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About the Role
As a Patient Experience Operating Model Designer, you will support the activation of innovative patient experiences by defining the people, process, governance, and capability models required for scalable delivery.
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 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.
- 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.
Requirements
- Hold a Bachelor’s degree in a related field 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.
Skills
- Process design
- Service blueprinting
- Operational readiness assessments
- Gap analyses
- Workforce planning
- Capability modeling
- Systems thinking
- Structured problem-solving
- Cross-functional collaboration
- Process mapping tools (e.g., Visio, Lucidchart, Miro)
- Agile service blueprinting methodologies
Location
- South San Francisco
Work Type
- Hybrid
Experience Level
- 7-10 years
Education Level
- Bachelor's degree in a related field or equivalent experience
- Master's degree or MBA in Organizational Development, Systems Engineering, Healthcare Administration, or a related field (Preferred)
Salary/Compensations
- $136,900 - $254,200
Benefits
- Discretionary annual bonus may be available
- Benefits detailed in this link
About the Company
- 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.
Equal Opportunity
- Genentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence.
- The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.
- If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.