Genentech is seeking a Voice of Customer Lead!

Genentech is seeking a Voice of Customer Lead. The Portfolio CX team within Genentech Business Operations is seeking a Voice of the Customer (VoC) Service Lead to join us in building out an exciting new VoC program across Genentech. The VoC program systematically captures patient, provider, and organized customer feedback around their experiences with Genentech’s products and services. By detecting patterns, anticipating needs, predicting behavior, and focusing attention, the VoC program plays a vital role in improving customer experience. The VoC Lead will oversee the design, implementation, and optimization of the service, as well as the collection and analysis of customer feedback to advance cross-functional closed loop improvement initiatives. In this role, you will be deeply involved in developing the roadmap of our VoC program, refining it on an ongoing basis, and communicating its status to enterprise-wide executive stakeholders. You are passionate about using the voice of the customer data and insights to facilitate a strong customer experience and to ultimately impact the business growth. As the work product owner of the VoC service, this position will ultimately oversee strategies, capabilities and priorities of the service team, ensuring that it is delivering maximum value to our customers.
(San Francisco, CA)