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The Position
Director, Customer Experience (CX) Science
Why Genentech
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.
Who We Are
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.
Job Summary
The Director, Customer Experience (CX) Science will be dedicated to solving customer challenges with a strong quantitative nature. This role works closely with the entire CX team to conduct state-of-the-art hands-on quantitative and qualitative analysis across the spectrum of marketing functions. This role requires a dynamic leader with a strong background in data analytics, measurement frameworks, and CX strategy. You will spearhead efforts to develop and implement metrics and research that provide actionable insights, enabling the organization to improve patient outcomes, healthcare provider (HCP) experiences, and overall brand loyalty. This is a significant role in the organization due to its complexity, requiring deep expertise to navigate dynamic challenges and manage a variety of priorities as well as establishing a strong partnership with Data & Analytics to create strong analytics capabilities and tools. Key Responsibilities
Implement data governance policies to ensure accurate, consistent, and ethical use of data across Customer Experience (CX) programs (including cross-functional collaboration across relevant IT, Digital, Data, and Analytics stakeholders). Develop and own the CX quantitative analytics roadmap to articulate the opportunity, magnitude and impact that CX can drive, in close collaboration with Data, Analytics, and AI partners. Oversee all internal and external CX research activities to inform strategic decision-making Consume products, data, and insights from Data & Analytics to translate into CX insights that ultimately inform the end-to-end CX strategy; ensure alignment with the end-to-end CX vision and overarching business goals. Partner with Data, Analytics, and AI teams to design and build data and analytics products to support and enable customer experience strategy and journey transformation (e.g., recommendation engines, GenAI products, algorithms, KPIs). Design, implement, and manage robust metrics to evaluate the effectiveness of CX initiatives (e.g., Net Promoter Score (NPS)). Identify and define new, meaningful CX metrics relevant to specific stages of the customer journey. Guide the CX Enablement Managers in running robust quantitative analyses to track against KPIs; oversee advanced analytics initiatives, including predictive modeling, segmentation, and customer journey mapping. Develop perspective on sources of research data and partnership opportunities to inform customer insights. Partner with Data, Analytics, and AI and Digital Experience Business Product Owners to inform the strategy for data integration from multiple sources, such as CRM systems, digital platforms, and market research, to provide a 360-degree view of customer behavior. Deliver regular reports and dashboards with actionable insights for cross-functional teams. Partner with marketing, sales, medical affairs, and digital teams to align CX metrics and analytics with broader organizational objectives. Collaborate with IT and technical analytics/Data, Analytics, and AI teams to support CX science initiatives and enhance data infrastructure and analytics tools. Serve as a trusted advisor to senior leadership, providing insights and recommendations to enhance CX initiatives. Identify emerging trends and technologies to advance the analytics capabilities of the organization. Comply with all laws, regulations and policies that govern the conduct of Genentech activities.
People
Lead, mentor, and manage the CX Science team, fostering an exemplary employee experience, including a culture of collaboration, innovation, and accountability. Provide guidance, training, and career development opportunities for team members. Allocate and shift resources effectively to ensure balanced workloads and optimized team performance and business impact. Cultivate an environment of both accountability and performance-based incentives with ongoing and annual performance management and rewards and recognition of all direct reports. Lead or oversee inclusive hiring of direct and indirect reports.
Who You Are Minimum Candidate Qualifications
Bachelor's degree in business, technology, operations, science, marketing, or a related field. 8 years of proven expertise in customer experience analytics capabilities with hands-on experience in interface development and implementation. Strong knowledge of the pharmaceutical value chain. Demonstrated ability to influence and partner with leadership teams at the organizational unit level based on the insights you develop. Advanced experience as a thought leader, constantly challenging the status quo to deliver competitive advantages and create meaningful value for patients. Proven ability of managing complex, multicultural, and matrixed environments, with a preference for candidates with prior data analytics experience.
Additional Desired Candidate Qualifications
Advanced degree in Customer Experience, data science or analytics 2 years of work experience with a focus on customer experience strategies, in the healthcare or pharmaceutical industries. Experience leveraging CX insights to inform strategic decisions and optimize business processes. Proficiency in visualization and reporting tools to facilitate communication and reporting efforts. Demonstrated experience with platforms like Qualtrics, Medallia, Salesforce, or similar CX technologies. Experience managing and interpreting large, complex datasets in highly regulated industries.
Location
The expected salary range for this position based on the primary location of South San Francisco, CA is $176,800 - $328,300. 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 #BoFT 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.
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Genentech
relocation assistance
May 12, 2025