Customer Experience (CX) Enablement Manager

Customer Experience (CX) Enablement Manager

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 Manager is responsible for designing and executing customer-centric research and strategic insights that enable Genentech to deliver optimized, data-informed customer experiences. This role will work cross-functionally to identify pain points, uncover opportunities for innovation, and embed industry best practices into the design and continuous improvement of customer journeys. By leading qualitative and quantitative research initiatives, developing strategic artifacts, and enabling a scalable approach to insight generation, this leader ensures that business decisions are grounded in evidence and aligned with enterprise objectives. The CX Enablement Manager brings together expertise in customer behavior, data analysis, and design thinking to enhance the organization's ability to deliver high-impact, personalized experiences in a fast-evolving, regulated environment.

Key Responsibilities

• Conduct required external research to address business questions, ensuring alignment with organizational goals.

• Establish research best practices and standards through understanding industry best practices and benchmarks to enable internal and external research activities and inform strategic decision-making.

• Establish a menu of repeatable processes to leverage and execute in strategy and design work.

• Create and own artifacts (e.g., discussion guides, surveys) to aid in user experience research.

• Conduct internal research and benchmarking to identify areas for improvement and innovation.

• Produce reports and white papers on key topics, such as the state of patient and customer reports, to inform stakeholders and guide strategic initiatives.

• Leverage technology to streamline, optimize, and standardize research processes, ensuring efficiency and accuracy.

• Collaborate with cross-functional teams to implement research findings into actionable strategies.

• Ensure that research and strategy initiatives are executed effectively and align with the company's product-oriented model.

• Organize and conduct customer tests/interviews to validate assumptions/questions and test new journeys (e.g., ethnographics, focus groups, in-depth interviews).

• Quarter-back survey design and analysis of results (e.g., segmentation, quantitative design research, behavioral research, conjoint analysis).

• Collaborates closely with brand teams and cross-functional teams to identify pain points and opportunities for improvements in the customer journey.

• Comply with all laws, regulations, and policies that govern the conduct of Genentech activities.

Who You Are

Minimum Candidate Qualifications & Experience

• Bachelor's degree in design, market research, business, or a related field.

• 5 years in customer experience research, strategy, or a related role.

• Proven expertise in conducting both qualitative and quantitative research, including external market analysis and internal benchmarking.

• Demonstrated ability to create repeatable, scalable research processes and frameworks.

• Proficiency in research tools and platforms (e.g., Qualtrics, Tableau, or similar).

• Strong analytical skills to synthesize data into actionable insights and strategic recommendations.

• Excellent communication skills to present findings through reports, white papers, or executive briefings.

• Familiarity with leveraging technology to optimize research methodologies and processes.

Additional Desired Candidate Qualifications & Experience

• Advanced degree or equivalent experience (e.g., Master's in Design Strategy, MBA, or related field).

• Experience in the healthcare, pharmaceutical, or other regulated industries.

• Knowledge of CX frameworks and methodologies (e.g., Design Thinking, Service Design).

• Experience producing high-impact reports on industry topics, including customer or patient-focused studies.

• Familiarity with industry best practices and benchmarks in customer experience and design strategy.

• Expertise in using visualization tools (e.g., Adobe Creative Suite, Miro) to enhance reporting and presentations.

Location

• This position is based in South San Francisco, CA, however a remote work option will be considered for US candidates who live outside of the Bay Area.

• Relocation Assistance is not available

The expected salary range for this position based on the primary location of South San Francisco, CA is 108,710 - 155,300 - 201.890. 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.

Benefits

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Genentech 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.

If 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.