Principal, Digital Patient Experience

South San Francisco
California, United States of America

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The Position

 Position Summary

The digital center of excellence is a functional group within Genentech Business Operations (GBO) comprised of experienced digital experts who partner across Commercial, Medical Affairs and Government Affairs (CMG) to orchestrate and deliver integrated digital customer experiences that drive measurable business outcomes.

The Principal will report to the Functional Head and will be accountable for partnering and influencing senior leaders to ensure integrated, high-value digital customer experiences for patients across CMG.

Within the center of excellence and across the CMG network, the Principal will serve as the subject matter expert on patient digital experiences. This individual will be responsible to coach and share knowledge across the network.

Key Responsibilities

  • Is the subject matter expert for the functional area on patient digital experience

  • Serves as a critical member of the Functional Head’s leadership team

  • Works with senior leaders (USLT members, Forum members) to meet our CMG patients where they are in digital channels in order to deliver relevant messages, campaigns, and programs that engage and drive business impact.

  • Decides and drives digital customer experience best practices within the digital center of excellence and across CMG

  • Influences planning and channel mix design for launches, influencing optimization strategies throughout the year to increase impact to customers and to business

  • Competes in the marketplace with innovative and compelling digital customer experiences, especially where we have limited resources or access to compete in more traditional field-based channels.  This leader will help leaders recognize, prioritize, and seize opportunities to communicate to our targeted patient audiences in more authentic, relevant, effective, and efficient non-personal channels than our competition.

  • Leverages expertise to translate high-level business strategy and patient need into the development and execution of the optimal end-to end customer experience

  • Leads fit for purpose and flexibly deployed work teams across the CMG network based on their areas of expertise. May also lead a Community of Practice for their subject matter expertise.

  • Coaches and advises Directors and Team Leads on subject matter expertise to grow expertise across CMG teams

Skills and Competencies

  • Data and insight-driven experience identifying and maximizing opportunities for digital engagement and relationship management strategies to reach and engage patients directly - and in partnership with field, healthcare providers, and organized customers - in order to drive measurable business and patient outcomes

  • Deep expertise designing, developing, and launching integrated customer experiences across digital channels (i.e. paid promotion, social media, web, mobile, email, etc.) as well as demonstrated expertise measuring performance and optimizing channel mix and campaign messaging based on customer satisfaction, behaviors, channel affinity, and business valued actions.

  • Deep expertise with digital customer experience best practices, along with working knowledge of the digital COE marketing technology stack, processes, workflow, and measurement tools in order to efficiently design, measure, and maximize multichannel campaign performance

  • Deep knowledge of the healthcare ecosystem including health economics, policy, and the regulatory environment

  • Deep knowledge of each customer type (e.g. HCPs, patients, payers, IDNs, distributors, pathways) and how they run their business

  • Ability to think with an enterprise mindset

  • Ability to influence and inspire individuals and teams across the CMG network, from front-line employees to the executive level

  • Ability to flex and thrive in an ambiguous environment undergoing transformational change

  • Strong customer orientation and focus

  • Strong financial acumen and analytical skills to effectively interpret and utilize quantitative and qualitative data to shape strategies and tactics

Recommended candidate profile

  • Bachelors degree in Marketing or Communications preferred

  • MBA or other related graduate level degree preferred

  • 12-15 years experience with the majority working in a digital marketing, communications, and/or operations function

  • Experience in the managed care, pharmaceutical or biotech industry

  • Experience in creating patient communication strategies, plans and tactics that have strengthened business and patient results


Who We Are

A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 40 years, using human genetic information to develop novel medicines for serious and life-threatening diseases. Genentech has multiple therapies on the market for cancer & other serious illnesses. Please take this opportunity to learn about Genentech where we believe that our employees are our most important asset & are dedicated to remaining a great place to work.

The next step is yours. To apply today, click on the "Apply online" 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.

At Genentech, we share salary ranges with applicants during the recruiting process, if requested. Third party salary estimates may not be accurate or up-to-date.

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