Genentech
Customer Experience (CX) Design Researcher
Genentech, San Francisco, California, United States, 94199
The Position Experience Operations (XO) is a functional group within Genentech Business Operations (GBO) comprised of experts who partner across Commercial, Medical Affairs, and Genentech Access and External Affairs (CMG) to strategize, design, and orchestrate seamless, consistent, and meaningful experiences for Patients, their Healthcare Partners, and our Employees who serve them.
Please ensure you read the below overview and requirements for this employment opportunity completely.Within XO, the Experience Design team serves as a strategic pillar within the Engagement and Experience Design organization. This team focuses on key human-centered design projects, initiatives, and results that provide both strategic value to the brand and high impact for our patients and customers.The OpportunityThe Genentech Experience Design team is seeking a CX Design Researcher who will be responsible for supporting the Experience Design Director in planning and conducting end-to-end customer experience research across the prioritized Experience Operations roadmap.By employing standard processes in Design Thinking and Human Centered Design methodologies, the Design Researcher will be encouraged to present research findings at multiple levels within the organization including the analysis of current state customer experiences, gaps in experiences, qualitative data analysis, metrics, and the comparison of brand experiences across the portfolio of offerings.
As the CX Design Researcher, you will work closely with Business Analysts, Data Analytics Analysts, and Studio Design Lead to resolve transformational opportunities within the patient, other customer, and employee experience.
You will deliver analysis that will drive the experience designs that underpin strategic transformation within the brand through a natural orientation to patient and customer empathy.
The CX Design Researcher will take the lead in capturing insights, and data to support journey analysis and design, and will also conduct CX workshops such as Service Modeling, Micro Journey Mapping, UX, or Design Sprints.
This individual will also play a key role in the preparation of materials preceding these events and post-event read-outs, curating a library of experience journey maps and design documents that can be referred to and updated to inspire a learning environment and continuous improvement.
Compliant data gathering by engaging with patients, advocates, caregivers, customers, employees, or 3rd party partners within different business functions that play a part in a customer journey or touchpoint, working with these personas to identify sources of data and insight that help tells the story of the current state experience. Partners with our SAI organization for macro customer journey and organizational personas.
Data analysis by using a variety of tools to format raw operational data into trends, and groupings to show the experience beneath the surface in order to make data-driven design decisions.
Assembling data and insights to formulate the story of the customer experience and converting that data into visualizations and documentation, or via the creation of a journey framework.
Performing validation within the customer ecosystem and with the internal owners to ensure that the customer journey, process, and interactions are accurately represented.
Coordinate the scheduling and arrangements for Journey Mapping workshops or Design Sprints, including securing the attendance of the right stakeholders at the right time
Assist the Studio Design Lead in facilitating workshops, helping attendees populate frameworks, supporting break-out groups, and maintaining session outputs and documentation as required
Who You AreYou have a Bachelor’s degree in Qualitative UX Research or Design with a concentration on Human-Centered Design, Human Factors (Information Design or Psychology), Human-Computer Interaction, Interaction Design, or a related field.
You have at least 4 to 7 years of related working experience in a CX or UX Research discipline. Also, tangible and credible experience working within a human-centered design practice or CX/UX insights team.
Experience in Google Workspace for MAC, MS Suite, to include Word, Excel, PowerPoint, with additional experience using Jira, Confluence, Adobe Analytics, Medallia or similar.
Experience in CX framework exercises: Journey Mapping, Design Thinking, Facilitating Client facing workshops.
Customer research experience in interviewing, questionnaire design, and documentation.
Digital UX design, design of journeys, or contact center operations in a multi-channel environment.
UX Tools: such as Smaply, UserZoom, User Testing, Prototyping
This position is based in South San Francisco and relocation benefits are not provided.
