|
The Position
Executive Director, Customer Experience 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 Genetech 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, human-centered design, and omnichannel strategies to create seamless, personalized, and meaningful experiences for our patients and customers. Genentech's mission is to push the boundaries of science to deliver life-changing medicines, and that requires a digitally enabled, human-centered approach to engagement. 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 guides 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 standards, shaping engagement strategies, and designing 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.
This role will report to the Vice President of Digital Experience Job Summary: The Executive Director of Customer Experience (CX) helps define and drive the future of Genentech's digital and customer experience (UX/CX) strategy. This role leads a team to create a clear vision of the future for the digital and customer experience and pursues forward-thinking design to exceed customer expectations. This leader will apply their passion for patients and customers to guide research and design processes, mentor talented members of the team, and collaborate with leaders across Genentech to create innovative experiences across all digital products. The Executive Director of Customer Experience collaborates with all teams involved in the customer journey. This leader must bring a strong track-record of design leading consumer brands and must be familiar with one of the leading design principles in digital UX, such as the Google Material Design methodology or Facebook's content design. Part creative visionary and part customer-obsessed researcher, he/she must also demonstrate experience working in fast-moving, dynamic digital environments and must be able to demonstrate a portfolio including world-class design work for major consumer brands. This leader will be the 'designer in chief' of CMG's digital experiences, and must bring a bias for action and execution, human-centered design, and a strong research-led mindset Key Responsibilities Strategy & Roadmap Development
Define and execute a CMG Customer Experience Strategy, establishing and ensuring adherence to standards while collaborating with senior leadership, and key stakeholders. Set the strategic direction for the Customer Experience team, aligning with organizational priorities to maximize business impact and deliver innovative, scalable solutions across the enterprise. Evaluate and prioritize high-impact use cases that drive measurable enterprise business outcomes and value for patients, organized customers, providers, and payers, ensuring a balanced Customer Experience. Serve as the executive champion for Customer Experience, articulating its strategic value to senior stakeholders, influencing enterprise decision-making, achieving enterprise objectives, communicating value to stakeholders, and fostering a culture of innovation, accountability, and excellence. Define and oversee the full digital and customer experience strategy for CMG.
Adoption Enablement, Experimentation & Performance Optimization
Partner with Medical, Commercial, and Access in the creation and execution of comprehensive learning experiences (e.g., training modules, workshops, and hands-on sessions) to upskill teams on customer experience capabilities. Define hypotheses, design experiments, and conduct tests in collaboration with analytics and product teams. Set and track performance and adoption metrics, in partnership with Genentech Activation teams, including regularly reporting on efficiency gains and business impact.
External Collaboration & Vendor Partnerships
Establish a standardized approach to partner with external user groups to sense, gather, and define business requirements, customer insights, market opportunities, user feedback/input, and technology trends to shape the overall UX/CX strategy.
Cross-Functional Leadership
Lead enterprise-wide and network-wide initiatives to promote UX/CX. Works with peers, VP and SVP level leaders across Genentech to sense, gather, and define business requirements, customer insights, market opportunities, user feedback/input, and technology trends to shape the overall strategy. Drive cross-functional alignment at the highest levels, collaborating seamlessly with other leaders across Commercial, Medical, Access and Informatics to align strategies with business objectives, accelerate product development, drive adoption and track progress of CX initiatives.
Governance & Compliance Partnership
Work closely with cross-functional teams, including Legal, Compliance, and Medical Affairs, to mitigate business risks and uphold Genentech's ethical standards. Comply with all laws, regulations and policies that govern the conduct of Genentech activities.
People & Culture
Build highly-connected, highly-motivated and high-performing teams by leading, developing and inspiring a thriving Customer Experience team and fostering belonging within and across teams. Provide guidance, training, and career development opportunities for team members. Drive a culture of performance through annual performance management and rewards and recognition of all team members, cultivating an environment of both accountability and performance-based incentives Make decisions regarding resource allocation and investments both in the near-term and long-term across the Customer Experience team. Shift and re-allocate resources effectively to ensure organizational strategic priorities are met while balancing workloads and optimizing team performance. Lead a team through the ideation, capability building, and launch of innovative products.
Who You Are
Highly customer focused; obsessed with the customer experience Strong change management and stakeholder engagement skills to drive adoption across diverse teams. Familiarity with the regulatory and compliance landscape in highly regulated industries. Comfortable and effective working in a cross-functional, matrixed organization. Able to build trust and strong cross-functional relationships across an organization to achieve common goals Strategic thinker, flexible problem solver, and great listener Strong bias towards action - a 'doer', not just a 'thinker' Well-rounded leader of high-performing teams - ready to lead, motivate and develop a group of capable individuals, both as direct reports and on a cross-functional team
Minimum Candidate Qualifications & Experience
Bachelor's degree in business, healthcare, customer experience, or a related field. 12+ years of experience in customer or product-focused roles, with experience driving CX advancement and implementation Strong leadership and team management abilities, with experience in coaching, developing, and inspiring talent Proven ability to own and manage the full product lifecycle, including visioning, roadmap creation, execution, and impact measurement. Understanding of how to design and evolve user & customer-centric experiences to drive customer satisfaction. Excellent communication and stakeholder management skills, with demonstrated success in facilitating cross-functional collaboration. Analytical and problem-solving skills to interpret customer insights and drive operational decisions. Experience working in an standard DevOps agile setting or bringing agile best-practice mentorship to the team
Additional Desired Candidate Qualifications & Experience
Advanced degree (e.g., MBA or related graduate-level qualification). Deep knowledge and expertise in critical research methods, and demonstrable experience of applying them, including the Jobs to Be Done (JTBD) framework, Net Promotor Score (NPS), and Bain Elements of Value. Experience working in a business with a diverse portfolio offering across multiple lines of business to large consumer and / or business segments with large scale audiences. Hands-on experience of designing for a broad set of UI platforms and environments, including web, desktop, and mobile, social media and IPTV. Exposure to diverse digital business models, especially subscription and advertising models. Experience working in content monetization environments where UX/CX needs must be balanced with the need to drive revenue and profitability. Demonstrable track record of operational success in strong consumer facing brands that have large audiences (100m+). Evidence of recognition as a thought leader in the space of UX/CX. Ability to distill complex processes into simple, clear, user interactions that drive engagement and allow users to achieve the missions that they have (e.g., purchasing Home Internet).
Location
The expected salary range for this position based on the primary location of South San Francisco, CA is 227,500.00 - 422,500.00. 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-TW1 #BoFT Genentech is an equal opportunity employer, and we embrace the increasingly diverse world around us. Genentech prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status.
|
Genentech
relocation assistance
Feb 22, 2025