Position Information

Associate Director, Customer Experience Center

Illumina is building a world-class Customer Briefing Center at the headquarters in San Diego, CA. Illumina’s Customer Briefing Center will be a source of inspiration where customers can meet in person with our executives and teams, and get hands-on experience with our innovative products and solutions. The Executive Briefing Center and its customer-focused program will be an immersive experience that creates an impression to inspire, spark conversation, and be a living example of the Illumina brand. The Executive Briefing Center will reflect our commitment to innovation, our market leadership, and our mission.


As Associate Director of the Executive Briefing Center an you will create a welcoming environment, build a team, mentor others toward goal accomplishment, continually develop and sustain cooperative working relationships across all project contributors.



  • Associate Director of the Customer Briefing Center will ensure global consistency, world-class customer experience and operational excellence.
    • Lead the customer experience program build-out as the core team lead. Oversee and maintain responsibility for the facility, including operating infrastructure, customer-focused logistics and relationships with external and internal vendors and partners
    • Work with Executive leadership, Sales, Marketing and other areas of the company to create, plan and execute customized briefings
    • Support corporate sales objectives by providing a professional solutions demonstration and meeting environment in which to conduct the customer briefings
    • Act as a consultant to account managers, from initial briefing request to create an agenda, sourcing discussion leaders and leading prep calls
    • Interface with Marketing to ensure current demos and select appropriate content and media
    • Market and evangelize the Program internally
    • Create and revise processes and procedures in support of the program’s overall objectives
    • Compile, analyze and manage reporting of all significant program metrics
    • Present the corporate overview, demonstrations or other selected agenda items in briefings
    • Manage daily operations of the Customer Briefing Center and team
    • Set program goals and objectives
    • Secure annual funding
    • Capture key Voice of Customer feedback for input to corporate business intelligence systems
  • Works seamlessly across Commercial and the broader organization
  • Be able to present project status to sr. management as needed.
  • Ensure performance standards are achieved or exceeded
  • Ability to plan, organize and meet project deadlines;
  • Ability to work outside of normal business hours.
  • Work in a fast-paced, ever-changing environment.


Listed responsibilities are essential, but not an exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Position: Associate Director, Customer Experience Center
Organization: Illumina
Location: San Diego,  CA 
United States
Posting Start Date:
Date Posted: 9/22/2020
  • Requirements:

  • Additional knowledge of biotech, genomics, regulatory, manufacturing, ISO, TQM, FDA, SAP, building codes is preferred.
  • Global mindset and ensures diverse perspectives are represented
  • Performs well under pressure and deadlines
  • Diplomacy and problem-solving skills, ability to gracefully resolve conflict and/or problem situations
  • Experience interacting with senior internal and external personnel (C-suite and dignitaries)
  • Excellent analytical, communication, and interpersonal skills
  • Customer focus, drive for results, integrity and trust, ethics and values, and business acumen are all necessary behavioral requirements for success.


All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.



10+ years of experience and/or Bachelors degree in a Technical or related field.

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Status: This listing expires on: 3/21/2021
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Organization Information

San Diego,  CA 92122
United States
Christina Hepburn