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Principal User Researcher
Diversity & Inclusion

Company: Genentech
Location: San Francisco
Posted on: February 25, 2021

Job Description:

Principal, Patient & Customer Experience Design The Patient & Customer Experience (P/CX) Design Team within the Experience Operations department builds capabilities and facilitates large scale projects to propel CMG's efforts to become more patient and customer centric. The Principal, Patient & Customer Experience Design role is a key player who enables the P/CX Design team to successfully lead, orchestrate and design critical patient and customer solutions that deliver seamless, consistent and meaningful experiences. This individual will lead discovery and design phases of large-scale projects focused on improving patient and customer experience. Additionally, they play a critical role in ensuring a seamless transition from discovery to implementation, helping define pilots and monitor launch success by capturing end user feedback around novel solutions and services. They will also enhance and champion experience design capabilities within CMG. The Principal, Patient & Customer Experience Design is an individual contributor role reporting directly into the Experience Design Team Lead while working across a matrixed organization. This is a continuously evolving environment, high-growth opportunity where you can have an immediate impact within a growing team. The ideal candidate will need strong human-centered design expertise, solid cross-functional leadership skills and prides himself/herself on being visionary, innovative and driving new ways of working. Key Accountabilities Continually builds industry knowledge and P/CX design subject matter expertise and up-skills key internal stakeholders Advances core P/CX capabilities, enabling the organization to compete in the marketplace with more innovative, compelling, and authentic patient and customer experiences. Identifies key experience design challenges and projects across CMG Assists with onboarding new P/CX Design team members, Experience Design vendors and consistently mentor other P/CX Design Managers Acts as champion of this team's work and proactively engaged with Senior Leaders to drive awareness and understanding of this teams' work and to build the pipeline of compelling P/CX design projects Leads and drives vision and strategy with all stakeholders for key large-scale experience design initiatives Designs solutions that provide seamless, consistent and meaningful patient and customer experiences Drives development of solution blueprint that serves as the foundation for all subsequent design, development, and implementation efforts and informs the overall service roadmap Identifies appropriate core and extended team members, and provides cross-functional leadership to ensure project success Provides strategic thought partnership as a consultant on experience challenges to partners across CMG and across the GNE enterprise Stewards P/CX best practices and connects CMG with best-in-class P/CX tools, frameworks, learnings and case studies Partners closely with Patient and Customer Engagement teams to drive a shared experience vision for CMG and to prioritize areas of opportunities Collaborates with VoC service team to ensure compelling opportunities surfaced through direct patient and customer feedback feed into backlog of P/CX design initiatives-- Champions Patient and Experience design capabilities and inspires across CMG and Roche Qualifications-- Bachelor's degree required, MBA or other related graduate level degree preferred 12-15 years of experience across varying roles with the significant time in Customer Experience Design, Behavioral Design or Customer Experience Management Certified customer experience professional (CCXP) preferred Training / significant experience in Human Centered Design and Design Thinking preferred Proven ability to lead and develop cross-functional project teams of diverse expertise Ability to communicate complex concepts simply, and create high quality, simple, visually compelling presentations Strong interpersonal skills to collaborate with a diverse set of team members and stakeholders across different levels of the organization Proven ability to obtain, analyze and use information for effective decision-making Proven ability to establish effective customer and stakeholder relationships with others internal and external to the organization Proven ability to work in a diverse and ambiguous environment Strategic Agility Teamwork and Collaboration Communication Achieving Results Technical and Business Expertise Who We Are Genentech, a member of the Roche group and founder of the biotechnology industry, is dedicated to pursuing groundbreaking science to discover and develop medicines for people with serious and life-threatening diseases. To solve the world's most complex health challenges, we ask bigger questions that challenge our industry and the boundaries of science to transform society. Our transformational discoveries include the first targeted antibody for cancer and the first medicine for primary progressive multiple sclerosis. Diversity and Inclusion (D&I) are critical to the success of our company and our impact on society. We believe that by championing diversity of background, thought and experience, we can foster a sense of belonging and provide an environment where every employee feels valued, included, and able to contribute their best for the patients we serve. We're focused on attracting, retaining, developing and advancing our people to their full potential by rewarding bold ways of thinking and integrating inclusive behaviors into every aspect of our work. The next step is yours. To apply today, click on the "Apply for this job" button. Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page . Digital / E-marketing / New Channels Marketing

Keywords: Genentech, San Francisco , Principal User Researcher
Diversity & Inclusion, Other , San Francisco, California

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