Director, Customer Experience (CX) Science

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 jo