Sheeraz Siddiqui

Head of Service Provider Oversight Genentech

Sheeraz Siddiqui brings over 20 years of experience in Drug Substance and Drug Product manufacturing, with a proven track record as a visionary production leader. Currently serving as Director, Head of Service Provider Oversight at Genentech, Inc. (Roche), Sheeraz oversees all GMP-related vendor and field service activities, including GMP cleaning, vendor qualification, contract management, and ongoing oversight of service providers.

Over his 24-year tenure at Genentech, Sheeraz has held multiple leadership roles within manufacturing, consistently driving operational excellence and compliance. He holds a Bachelor of Arts in Business from the University of California, Hayward, and is a graduate of the Quality Certification Program.

Day 1: The AI-Powered Service Revolution

1:50 PM Track B: Workshop 8: Creating a Customer-Centric Service Culture

In an increasingly competitive marketplace, placing the customer at the heart of every decision is essential for service organizations aiming to build loyalty and drive growth. This panel brings together industry leaders to explore how to map the customer journey, identify critical pain points, and develop strategies that consistently exceed customer expectations at every interaction. Attendees will gain insights into implementing a customer-centric mindset across teams and processes, ensuring every touchpoint delivers value and fosters lasting relationships.

Key Takeaways:

Learn how to map all customer touchpoints to uncover hidden friction and opportunities for improvement, enabling a seamless and personalized experience.
Understand how training and autonomy enable employees to act decisively and empathetically, turning challenges into positive customer moments.
Discover methods to systematically collect, analyze, and act on customer insights to drive continuous service enhancements.
Shift focus from traditional operational KPIs to customer-centric measures that reflect satisfaction, effort, and loyalty.

Check out the incredible speaker line-up to see who will be joining Sheeraz.

Download The Latest Agenda