Patient Experience Ops Model Architect

F. Hoffmann-La Roche AG; South San Francisco (CA); Hybrid; USD 137,000 - 254,000; Full time

Benefits offered by this job

Hybrid schedule

Discretionary annual bonus

Job summary

Genentech, a member of the Roche group, is seeking a Patient Experience Operating Model Designer to join Public Affairs & Access in South San Francisco. The role focuses on defining people, process, governance, and capability models to enable scalable delivery of innovative patient experiences created by the Experience Design team.

You will collaborate with Solution Leads, Business Designers, and Strategy & Governance to map current-state processes, design future-state workflows, and translate

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 7–10 years of professional experience in pharma/biotech or related industries.
• Experience in process design, service blueprinting, and capability modeling.

Responsibilities

• Define operational implications of new patient experiences with cross-functional teams.
• Map end-to-end processes across human and digital touchpoints to surface friction and risks.
• Translate journey designs into operational maps, future-state blueprints, and SOPs.
• Design future-state workflows, handoffs, escalation paths, and system integration points.

Skills

Process design

Service blueprinting

Operational readiness

Gap analyses

Workforce planning

Capability modeling

Systems thinking

Structured problem-solving

Cross-functional collaboration

Education

Bachelor's degree

Master’s degree / MBA (preferred)

Tools

Visio

Lucidchart

Miro

Job description

Genentech, a member of the Roche group, is seeking a Patient Experience Operating Model Designer to join Public Affairs & Access in South San Francisco. The role focuses on defining people, process, governance, and capability models to enable scalable delivery of innovative patient experiences created by the Experience Design team.

You will collaborate with Solution Leads, Business Designers, and Strategy & Governance to map current-state processes, design future-state workflows, and translate