Customer Experience (CX) Enablement Director

Customer Experience (CX) Enablement Director 

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 Customer Experience (CX) Enablement Director will shape and lead The Studio, a pioneering capability that revolutionizes how we understand and serve our customers across healthcare ecosystems. Reporting directly to the Executive Director - Customer Experience Suite Lead, this strategic leadership role will envision and orchestrate The Studio's evolution as a center of excellence, driving innovation across Commercial, Medical, and Government Affairs verticals while advancing our patient-centric mission.

Key Responsibilities

Strategic Leadership

• Shape and champion the strategic vision for The Studio as a transformative enterprise asset, developing innovative approaches to maximize organizational value.

• Architect the evolution of The Studio's capabilities, cultivating new methodologies and frameworks that drive business impact.

• Guide the strategic vision for emerging technologies, including automation and AI, to enhance insight generation and knowledge activation.

• Develop and execute strategic initiatives to drive customer experience insights and innovation.

• Lead the development of comprehensive strategies to evolve The Studio's capabilities, including resource optimization and infrastructure advancement.

• Establish frameworks for demonstrating The Studio's value creation and business impact.

• Shape and design efforts across physical, social, digital, and virtual environments through hands-on design and UX strategy.

• Guide UX research, development of prototypes, wireframes, and maintain design quality assurance to ensure seamless implementation.

• Champion and implement human-centered design practices and Design Thinking principles across Digital Experience and related teams.

Thought Leadership & Innovation

• Serve as a visible thought leader in customer-centric approaches, influencing senior stakeholders, including but not limited to, Genentech Machine Learning (ML) Informatics, Compliance, Legal, Privacy, and Roche global counterparts, while driving cultural evolution.

• Champion innovative methodologies to serve customer groups including patients, providers, payers, and healthcare systems.

• Guide the creation of new strategic offerings that anticipate and address evolving business needs.

• Drive collation of inputs to inform policy formation including, but not limited to,