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Director, Customer Experience StrategyRoche · South San Francisco
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Roche

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Director, Customer Experience Strategy

🗓️ Posted 2026-10-15 South San Francisco Full-time Hybrid Marketing Communications
💰 Salary Not shared 📊 Market 12,000 CHF–18,000 CHF/mo

About the Company

Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people's lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare - a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world's largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management. Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI). For more information, please visit https://careers.roche.com Read our community guidelines here: https://www.roche.com/some-guidelines.htm Roche Biotechnology Pharmaceuticals Diagnostics Healthcare PersonalisedHealthcare GreatPlaceToWork Innovation Biotechnology Research Specialties: biotechnology, innovation, personalized healthcare, great place to work, diagnostics, pharmaceuticals, research, healthcare, personalised healthcare, diabetes care, genomics, healthcare technology, big data, Science

About the Role

As 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: 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). Lead, 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. 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. Oversee 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. Drive Omnichannel & Digital Integration: Partner with technical, marketing, an

Requirements

  • ● You hold a Bachelor's degree (required).
  • ● You bring 8+ years of dedicated expertise in customer experience insights, co-creation, human-centered design, and/or qualitative research facilitation.
  • ● You possess at least 5 years of specialized experience operating within the healthcare, pharmaceutical, biotechnology, or life sciences industry.
  • ● Evidence 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.
  • ● Exceptional communication skills, the ability to influence without direct authority, and partner with leadership teams based on the insights you develop.
  • ● Understanding of customer data, systems, and relationship management technologies.
  • ● Strong knowledge of the pharmaceutical value chain.
  • ● Master's Degree or MBA in Customer Experience, Public Health, Service Design, Market Research, or a related discipline.
  • ● This role is based in South San Francisco and offers a hybrid schedule working 3 day per week on campus
  • ● Relocation benefits are NOT available for this posting
  • ● The 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.

Benefits

  • ● 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 .