enabling the development of digital solutions that enhance the patient and customer experience across CMG.

• Advancing the mission of seamless, consistent & meaningful patient and customer experiences that maximize patient impact while keeping compliance at the forefront.

The Customer Experience (CX) Enablement Director will shape and lead The Studio, a pioneering capability that revolutionizes how we understand and serve our customers across healthcare ecosystems. Reporting directly to the Executive Director - Customer Experience Suite Lead, this strategic leadership role will envision and orchestrate The Studio's evolution as a center of excellence, driving innovation across Commercial, Medical, and Government Affairs verticals while advancing our patient-centric mission.

Strategic Leadership

• Shape and champion the strategic vision for The Studio as a transformative enterprise asset, developing innovative approaches to maximize organizational value.

• Architect the evolution of The Studio's capabilities, cultivating new methodologies and frameworks that drive business impact.

• Guide the strategic vision for emerging technologies, including automation and AI, to enhance insight generation and knowledge activation.

• Develop and execute strategic initiatives to drive customer experience insights and innovation.

• Lead the development of comprehensive strategies to evolve The Studio's capabilities, including resource optimization and infrastructure advancement.

• Establish frameworks for demonstrating The Studio's value creation and business impact.

• Shape and design efforts across physical, social, digital, and virtual environments through hands-on design and UX strategy.

• Guide UX research, development of prototypes, wireframes, and maintain design quality assurance to ensure seamless implementation.

• Champion and implement human-centered design practices and Design Thinking principles across Digital Experience and related teams.

Thought Leadership & Innovation

• Serve as a visible thought leader in customer-centric approaches, influencing senior stakeholders, including but not limited to, Genentech Machine Learning (ML) Informatics, Compliance, Legal, Privacy, and Roche global counterparts, while driving cultural evolution.

• Champion innovative methodologies to serve customer groups including patients, providers, payers, and healthcare systems.

• Guide the creation of new strategic offerings that anticipate and address evolving business needs.

• Drive collation of inputs to inform policy formation including, but not limited to, stakeholder (customer, patient, large organized customer) Voice or Responsible AI.

• Guide strategic integration across web, mobile, digital health, and omnichannel initiatives.

• Establish strategy for design of co-creation sessions with internal and external stakeholders to gather insights and drive innovative solutions.

• Set standards for facilitation and execution of co-creation workshops, ensuring active participation and alignment with project goals.

Cross-Functional Orchestration & External Collaboration

• Develop and chair executive steering committees to guide strategic direction and ensure alignment with enterprise objectives; actively participate on regional and global councils.

• Foster partnerships with external thought leaders and advisory boards to inform strategic direction.

• Foster strategic partnerships across Commercial, Medical, and Government Affairs divisions to amplify organizational impact.

• Collaborate with patients, caregivers, advocates, employees, and third-party partners to develop user-centric solutions and validate design decisions.

Who You Are

• Highly customer focused; obsessed with the customer experience.

• Visionary mindset with proven ability to conceptualize and realize new capabilities.

• Executive presence and sophisticated stakeholder management abilities.

• Strategic acumen combined with business insight.

• History of driving innovation and positive change.

• Excellence in building strategic partnerships and alignments.

• Bachelor's degree in Design, CX, UX, or similar disciplines.

• 8 years of experience in human-centered design, UX design, strategy, customer experience, or business transformation, or equivalent experience.

• Distinguished track record of leading strategic capability development in complex organizations.

• Proven success guiding cross-functional initiatives in enterprise environments.

• Notable achievements in both commercial and government/regulatory contexts.

• Expertise in journey mapping, ideation, and user flows, including wireframing (low and high fidelity).

• Strong proficiency in prototyping, accessibility design, and usability testing.

• Ability to manage multiple projects and provide strategic direction in a fast-paced, Agile environment.

• Willingness and ability to travel as required by business objectives and strategic priorities.

• Experience in healthcare, life sciences, and/or regulated industries.

• Strategic vision for leveraging emerging technologies to drive business value.

• Advanced degree in relevant field.

• Background in strategy and digital transformation.

Location

• This position is based in South San Francisco, CA

• Relocation Assistance is not available

The expected salary range for this position based on the primary location of South San Francisco, CA is 154,560 - 220,800 - 287,040. 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

#BoFTDE

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.