Patient Experience Operating Model Designer
Roche
Summary
As a Patient Experience Operating Model Designer, you will support the activation of innovative patient experiences designed by our Experience Design team by defining the people, process, governance, and capability models required for scalable delivery.
Job description
Key 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 (including patient support workflows, vendor interactions, and reimbursement pathways) 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 in close collaboration with CMG and PAA Activation & Capabilities Enablement.
- 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.
Who You Are
- Hold a Bachelor’s degree in a related field (e.g., Organizational Psychology) 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.
Preferred Experience
- Hold a Master’s degree or MBA in Organizational Development, Systems Engineering, Healthcare Administration, or a related field.
- Demonstrate a track record of supporting patient support operations, contact center transformations, or access/reimbursement process redesigns in a biotech or pharma setting.
- Utilize advanced process mapping tools (e.g., Visio, Lucidchart, Miro) and Agile service blueprinting methodologies to translate strategy into operational execution.
Requirements
- 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 performing process design, service blueprinting, operational readiness assessments, gap analyses, workforce planning, and capability modeling
- Strong systems thinking and structured problem-solving abilities
- Collaborate effectively with cross-functional teams across complex organizational environments
Benefits
- Annual bonus
- Hybrid schedule (3 days on campus)
- Relocation benefits not available
Company overview
Roche is a Swiss multinational healthcare company and a global pioneer in pharmaceuticals and diagnostics, founded in 1896 and headquartered in Basel, Switzerland. As the world's largest biotech company and the fifth-largest pharmaceutical company by revenue, Roche operates through two primary divisions: Pharmaceuticals and Diagnostics. The company is renowned for its leadership in personalized healthcare, combining strengths in both drug development and diagnostic testing to deliver tailored treatments for patients. Roche maintains a strong focus on oncology, immunology, infectious diseases, ophthalmology, and central nervous system disorders, with a portfolio that includes over 30 medicines on the World Health Organization's Model Lists of Essential Medicines. The company owns significant subsidiaries including Genentech, Chugai Pharmaceuticals, Ventana Medical Systems, and Foundation Medicine. With approximately 103,000 employees worldwide and operations in over 100 countries, Roche has established itself as a leader in cancer treatments globally while maintaining a robust pipeline of innovative therapies and diagnostic solutions. The company's commitment to sustainability has been recognized through ten consecutive years as Group Leader in the Dow Jones Sustainability Indices within the Pharmaceuticals, Biotechnology & Life Sciences Industry.