Customer Experience (Cx) Architect (Contract)

GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is focused on alleviating the global burden of cancer by developing pioneering technology to detect and identify multiple deadly cancer types early. The company is using the power of next-generation sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop its multi-cancer early detection blood test. GRAIL is headquartered in Menlo Park, CA with locations in Washington, D.C., North Carolina, and the United Kingdom. GRAIL, LLC is a wholly-owned subsidiary of Illumina, Inc. (NASDAQ:ILMN). For more information, please visit www.grail.com.

The Customer Experience (CX) Architect is committed to and responsible for conceiving of, choreographing, and supporting the delivery of excellent customer experiences across GRAIL’s products, services, touchpoints, and the broader healthcare ecosystem. This includes identifying high-impact CX improvement and innovation opportunities, working cross-functionally to design and deliver solutions, ensuring cohesion of the end-to-end experience, and representing the voice of the customer in cross-functional initiatives.
You will:

Understand current state & define future state experiences:

• Utilize sources of customer research & feedback to understand customer goals, critical needs, activities, obstacles, thoughts, and feelings & use a variety of customer experience tools to visualize the current and future states.
• Conceive experience-based solutions that fulfill customer needs, address obstacles and deliver value/benefit to customers.
• Define the future state, gain consensus to CX initiatives through business cases and cross-functional alignment, and collaborate with cross-functional teams to build solutions

Own and drive CX point of view and requirements for corporate initiatives:

• Help define, design, and support end-to-end CX excellence for GRAIL's offerings and B2B implementations.
• Lead CX sub-teams and 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:
• implement internal programs that engage all employees in the importance and value of CX in driving GRAIL’s mission.
• Core competencies

The CX Architect is a:

• CX Pro: A strong candidate will be proficient in using an array of CX tools and artifacts (e.g., empathy maps, journey maps, service blueprints, jobs to be done) in storytelling, visualizing customer experience, and influencing decision-making.
• Customer Advocate: The CX Architect is knowledgeable and passionate about addressing customer needs, representing the voice of the customer (patient, provider, B2B customers) in all initiatives, and understanding the “why’s” of consumer behavior.
• Connector: The ideal candidate connects dots across varied customer feedback sources to develop insights and often non-obvious solution opportunities, sees ties between upstream experiences and downstream consequences, ensures cohesion across multi-channel touchpoints, and identifies links across the company and healthcare ecosystem that help inform and improve end-to-end customer experiences.

Your background will include:

Personal characteristics and skills:

• Passion for CX in delivering on GRAIL’s mission
• Ability to build relationships across teams and functions, both internally and externally
• Strong analytical, data-based orientation to making recommendations and supporting decision-making
• Ability to think both the big picture and at the tactical level, from vision and strategy development to hands-on, roll-up-the-sleeves execution

Education and experience:

• Bachelor’s degree; MBA preferred
• Minimum 7 years experience in customer experience and service design, or equivalent experience in product management and marketing with a strong orientation toward consumer/customer research and human-centered design.
• Healthcare or related industry knowledge a plus



We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

GRAIL is an Equal Employment Office and Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Following extensive monitoring, research, consideration of business implications, and advice from internal and external experts, GRAIL has made the decision to require all U.S. employees receive the COVID-19 vaccines as a condition of employment. “Full vaccination” is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a medical condition or disability that prevents them from being vaccinated, can request a reasonable accommodation.

GRAIL, Inc. and its affiliates and subsidiaries ("GRAIL") does not accept any liability for fees for resumes from recruiters or employment agencies (“Agency”), without a binding, written recruitment agreement between GRAIL and Agency describing the services and specific job openings (“Agreement”).  GRAIL may consider any candidate for whom an Agency has submitted an unsolicited resume and explicitly reserves the right to hire those candidate(s) without any financial obligation to the Agency, unless an Agreement is in place.  Any email or verbal contacts with any person within GRAIL is inadequate to create a binding agreement.   Agencies without an Agreement are requested not to contact any hiring managers of GRAIL with recruiting inquiries or resumes.  Agencies interested in partnering with GRAIL may contact GRAIL's HR Department through our Customer Service team.