Executive Director of Patient Experience (PX), Strategy & Experience

About the Role

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.

The Executive Director of Patient Experience, Strategy & Experience is a primary architect of Genentech’s Patient Experience (PX) ambition. This leader is responsible for driving impactful outcomes from two critical functions within PX: Strategy & Governance and Experience Design. They develop and steward a roadmap of the most critical patient barriers to be addressed, incorporating patient insights, input, and research from stakeholders across CMG and Genentech, and aligning on prioritization decisions in partnership with PX governance bodies and steering committees as appropriate. Through their oversight of the Experience Design team, they ensure that future-state solutions align with Genentech’s Patient Experience ambition and strategy, and ensure the organizational conditions exist to design, build, and scale these solutions. With a deep knowledge of the patient experience landscape and external trends, they ensure that strategies and initiatives are guided by a future-oriented perspective. This leader champions and represents the PX vision to CMG and Genentech leadership, proactively driving alignment and securing commitment even when faced with competing, high-stakes organizational priorities.

Responsibilities

• PX Strategy & Roadmap: Partner with leaders across CMG and, based on inputs from DDA Research, PX Business Partners, a deep understanding of the broader market, and other key data sources, steward a comprehensive governance framework to define, steward, and realize the multi-year PX ambition. Ensure the portfolio of initiatives reflects the most critical market shifts, patient needs, and GNE portfolio needs. This includes identifying opportunities to scale solutions across multiple TAs facing similar challenges.
• Direct the prioritization of the PX backlog, making high-level trade-off decisions about which patient barriers will receive design investment and resource allocation, aligning those decisions with direction from CMG Patient Experience governance bodies and steering committees as appropriate.
• Create and maintain a multi-year strategic roadmap for the PX organization that clearly articulates the rationale for work prioritization decisions while ensuring connectivity with TA strategies and roadmaps.
• Lead PX Business Partners to drive an integrated point of view on opportunities across the portfolio, identifying scaled solutions and problems to solve across brands, TAs, and patient populations.
• Influence and Inspire to Achieve PX Ambition: Engage the Head of PX to align enterprise support for PX vision, strategy, and resourcing needs to execute on planned initiatives.
• Communicate the strategic value of PX initiatives, priorities, and roadmap in an inspiring and impactful way to gain active support and commitment from senior leaders in CMG and beyond.
• Represent PX strategies and roadmap in senior leadership forums, including USLT as needed.
• Identify and secure resourcing to achieve outcomes and key results of PX ambition. Secure enterprise-wide functional commitments, in collaboration with RDT and DDA leadership, to ensure the PX roadmap is appropriately resourced.
• Drive cross-functional pull-through of the PX ambition, ensuring that commercial, medical, and access teams are aligned on a single version of the patient journey, and act as an escalation point to resolve misalignment of strategic priorities across the PX ambition and key stakeholders.
• Team Leadership and Performance: Ensure the Strategy and Experience organization delivers outcomes in alignment with the patient experience ambition.
• Lead the Strategy & Governance and Experience Design teams, ensuring team members have what they need to be successful and motivating the delivery of high-quality, high-impact work.
• Establish and cultivate an inspiring culture of belonging, engagement, and connection to the company and team mission to create a ‘great place to work’ through continuous demonstration of leadership commitments.
• Synthesize value stories for the USLT, translating PX performance data into a narrative of business impact, patient outcomes, and competitive advantage.

Qualifications

• Bachelor’s degree required.
• 15+ years of professional industry experience in the pharmaceutical, biotechnology, or related industry.
• 5+ years of people leadership experience, with a demonstrated track record as the leader of complex organizations and teams with deep organizational influence and impact.
• Strong leadership presence, storytelling, and communication skills.
• Proven track record of strategic planning execution, prioritizing, and delivering high-impact projects.
• Deep proven track record of interfacing with, presenting to, and earning buy-in from senior leadership to drive strategic alignment across matrixed organizations.
• Ability to manage high-level trade-offs across a diverse portfolio, act as a "system thinker," and lead as an enterprise leader.
• Strong negotiation skills and ability to influence; excellent problem-solving skills; ability to prioritize between competing demands and find the “critical path” needed to progress initiatives.
• Comfort with technology, and an understanding of how to utilize data and technology to improve patient outcomes.

Preferred Qualifications

• MBA or advanced degree in a related field preferred.

Location

This role is based in South San Francisco and offers a hybrid schedule working 3 days per week on campus. Relocation benefits are not available for this posting.

Pay

The expected salary range for this position based on the primary location (South San Francisco, CA) is $235,100 - $436,500. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance.

Benefits

This position qualifies for the benefits detailed at Genentech’s benefits page.