{"id":3237050,"url":"https://alion.io/job/genentech-director-customer-experience-strategy","title":"Director, Customer Experience Strategy","company":{"id":1757810,"name":"Genentech","domain":"gene.com","url":"https://alion.io/company/gene-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":29,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Biotech","role_family":"Biotech","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["South San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":247000,"max_usd":431000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":375},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-15T00:00:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-27T20:40:03Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"The Opportunity\nAs the Director, Customer Experience (CX) Strategy, you will lead the transformation of how Genentech connects with patients, healthcare providers, and caregivers across our Commercial, Medical Affairs, and Public Affairs & Access (CMG) organizations. Joining our Digital Experience organization, you will lead and scale a high-impact team of CX Strategists, integrating human-centered design, cutting-edge digital engagement, and omnichannel solutions into the fabric of enterprise decision-making. In this role, you will:\n Architect CX Strategy & Governance: Establish frameworks and engagement models for how the CX Strategy team partners with cross-functional leadership, aligning experience initiatives to enterprise objectives and key results (OKRs).\nLead, Mentor & Scale Talent: Build, coach, and inspire a world-class team of CX Strategists, guiding their professional development from tactical execution partners to strategic enterprise influencers.\n Embed Human-Centered Design: Facilitate internal co-creation workshops and qualitative/quantitative research (interviews, surveys, focus groups) to translate direct voice-of-patient and voice-of-customer insights into tangible digital experiences.\nOversee Core CX Assets: Direct the creation, scaling, and operationalization of comprehensive customer journey maps and personas to drive unified decision-making across brands and therapeutic areas.\nDrive Omnichannel & Digital Integration: Partner with technical, marketing, and medical stakeholders to translate customer needs into robust technical requirements, maximizing the impact of enterprise technology and digital platforms.\nMeasure Business & Customer Impact: Establish rigorous operational and experience metrics, monitoring CX performance across initiatives to ensure measurable improvements in customer satisfaction, access, and brand engagement.\nChampion Cross-CMG Alignment: Serve as the strategic bridge and executive escalation point across Commercial, Medical, and Government teams, negotiating trade-offs to deliver an empathetic, compliant customer journey.\nWho you are\nYou hold a Bachelor's degree (required).\nYou bring 8+ years of dedicated expertise in customer experience insights, co-creation, human-centered design, and/or qualitative research facilitation.\nYou possess at least 5 years of specialized experience operating within the healthcare, pharmaceutical, biotechnology, or life sciences industry.\nEvidence of advanced experience as a thought leader with an innovative mindset, constantly challenging the status quo to deliver competitive advantages and create meaningful value for patients and providers.\nExceptional communication skills, the ability to influence without direct authority, and partner with leadership teams based on the insights you develop.\nExperience designing customer-centric experiences through the customer decision journey. \nExperience measuring customer experience to understand and evolve the experience. \nExperience leveraging CX insights to inform strategic direction and decisions to optimize business processes.\nUnderstanding of customer data, systems, and relationship management technologies. \nStrong knowledge of the pharmaceutical value chain.\nPreferred\nMaster’s Degree or MBA in Customer Experience, Public Health, Service Design, Market Research, or a related discipline.\nLocation\nThis role is based in South San Francisco and offers a hybrid schedule working 3 day per week on campus\nRelocation benefits are NOT available for this posting\nThe expected salary range for this position based on the primary location of South San Francisco, CA is $177,200/yr to $329,200/yr. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.\nBenefits\nGenentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.\nIf you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.","description_format":"text","description_chars":4596,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Biotechnology","Health Care","Care Coordination & Population Health"],"lifecycle":[{"event":"open","at":"2026-10-25T12:44:42Z"}],"visa":[],"liveness":{"score":57,"band":"ok","label":"Likely open","p_open":1,"p_active":0.631,"p_room":0.9,"age_days":12,"expected_fill_days":23,"reasons":["conf:1","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/genentech-director-customer-experience-strategy","json_url":"https://alion.io/job/genentech-director-customer-experience-strategy.json","meta":{"generated_at":"2026-10-27T21:16:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12524,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1757810},"rest":"https://alion.io/mcp/rest/get_company?id=1757810"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenentech-director-customer-experience-strategy"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenentech-director-customer-experience-strategy"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenentech-director-customer-experience-strategy"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/genentech-director-customer-experience-strategy\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenentech-director-customer-experience-strategy"}]}