Reporting to the Senior Vice President of Genentech Business Operations, this senior leadership position is accountable for defining and monitoring the standards for the patient and customer experience we create across US Commercial, Medical, and Government Affairs (CMG); driving and ensuring cross-CMG orchestration of patient and customer engagement to enable that experience; and executing effective, efficient, and compliant delivery in several key engagement channels.
Experience Operations (XO) is CMG’s operational engine to enable leading patient and other customer experiences, backed by unsurpassed omnichannel capabilities and effective and efficient execution within and across patient and other customer engagement. XO comprises centers of excellence in patient and customer experience and engagement design and co-creation; Cx platforms, systems, and digital solution enablement; end-to-end content management; business process excellence; digital and other engagement channels (web, social, mobile, relationship marketing, inside sales, samples, events, and beyond); and omnichannel orchestration. This combined team guides and enables Marketing, Customer Engagement, Medical Affairs, Public Affairs & Access, and all other patient- and customer-facing teams across CMG to shape and drive a seamless, consistent, meaningful, and compliant experience for patients and customers across interactions with us. The team is specifically accountable to:
Key Duties and Responsibilities:
LEAD
GROW
DEPLOY
DELIVER
Capabilities:
Required Qualifications and Experience:
Desired Additional Experience:
Operating Principles:
Genentech is an equal opportunity employer, and we embrace the increasingly diverse world around us. Genentech prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status.
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