Vice President of Patient Experience

The Position

Vice President of Patient Experience

Reports to : Sr. Vice President, Public Affairs and Access

Department : Public Affairs and Access

Location : South San Francisco, CA

Note: Relocation benefits are available for this role

Why Genentech

​​​​​​​We’re passionate about delivering on Our Promise to improve the lives of patients and create healthier communities for all. We foster a culture of inclusivity, integrity and creativity while boldly pursuing answers to the world’s most complex health challenges and transforming society.

Role Summary

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 Commercial, Medical and Government Affairs (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.

The Vice President  of Patient Experience (PX) will act as the principal architect of Genentech’s enterprise-wide Patient Experience, driving our transformation and ambition to ensure we serve as trusted champions for our patients. This leader will champion a holistic, horizontal strategy across our expanding portfolio and enable the delivery of exceptional experiences for current and future patients. The Vice President  of PX will also effectively partner and influence across CMG, acting as the strategic orchestrator across the enterprise. They will sense evolving and future patient needs and stay abreast of relevant technology trends, leveraging these insights to provide strategic recommendations to meet GNE goals. This role serves as the enterprise integrator of the patient experience, ensuring that strategy and governance, experience design, the Genentech Patient Foundation, and PX Delivery operate as a cohesive system to remove barriers to access and improve patient outcomes at scale. Within CMG, this leader is accountable for driving cross-functional alignment, resolving tradeoffs, and securing the resources required to deliver a differentiated, technology-enabled patient experience across the portfolio. By championing digital innovation and building a high-performance, inclusive culture across global sites and distributed teams, the Vice President of PX ensures that PX initiatives are not only strategically prioritized but effectively pulled through across CMG functions to maximize patient outcomes, and reach more than 320,000 patients.

The Opportunity

In this role, you will lead across several critical strategic areas:

Strategic Leadership and Vision

- Own and steward a future-focused enterprise ambition for Genentech’s patient experience, establishing a clear and unified vision for how Genentech supports patients across the portfolio and lifecycle. Communicate this vision with leaders across Genentech, influencing and motivating to secure buy-in, support, and resourcing for prioritized PX initiatives.
- Develop and deliver patient interventions tailored to the vision for Genentech’s patient experience and core Journey Archetypes, taking into consideration the breadth of Genentech’s current and future portfolio, patient and market access barriers, and organizational and people priorities.
- Represent Genentech externally and internally as a thought leader in patient experience, driving the organizational shift from treating patients to proactively supporting “Whole Health” and leveraging innovation, data, and leading practices to reach previously “invisible” patient populations.
- Ensure the PX strategy and roadmap are clearly defined, prioritized, and aligned to CMG objectives, and that Genentech’s approaches are resilient against evolving market dynamics (e.g., Medicare Part D shifts, novel payer/employer exclusions).
- Adapt enterprise engagement strategies to dynamic patient mindsets to ensure highly personalized, empathetic support at the point of need.
- Identify and capitalize on market opportunities to strategically position GNE’s portfolio against competitors.
- Apply deep knowledge of Genentech’s current and future portfolio and relevant aspects of the healthcare market to ensure that patient needs are being anticipated and addressed.

Collaborate With and Influence Genentech and Roche Leaders

- Serve as the primary representative of the PX organization to CMG leadership, PAA Leadership Team, USLT, USLT +1, Roche Global leadership, and other groups of senior stakeholders as needed, clearly communicating the PX vision and shaping enterprise priorities and decisions.
- Drive alignment across Squads, CMG, and enterprise & Global functions to ensure coordinated execution of patient experience priorities across therapeutic areas.
- Engage regularly with Roche Global leadership to share learnings from the PX organization and stay apprised of patient- and technology-related considerations at the Global level.
- Set the enterprise direction for the patient experience and hold senior leaders accountable for alignment to a single, cohesive patient journey, intervening directly where alignment cannot be achieved through standard governance.
- Own enterprise-level prioritization and trade-off decisions to secure the funding, capacity, and capabilities required to deliver the PX roadmap, resolving conflicts that cannot be addressed within standard planning and governance processes.
- 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 acting as an escalation point to resolve misalignment of strategic priorities.

