Director of Customer Experience (CX) Insights & Strategy

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.

The Opportunity

The Director, Customer Experience Insights & Strategy will be dedicated to solving customer challenges. This role works closely with the entire CX team to conduct state-of-the-art hands-on qualitative and quantitative analysis across the spectrum of customer, patient and internal functions. This role requires a dynamic leader with a strong background in research methods, measurement frameworks, CX strategy and quantitative measurements. You will spearhead efforts to develop and implement research and metrics 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.

This position is also referred to as "Director, Customer Experience Science" in the internal Org chart

Key Responsibilities

• Design, implement, and manage a robust CX measurement framework to evaluate the effectiveness of CX initiatives (e.g., Customer Effort Score, NPS).

• Oversee all internal and external CX research activities to inform strategic decision-making.

• Identify and define new, meaningful CX metrics relevant to specific stages of the customer journey.

• Deliver and deliver regular reports and dashboards with actionable insights for cross-functional teams.

• Develop perspective on sources of research data and partnership opportunities to inform customer insights.

• Develop and own the CX quantitative analytics roadmap to articulate the opportunity, magnitude and impact that CX can drive. Consume data created by Data & Analytics to inform overall CX strategy and insights.

• Partner with Data & Analytics to inform strategy for data integration from multiple sources, such as CRM system to provide a 360-degree view of customer behavior and to build data and analytics products to support and enable customer experience strategy and journey transformation (e.g., recommendation engines, GenAI products, algorithms, KPIs).

• Guide CX Product Managers in development of CX tools and solutions including tools including those focused on journey mapping, predictive modeling and Customer 360. 

• Implement data governance policies to ensure accurate, consistent, and ethical use of research and data across Customer Experience (CX)  programs (including cross-functional collaboration across relevant IT, Digital, Data, and Analytics  stakeholders).

• Partner with marketing, sales, medical affairs, and digital teams to align CX metrics and analytics with broader organizational objectives.

• Serve as a trusted advisor to sen