Bachelor's degree required; Master's or MBA preferred.
8+ years in customer experience insights and human-centered design.
5+ years in healthcare, pharmaceutical, biotechnology, or life sciences.
Proven thought leader with an innovative mindset.
Exceptional communication and influencing skills.
Experience in designing customer-centric experiences.
Strong understanding of customer data and relationship management technologies.
Responsibilities
Establish CX strategy frameworks and engagement models.
Build and mentor a high-impact team of CX Strategists.
Facilitate workshops to translate patient insights into digital experiences.
Direct the creation of customer journey maps and personas.
Partner with stakeholders to translate customer needs into technical requirements.
Monitor CX performance metrics to ensure improvements in satisfaction and engagement.
Serve as a strategic bridge across Commercial, Medical, and Government teams.
Benefits
Hybrid work schedule with 3 days on campus.
Discretionary annual bonus based on performance.
Full Job Description
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
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
About Roche
Roche Holding AG is a Swiss multinational healthcare company that operates worldwide under two divisions: Pharmaceuticals and Diagnostics. Its holding company, Roche Holding AG, has bearer shares listed on the SIX Swiss Exchange. The company headquarters are located in Basel. Roche is the largest pharmaceutical company in the world, and the leading provider of cancer treatments globally. The company also produces a range of diagnostic tests for medical professionals and patients. Roche was one of the first companies to bring targeted treatments to patients. In 2019, Roche had over 100,000 employees worldwide, and generated revenue of CHF 61.5 billion.
