Senior Director, Patient Experience Design

Genentech•Daly City, CA

2d•$198,900 - $369,300•Hybrid

About The Position

The CMG 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 the Senior Director of PX Design, you will be accountable for the successful delivery of prioritized patient experiences by the Experience Design team. What you can expect in this role at Genentech: Own the cohesive, end-to-end patient experience for Genentech, ensuring all new services, technologies, and system blueprints align with broader service principles. Direct the end-to-end design lifecycle, synchronizing Solution Leads, Operating Model Designers, and cross-functional team members from ideation to scaling. Assess and recommend investment trade-offs on potential experience options in coordination with PX Solution Leads and PX Strategy & Governance. Serve as the primary escalation point for cross-functional partners (Legal, HCO, US Medical, CE, CPO, DDA, PAA) to resolve design friction points and regulatory hurdles. Oversee vendor strategy and appropriate selection decisions to maintain a holistic model for external vendor integration within the patient experience. Partner with RDT, DDA, PAA Activation & Capabilities Enablement, Business Designers, and PX Delivery Leaders to validate economic and operational viability, establishing a feedback loop between delivery and design. Coach and develop a high-performing team of Solution Leads and Operating Model Designers while managing resource allocation and standardizing the PX Design Toolkit.

Requirements

Hold a Bachelor’s degree in a related field or equivalent experience (advanced degree preferred).
Bring 12-15 years of experience in experience design, preferably within biotech, pharma, healthcare, or a related industry.
Possess 5+ years of direct people leadership experience, including a demonstrated ability to lead experience design work.
Demonstrate a strong ability to drive results by leading with influence across cross-functional teams in matrixed environments.
Show proven experience with resource allocation, budget management for strategic priorities, and evaluating potential growth investments.

Nice To Haves

Advanced degree (Master’s or MBA) in Design, Healthcare Administration, Strategy, or a related field.
Deep knowledge of operating model principles, service design frameworks, and healthcare access/reimbursement ecosystems.
Tech-savvy leader with familiarity in AI-enabled tools, digital health platforms, and consumer-driven healthcare expectations.

Responsibilities

Own the cohesive, end-to-end patient experience for Genentech, ensuring all new services, technologies, and system blueprints align with broader service principles.
Direct the end-to-end design lifecycle, synchronizing Solution Leads, Operating Model Designers, and cross-functional team members from ideation to scaling.
Assess and recommend investment trade-offs on potential experience options in coordination with PX Solution Leads and PX Strategy & Governance.
Serve as the primary escalation point for cross-functional partners (Legal, HCO, US Medical, CE, CPO, DDA, PAA) to resolve design friction points and regulatory hurdles.
Oversee vendor strategy and appropriate selection decisions to maintain a holistic model for external vendor integration within the patient experience.
Partner with RDT, DDA, PAA Activation & Capabilities Enablement, Business Designers, and PX Delivery Leaders to validate economic and operational viability, establishing a feedback loop between delivery and design.
Coach and develop a high-performing team of Solution Leads and Operating Model Designers while managing resource allocation and standardizing the PX Design Toolkit.