Sr. Manager, Customer Experience

California Twp, Michigan, United States

Apply with AI Apply

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Healthcare, Life SciencesIndustries

Requirements

The Senior Manager of Customer Experience requires a proven track record in customer experience, strategy, and insights, with experience in matrixed environments and the ability to communicate with influence. Strong analytical skills and executive presence are essential, along with comfort navigating change and a passion for embedding CX thinking into the business. Experience in life sciences, healthcare, or other B2B industries is a strong plus.

Responsibilities

As the Senior Manager of Customer Experience, you will lead customer experience strategy and execution, overseeing the enterprise Voice of Customer (VoC) program and championing a culture of customer centricity across Illumina. This includes designing scalable systems to capture and analyze customer feedback, driving cross-functional alignment and accountability, analyzing diverse customer data to uncover pain points, and leading CX improvement initiatives. You will also be responsible for owning and operationalizing core CX metrics, delivering high-impact presentations, and ensuring all processes and insights align with Illumina’s quality standards and compliance procedures, while leading a team of Customer Experience specialists.

Skills

Customer Experience Strategy

Voice of Customer (VoC)

Data Analysis

Cross-functional Collaboration

Communication

Leadership

Change Management

Customer Journey Optimization

Insights and Narrative Building

Life Sciences

Healthcare

B2B Industry

Illumina

Supports genomics startups through funding and resources

About Illumina

Illumina focuses on fostering innovation in the genomics industry by supporting startups through its Illumina Accelerator program. This program helps entrepreneurs create, launch, and grow genomics-focused companies by providing funding and resources. The accelerator operates in two main locations: the San Francisco Bay Area and Cambridge, UK. Illumina Accelerator has successfully invested in 68 genomics startups, which have collectively raised over $1 billion in venture capital. What sets Illumina apart from its competitors is its strong partnership with leading venture capital investors and its dedicated focus on the genomics sector. The goal of Illumina is to build a thriving ecosystem for genomics innovation, enabling new companies to emerge and advance the field.

San Diego, CaliforniaHeadquarters

1998Year Founded

$27.2MTotal Funding

IPOCompany Stage

Venture Capital, BiotechnologyIndustries

5,001-10,000Employees

Risks

Over-reliance on NVIDIA's AI technology may limit flexibility in AI solution adoption.

Standardizing proteomics data across platforms could challenge Illumina's data reliability.

Single-flow-cell NovaSeq X System might cannibalize sales of higher-end models.

Differentiation

Illumina leads in genomic sequencing with advanced AI integration and multiomic data analysis.

The company offers innovative array-based solutions for DNA, RNA, and protein analysis.

Illumina's global expansion includes a new Global Capability Center in Bengaluru.

Upsides

Collaboration with NVIDIA enhances drug discovery and clinical development through AI integration.

Pilot proteomics program with UK Biobank aims to generate crucial reference datasets.

Single-cell sequencing kits make high-throughput sequencing accessible to smaller labs.

Land your dream remote job 3x faster with AI

Try Jobo Free