Preferred SkillsHTML/CSS/JS
Analytics: Adobe Analytics, Medallia, Social Studio, Talkwalker or similar
Content Management: AEM, CQ5 or similar
Process Mapping, Mind Mapping, Visio, or similar
The expected salary range for this position based on the primary location of CA is $112,600 - $209,000. 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#LI-NN2Genentech 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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Please ensure you read the below overview and requirements for this employment opportunity completely.Within XO, the Experience Design team serves as a strategic pillar within the Engagement and Experience Design organization. This team focuses on key human-centered design projects, initiatives, and results that provide both strategic value to the brand and high impact for our patients and customers.The OpportunityThe Genentech Experience Design team is seeking a CX Design Researcher who will be responsible for supporting the Experience Design Director in planning and conducting end-to-end customer experience research across the prioritized Experience Operations roadmap.By employing standard processes in Design Thinking and Human Centered Design methodologies, the Design Researcher will be encouraged to present research findings at multiple levels within the organization including the analysis of current state customer experiences, gaps in experiences, qualitative data analysis, metrics, and the comparison of brand experiences across the portfolio of offerings.
As the CX Design Researcher, you will work closely with Business Analysts, Data Analytics Analysts, and Studio Design Lead to resolve transformational opportunities within the patient, other customer, and employee experience.
You will deliver analysis that will drive the experience designs that underpin strategic transformation within the brand through a natural orientation to patient and customer empathy.
The CX Design Researcher will take the lead in capturing insights, and data to support journey analysis and design, and will also conduct CX workshops such as Service Modeling, Micro Journey Mapping, UX, or Design Sprints.
This individual will also play a key role in the preparation of materials preceding these events and post-event read-outs, curating a library of experience journey maps and design documents that can be referred to and updated to inspire a learning environment and continuous improvement.
Compliant data gathering by engaging with patients, advocates, caregivers, customers, employees, or 3rd party partners within different business functions that play a part in a customer journey or touchpoint, working with these personas to identify sources of data and insight that help tells the story of the current state experience. Partners with our SAI organization for macro customer journey and organizational personas.
Data analysis by using a variety of tools to format raw operational data into trends, and groupings to show the experience beneath the surface in order to make data-driven design decisions.
Assembling data and insights to formulate the story of the customer experience and converting that data into visualizations and documentation, or via the creation of a journey framework.
Performing validation within the customer ecosystem and with the internal owners to ensure that the customer journey, process, and interactions are accurately represented.
Coordinate the scheduling and arrangements for Journey Mapping workshops or Design Sprints, including securing the attendance of the right stakeholders at the right time
Assist the Studio Design Lead in facilitating workshops, helping attendees populate frameworks, supporting break-out groups, and maintaining session outputs and documentation as required
Who You AreYou have a Bachelor’s degree in Qualitative UX Research or Design with a concentration on Human-Centered Design, Human Factors (Information Design or Psychology), Human-Computer Interaction, Interaction Design, or a related field.
You have at least 4 to 7 years of related working experience in a CX or UX Research discipline. Also, tangible and credible experience working within a human-centered design practice or CX/UX insights team.
Experience in Google Workspace for MAC, MS Suite, to include Word, Excel, PowerPoint, with additional experience using Jira, Confluence, Adobe Analytics, Medallia or similar.
Experience in CX framework exercises: Journey Mapping, Design Thinking, Facilitating Client facing workshops.
Customer research experience in interviewing, questionnaire design, and documentation.
Digital UX design, design of journeys, or contact center operations in a multi-channel environment.
UX Tools: such as Smaply, UserZoom, User Testing, Prototyping
This position is based in South San Francisco and relocation benefits are not provided.
Preferred SkillsHTML/CSS/JS
Analytics: Adobe Analytics, Medallia, Social Studio, Talkwalker or similar
Content Management: AEM, CQ5 or similar
Process Mapping, Mind Mapping, Visio, or similar
The expected salary range for this position based on the primary location of CA is $112,600 - $209,000. 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#LI-NN2Genentech 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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