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Customer Experience Design Senior Manager (Global Marketing Senior Manager)


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Amgen’s Customer Experience (CX) group is recruiting for a Customer Experience Design Senior Manager, located in Thousand Oaks, California. The role involves identifying customer needs and defining requirements for beyond-the-molecule innovations that result in the best outcomes for people managing illness and disease. This person will work within an integrated CX team with complementary expertise.

Founded in 2013 the Customer Experience (CX) group is part of Global Marketing and adds a critical capability of human-centered design to Amgen’s innovation approach. There are three areas of CX responsibility: 1) In collaboration with product teams, CX applies design thinking methods of research, ideation and iteration to ensure prioritized Amgen therapies meaningfully meet the needs of patients and providers at launch and evolve through life cycle management to improve the customer experience; 2) In partnership with cross-functional teams, CX provides customer requirements for development of drug delivery platforms and digital health platforms; 3) CX creates and pilots customized design frameworks and tools to effectively work within Amgen’s culture and in partnership with commercialization scales design capabilities across business units and regions.

The CX Design Senior Manager role may cut across areas of CX responsibility. This strategic role develops a deep understanding of the diverse needs of patients, families, providers, and communities within disease areas. The Senior Manager will apply design thinking methods to define and prototype optimal customer experiences in close partnership with product teams and “enabler” groups such as operations engineers, digital health, and others in innovation. The Senior Manager will lead programs, foster team integration, and leverage CX best practices.

Working within a highly regulated pharmaceutical arena, the role involves clear communication with a range of internal stakeholders including Product Teams, Global and Regional Business leaders, Operations and Clinical Development leaders, and Regulatory and Legal partners. Responsible for the quality of multiple and concurrent projects with critical deadlines, the CX Design Senior Manager will quickly adjust priorities and methods as needed. The role clearly defines program objectives and deliverables as well as troubleshoots potential risks. To leverage the full potential of CX expertise, the role taps CX members when appropriate for collaboration and will select and manage vendors to achieve the best possible results.

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