Customer Co-Creation Principal

The Position

Customer Co-Creation Principal - SSF, CA

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.

The Opportunity:

The Customer Co-Creation Principal will directly engage at an enterprise-level to ensure continuous evolution and consistency in Genentech’s customer experience strategies and tactics. The Principal is a transformative leader responsible for shaping the future of how Genentech connects with patients, providers, and caregivers. The individual in this position plays a critical role in driving Genentech’s direction by elevating patient and customer centricity.

By harnessing human-centered design, digital innovation, and co-creation methodologies, this role ensures the customer voice is not just heard but embedded into our digital solutions, engagement strategies, and omnichannel tactics.

The individual in this position will bridge the gap between high-level enterprise strategy and operational execution, working across commercial, medical, and government to drive a seamless, compliant, and deeply empathetic customer experiences.

This individual will develop customer strategies with a patient-centric lens, and lead pull-through with select commercial, medical, and government (CMG) teams. This role will engage with CMG leaders to educate on customer engagement strategies, influence pull-through, and synthesize feedback, as well as consult and guide requests for direction and support.

Key Roles & Responsibilities:

• Lead co-creation workshops and research activities (interviews, surveys, focus groups) to translate raw data into tangible artifacts like journey maps and personas that inform business decision-making.

• Envisions what could be with an entrepreneurial mindset; relentlessly leads and drives change to create and align approaches, systems, and processes to deliver a superior customer experience.

• Support and evolve cross-CMG vision, philosophy, and standards for delivery of inspiring customer experiences and constantly ensuring CMG and Affiliates are tenacious in meeting customer needs.

• Understand, represent, and provide thought leadership on the customer experience across CMG.

• Support creation and delivery against a customer experience roadmap, driving prioritization and tradeoffs, and negotiating cross-functional solutions across therapeutic and functional senior leaders to enable an aligned enterprise approach.

• Deeply understands the future state journeys across Health Care Provider, Patient, Customer, & Access perspective, our customer touch-points, and the data and systems required to build and optimize them;

• Familiar with Genentech infrastructure and able to mobilize/think at an enterprise-level and navigate the organization across various commercial stakeholders.

• Sees connections across products and functions, holds an enterprise perspective to balance specific product and functional needs with cross-portfolio opportunities to design optimal approaches.

• Influence on behalf of patients across Genentech to drive cross-functional solutions that improve the customer experience.

• Aligns and leverages relevant perspectives, resources, and approaches across CMG to deliver optimal impact. Acts with an outcome-orientation and accountability.

• Oversee translation of customer and function requirements into technical needs; lead technical experts to ensure key technology investments deliver against expectations.

• Leverage internal/external analytics to amplify customer voice and drive positive impact on the customer experience.

• Serve as a center of excellence to define, develop, coach, train, and reinforce this capability in CMG.

• Support a thriving, collaborative network of customer facing groups across CMG; provide consultative support from select teams.

• Manage the end-to-end delivery and budget of co-creation programs, overseeing external vendor partnerships to ensure operational excellence, scalability, and compliance.

• Collaborate within a highly matrixed ecosystem and communicate with stakeholders along…