Patient Experience Operating Model Designer

Roche • South San Francisco, CA

5d • $136,900 - $254,200 • Hybrid

About The Position

Public Affairs & Access (PAA) is a multi-disciplinary organization that includes Corporate Communications; Policy, Evidence & Access Strategy; Channel & Contract Management; External Affairs; Patient Experience; and Strategy and Business Operations. Our purpose is to deliver impact through a fully integrated public affairs function that leverages our capabilities and world-class Genentech brand to deliver on our mission for patients and our employees. Patient Strategy aims to create a holistic, cross-functional approach to deliver a best-in-class patient experience that aligns with the portfolio, technology tools, and consumer-driven patient expectations in a rapidly evolving business landscape. As a Patient Experience Operating Model Designer, you will support the activation of innovative patient experiences designed by our Experience Design team by defining the people, process, governance, and capability models required for scalable delivery.

Requirements

• Hold a Bachelor’s degree in a related field (e.g., Organizational Psychology) or equivalent experience.
• Bring 7–10 years of professional experience in pharmaceutical, biotechnology, technology, contact center, or related industries.
• Possess hands-on experience performing process design, service blueprinting, operational readiness assessments, gap analyses, workforce planning, and capability modeling.
• Demonstrate strong systems thinking and structured problem-solving abilities.
• Collaborate effectively with cross-functional teams across complex organizational environments.

Nice To Haves

• Hold a Master’s degree or MBA in Organizational Development, Systems Engineering, Healthcare Administration, or a related field.
• Demonstrate a track record of supporting patient support operations, contact center transformations, or access/reimbursement process redesigns in a biotech or pharma setting.
• Utilize advanced process mapping tools (e.g., Visio, Lucidchart, Miro) and Agile service blueprinting methodologies to translate strategy into operational execution.

Responsibilities

• Partner cross-functionally with Solution Leads, Business Designers, and Strategy & Governance to define the operational implications of new patient experiences.
• Map current-state end-to-end processes across human and digital touchpoints (including patient support workflows, vendor interactions, and reimbursement pathways) to surface friction points, inefficiencies, and compliance risks.
• Translate patient journey designs into detailed operational process maps, future-state service blueprints, and SOP-level documentation.
• Design future-state workflows, cross-functional handoffs, escalation paths, and system integration points in close collaboration with CMG and PAA Activation & Capabilities Enablement.
• Clarify updated role expectations and collaborate with process owners to redesign workflows when new patient experiences require operational change.
• Partner with internal Genentech teams and external vendors to define operational readiness strategies, including transition planning, training inputs, and communication plans.
• Evaluate how third-party vendors and customer platforms integrate into existing workflows, defining process-level requirements for vendor onboarding and governance.

Benefits

• Relocation benefits are not available for this posting.
• A discretionary annual bonus may be available based on individual and Company performance.
• This position also qualifies for the benefits detailed in this link.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level