Senior Director, Patient Experience Design

About the Role

We’re passionate about delivering on our promise to improve the lives of patients and create healthier communities for all. 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 the Genentech brand to deliver on our mission for patients and employees.

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.

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.

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.

Preferred Qualifications

• 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.

Location

This role is based in South San Francisco and offers a hybrid schedule working 3 days per week on campus.

No relocation benefits are available for this posting.

Pay

The expected salary range for this position based on the primary location of CA is $198,900 - $369,300. 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 the provided link.