Sr. Manager, Customer Experience

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Summary

The Customer Centricity group at Illumina is seeking a strategic and dynamic Senior Manager of Customer Experience to lead the Global Customer Experience team. In this high-impact role, you will set the vision for customer experience, oversee the enterprise Voice of Customer (VoC) program, and champion a culture of customer centricity across the organization.

The ideal candidate is a collaborative leader with a proven track record in customer experience, strategy, and insights—someone who thrives in matrixed environments, communicates with influence, and turns complex data into compelling narratives for diverse audiences. You’ll partner cross-functionally with product, commercial, R&D, and support teams to identify and act on opportunities that enhance the end-to-end customer journey.

This role is ideal for someone who combines strong analytical skills with executive presence, is comfortable navigating change, and is passionate about embedding CX thinking into every part of the business. Experience in life sciences, healthcare, or other B2B industries is a strong plus.

Key Responsibilities

• Lead customer experience strategy and execution, with a focus on measurable impact to customer satisfaction, loyalty, and business outcomes.
• Lead and continuously evolve the enterprise-wide Voice of Customer (VoC) program and related software platforms. Design scalable systems to capture, analyze, and share customer feedback across the organization.
• Own and operationalize core CX metrics (e.g., NPS, OSAT, CES), and demonstrate clear ROI through trend analysis, predictive insights, and impact assessments that link CX improvements to business outcomes.
• Build compelling dashboards and deliver high-impact presentations that transform complex customer insights into clear, actionable recommendations. Adapt communication style for both executive and frontline audiences.
• Inspire a culture of customer-centricity by championing the customer perspective in decision-making and embedding CX insights and principles across teams and functions.
• Drive cross-functional alignment and accountability by partnering with Commercial, R&D, Service & Support, and Product teams to define CX requirements and influence roadmap priorities.
• Use storytelling and data visualization to create clarity, urgency, and buy-in for CX initiatives at all levels of the organization.
• Analyze diverse sources of customer data (e.g., surveys, support cases, social listening, and operational metrics) to uncover pain points and improvement opportunities.
• Support enterprise-wide change by leading CX improvement initiatives that require navigating ambiguity and adapting to evolving priorities.
• Ensure all processes and insights are aligned with Illumina’s quality standards and compliance procedures.
• Act as a trusted advisor and internal consultant on CX best practices, equipping teams to leverage insights and improve experiences throughout the customer journey.
• Lead a small team of Customer Experience specialists to drive towards the Global CX program goals.

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Requirements

• 8+ years of experience in customer experience, market research, strategy, or related roles.
• Proven success in setting vision and leading large-scale CX or transformation programs in matrixed, cross-functional environments.
• Strong presentation and storytelling skills; demonstrated ability to distill data into insights and communicate effectively with senior leadership.
• Experience driving cultural change and embedding customer-first mindsets across diverse stakeholder groups.
• Demonstrated adaptability and resilience in fast-paced, changing environments.
• Hands-on expertise with CX and VoC platforms (e.g., Qualtrics, Medallia); deep understanding of CX metrics (NPS, CES, OSAT, CLV).
• Familiarity with text analytics and Natural Language Processing