Director, Customer Experience Strategy
Core
Lead the transformation of how Genentech connects with patients, healthcare providers, and caregivers by integrating human-centered design and omnichannel solutions into enterprise decision-making.
Role type
Director, Customer Experience Strategy (Healthcare)
Builds
Comprehensive customer journey maps, personas, and omnichannel digital engagement frameworks.
Domain
Healthcare / Pharmaceutical / Biotechnology
Deliverable
product features
Required skills
Customer experience strategy, human-centered design, qualitative/quantitative research, customer journey mapping, omnichannel integration, stakeholder management, strategic planning, data analysis, pharmaceutical value chain knowledge.
Preferred skills
MBA or Master's in Customer Experience/Public Health/Service Design, thought leadership experience.
Technologies
Customer data systems, relationship management technologies.
Responsibilities
Architect CX Strategy & Governance, Lead, Mentor & Scale Talent, Embed Human-Centered Design, Oversee Core CX Assets, Drive Omnichannel & Digital Integration, Measure Business & Customer Impact, Champion Cross-CMG Alignment.
Seniority
Director, strategic leadership & team scaling