Senior Manager, Customer Experience

Employment Type: Full-time

Position Overview

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people worldwide. Our work enables life-changing discoveries that transform human health through early disease detection, diagnosis, and new treatment options. Working at Illumina means being part of something bigger than yourself, with opportunities to make a difference in every role.

The Customer Centricity group is seeking a strategic and dynamic Senior Manager of Customer Experience to lead the Global Customer Experience team. This high-impact role involves setting the vision for customer experience, overseeing the enterprise Voice of Customer (VoC) program, and championing a culture of customer centricity across the organization.

The ideal candidate is a collaborative leader with a proven track record in customer experience, strategy, and insights. They should thrive in matrixed environments, communicate with influence, and translate complex data into compelling narratives for diverse audiences. This role requires partnering cross-functionally with product, commercial, R&D, and support teams to identify and act on opportunities that enhance the end-to-end customer journey.

This position is perfect for someone who combines strong analytical skills with executive presence, is comfortable navigating change, and is passionate about embedding CX thinking into all aspects of the business. Experience in life sciences, healthcare, or other B2B industries is a strong plus.

Key Responsibilities

• Strategy & Execution: Lead customer experience strategy and execution, focusing on measurable impact to customer satisfaction, loyalty, and business outcomes.
• Voice of Customer (VoC): Lead and continuously evolve the enterprise-wide VoC program and related software platforms. Design scalable systems to capture, analyze, and share customer feedback across the organization.
• Metrics & ROI: Own and operationalize core CX metrics (e.g., NPS, OSAT, CES). Demonstrate clear ROI through trend analysis, predictive insights, and impact assessments linking CX improvements to business outcomes.
• Communication & Storytelling: Build compelling dashboards and deliver high-impact presentations that transform complex customer insights into clear, actionable recommendations. Adapt communication style for both executive and frontline audiences.
• Culture Champion: Inspire a culture of customer-centricity by championing the customer perspective in decision-making and embedding CX insights and principles across teams and functions.
• Cross-functional Partnership: Drive cross-functional alignment and accountability by partnering with Commercial, R&D, Service & Support, and Product teams to define CX requirements and influence roadmap priorities.
• Data Analysis: Analyze diverse sources of customer data (e.g., surveys, support cases, social listening, operational metrics) to uncover pain points and improvement opportunities.
• Change Management: Support enterprise-wide change by leading CX improvement initiatives that require navigating ambiguity and adapting to evolving priorities.
• Quality & Compliance: Ensure all processes and insights align with Illumina’s quality standards and compliance procedures.
• Advisory Role: Act as a trusted advisor and internal consultant on CX best practices, equipping teams to leverage insights and improve experiences throughout the customer journey.
• Team Leadership: Lead a small team of Customer Experience specialists to drive towards the Global CX program goals.

Note: Listed responsibilities are essential, but not exhaustive. Responsibilities may change due to business needs.

Requirements

• 8+ years of experience in customer experience, strategy, or related fields.

Company Information

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients. Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

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