Customer Experience (CX) Architect #4405 at GRAIL

Menlo Park, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

Proficient in using a variety of CX tools and artifacts (e.g., empathy maps, journey maps, customer blueprints, jobs to be done) in storytelling, visualizing the customer experience, and influencing decision-making
Subject matter expert in the CX profession, with experience in research and voice of customer analysis, design thinking, CX prioritization methods, and CX measurement
Knowledgeable and passionate as a customer advocate, representing the voice of the customer (patient, provider, B2B customers, etc.) in cross-functional and experience-driven initiatives

Responsibilities

Understand current state and define future state experiences: Pursue, consume, and synthesize sources of customer research and feedback to understand customer goals, critical needs, activities, pain points, thoughts, and feelings
Use a variety of customer experience tools and artifacts to document, visualize, and tell the story of current and future state experiences
Conceive experience-driven solutions that fulfill customer needs, address known problems, and deliver tangible value/benefit to customers
Paint the picture of the future state, gain agreement to CX initiatives through business cases and cross-functional alignment, and collaborate with cross-functional teams to design and deliver solutions
Contribute to and drive action toward the CX vision and strategic priorities
Own and drive CX point of view and requirements for corporate strategic initiatives: Help define, design, and support the delivery of end-to-end CX excellence across products, services, touchpoints, and B2B implementations
Lead CX sub-teams and/or workstreams in corporate initiatives driven by cross-functional teams (e.g., product roadmap development)
Document and audit CX “launch readiness” for all key commercial launches. Identify risks and gaps, ensure no dead-ends in the experience, propose CX improvements and innovation, and iterate quickly based on market feedback
Plan and execute CX culture-building programs and tactics: Drive a culture of CX-centricity at GRAIL. Plan and execute internal programs that engage all employees in the importance of, and delivery of, customer experiences

Skills

Customer Experience Design

Journey Mapping

User Research

Voice of Customer

Customer Feedback Analysis

Cross-Functional Collaboration

GRAIL

Develops blood tests for early cancer detection

About GRAIL

GRAIL focuses on improving cancer detection through advanced blood tests that identify cancer at its earliest stages, enhancing treatment success rates. The company utilizes high-intensity sequencing to analyze tumor genome data, employing algorithms and deep learning to extract actionable information for early cancer detection. GRAIL differentiates itself from competitors by its commitment to large-scale clinical studies that validate the effectiveness of its tests. The primary goal is to reduce global cancer mortality by enabling early diagnosis, making the disease more treatable.

Menlo Park, CaliforniaHeadquarters

2016Year Founded

$1,765.5MTotal Funding

ACQUISITIONCompany Stage

Biotechnology, HealthcareIndustries

1,001-5,000Employees

Benefits

Outstanding People - Join a team of passionate and dedicated professionals, committed to collaboration, education, and proactive problem-solving.

Strong Compensation - We offer competitive salaries and savings plans to provide for long-term financial planning.

Complete Health Coverage - Take advantage of comprehensive health coverage, with medical, dental and vision, to keep you and your family healthy.

Work-Life Balance - Make everyday life more manageable with flexible time off – we trust you to do great work and take time for yourself.

Risks

Potential overdiagnosis could impact the perceived value of GRAIL's tests.

Significant net losses may affect investor confidence and long-term sustainability.

High test costs may limit accessibility in markets with less healthcare funding.

Differentiation

GRAIL uses high-intensity sequencing for early cancer detection via blood tests.

The Galleri test screens for over 50 cancers with a single blood draw.

GRAIL's tests are supported by large-scale clinical studies ensuring reliability.

Upsides

Collaborations with platforms like Function Health expand Galleri test accessibility.

Revenue from Galleri grew 52% year-over-year, indicating strong market demand.

GRAIL's technology aligns with trends in personalized and preventative medicine.

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