Patient Experience Operating Model Designer

About the role

Genentech's Public Affairs & Access (PAA) group is looking for a Patient Experience Operating Model Designer in South San Francisco. The role supports the activation of patient experiences designed by the Experience Design team by defining the people, process, governance and capability models needed for scalable delivery. The position is hybrid, with three days per week on campus, and relocation benefits are not available.

Key responsibilities

• Partner 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 operational process maps, future-state service blueprints and SOP-level documentation.
• Design future-state workflows, handoffs, escalation paths and system integration points with the CMG and PAA Activation & Capabilities Enablement team.
• Clarify role expectations and help redesign workflows when new patient experiences require operational change.
• Work with internal Genentech teams and external vendors on operational readiness, including transition planning, training and communication plans.
• Evaluate how third-party vendors and customer platforms fit into existing workflows and define vendor onboarding and governance requirements.

Required profile

• Bachelor's degree in a related field (e.g. Organizational Psychology) or equivalent experience.
• 7-10 years of professional experience in pharmaceutical, biotechnology, technology, contact center or related industries.
• Hands-on experience in process design, service blueprinting, operational readiness assessments, gap analysis, workforce planning and capability modeling.
• Strong systems thinking and structured problem solving, and ability to work with cross-functional teams.
• Preferred: Master's degree or MBA in Organizational Development, Systems Engineering, Healthcare Administration or a related field, and a track record supporting patient support operations, contact center transformation or access/reimbursement process redesigns.

Required skills

• Advanced process mapping tools such as Visio, Lucidchart or Miro
• Agile service blueprinting methodologies

What we offer

• Salary range of $136,900 - $254,200 depending on experience, qualifications and location, with a possible discretionary annual bonus.
• Hybrid schedule of three days per week on campus.