Leading with Technology and Digital Solutions

- Incorporate knowledge of evolving digital, data, and technology trends and capabilities into strategic planning for the PX organization, championing the adoption of new tools and the development of digitally enabled, data-informed, forward-looking patient experiences.
- Act as a strategic orchestrator in deep partnership with Digital, Data, and Analytics (DDA), applying advanced data infrastructure and AI to translate complex analytics into actionable, consumer-grade service innovations.
- Champion the rollout of omnichannel, scalable, and technology-enabled patient experiences by strategically deploying prioritized digital first concepts and other technology, data, AI, and digital solutions.
- Partner with other senior leaders to oversee the strategic integration of Direct-to-Patient (DTP) distribution models and digital partnerships to accelerate therapy access, eliminate logistical barriers, and provide personalized education and transparent pricing directly to patients.
- Lead the organization through ongoing change and maintain a forward-looking perspective on emerging ecosystem technologies (e.g., predictive drop off detection, agentic AI, and EHR integrations) to continuously reduce friction in the patient journey, improve patient outcomes, and drive operational efficiency.

Patient Experience Outcomes and Business Impact

- Own enterprise-level patient experience outcomes, driving accountability for critical business impacts such as reduced time to treatment initiation, decreased prescription abandonment, and sustained long-term therapy adherence across the portfolio.
- Adopt a best-in-class Voice of the Client/Patient (VoC) program to capture, analyze, and act on patient input in real-time across functions, consolidating feedback tools into a unified platform.
- Ensure clear KPIs, OKRs, and value measurement frameworks are defined, tracked, and used to inform decision-making and prioritization. Partner with other leaders to ensure cross-functional teams are accountable for enterprise-wide goals.

Team Leadership & Culture

- Own the evolution of the PX operating model, ensuring clarity in roles, decision rights, and ways of working.
- Build and lead a high-performing leadership team with clear accountability for patient and business outcomes.
- Ensure strong alignment and performance across a distributed organization.
- Foster a collaborative, inclusive, and high-accountability culture across a hybrid and distributed workforce.
- Shape the culture, set behavioral norms to advance CMG Operating Principles across patient experience teams, setting the tone for a development and people-focused organization through ongoing coaching and feedback.
- Attract, retain, and develop diverse talent while cultivating a culture of inclusion and belonging.
- Ensure all PX activities operate with the highest standards of integrity, compliance, and adherence to applicable laws, regulations, and policies.
- Key collaboration partners for this role include PX team members and leaders, PAA, CE, CPO, US Medical and Population Health leaders, Legal, HCO, USLT, and other key Roche stakeholders.

Who You Are

To succeed in this role, you bring the following core experience and competencies:

- Bachelor’s degree required; MBA, Masters in MHA, Public Policy, or an Advanced degree in a related field preferred.
- 15+ years of strategic leadership experience in Biotechnology, Pharmaceuticals, Digital Health, Telehealth, or Health Tech Infrastructure, with a proven track record of leading organizations that deliver exceptional patient services and experiences.
- 10+ years of people leadership experience, including at least 5 years leading managers of teams within a large and complex organization.
- Deep understanding of healthcare ecosystem, policy, and market access dynamics, including government guidelines, regulatory issues, and policies affecting patient services.
- A visionary leader, able to influence enterprise priorities to enable the delivery and continuous improvement of market-leading human- and tech-enabled patient services.
- Strong leadership and communication capabilities, including a demonstrated ability to represent Genentech publicly in industry forums and with healthcare leaders.
- Strong business acumen and strategic analysis skills, including demonstrated ability to drive enterprise wide prioritization decisions.
- A strategic orchestrator with digital and AI fluency, characterized by a proven ability to partner with technical and data science teams to translate complex infrastructure into actionable consumer service innovations and unified patient platforms.
- Demonstrated expertise in shifting organizational strategies from product-centric to consumer-centric, with experience navigating complexities of large-scale disease populations.
- Demonstrated ability to influence at the highest levels of an organization, driving cross-functional alignment to achieve outcomes.
- Demonstrated experience leading a complex organization through continuous change.

The expected salary range for this position based on the primary location of South San Francisco, CA is 339,200 - 435,200. 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. This position also qualifies for the benefits detailed at the link provided. Benefits

Genentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

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