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The Position
The Pharma phc organization plays a critical role in realising Roche’s PHC ambitions. This organization’s purpose is to provide patients and health-care professionals with beyond-molecule phc solutions that produce additional benefits at lesser costs to society. The Integrated Solutions function within Pharma phc is at the heart of this ambition. We define Integrated Solutions as the combined offerings of transformative medicines and state-of-the-art patient care technologies to improve individualised patient outcomes. An Integrated Solution addresses multiple gaps in the patient journey and may consist of a drug plus diagnostics, technologies, tools, or services.

phc Integrated Solutions teams have end-to-end responsibility for the delivery of a product (i.e. a patient care / healthcare delivery solution). As a member of the phc Integrated Solutions team, the phc Service Design Lead has particular responsibilities for determining and executing on the product service and customer support model for successful adoption, adherence, optimal user experience, and regulatory compliance.

Summary of Main Responsibilities:

Define service model for Integrated Solutions products

Architect the service delivery model in collaboration with the Legal Manufacturers, Affiliates, Commercial and Medical teams, and external partners when appropriate

Oversee service strategy to support user adoption of Integrated Solutions in clinical trial and commercial settings

Coordinate with each phc Integrated Solutions team on the product-service integration roadmap and planning to ensure frictionless user experience

Lead the implementation of services, mobilising the organisation and external resources when needed

Create training and onboarding for Integrated Solutions that proactively address user needs and pain points across the customer journey

Act as business owner for the appropriate services created and SOPs related to the delivery of those services (Digital Health Connect CRM, working in partnership with phc IS)

Responsible for defining KPIs and monitoring the quality and compliance of services along with facilitating audits as required

Responsible for 3rd party contracting and vendor management, including any new service partnerships

Coach internal teams and partners around service delivery for regulated (SaMD) digital health solutions

Ideate and act on ways to capture continuous customer feedback on Roche digital health products and services

Compliance & quality:

Works with Medical, Regulatory, Legal, Safety, Quality, and Compliance to assess gaps and needs holistically across the Group

Responsible for compliance processes related to Integrated Solutions deployment for phc

Responsible for acting in line with industry and company standards and codes of practice (such as Roche Code of Conduct and any other Roche directives and guidelines)

Cross-functional leadership:

Effectively build a cohesive, inclusive community of practice

Ensure fit for purpose staffing of services

Engage and mobilize a broad range of stakeholders across Global, Affiliates and

Roche Group to successfully deliver on service models

Manage external partners and contracting efforts, including One Roche

collaborations

Fully embrace agile ways of working as a role model and act as a catalyst to advance

the ways we consider digital health solution delivery

Act as an ambassador for Integrated Solutions

Capabilities and experience desired:

Customer-centric mindset

Design thinking with a passion for healthcare and creating compelling user experiences

Systems thinker who understands the downstream implications of decision made

Change management

Roche Group organisational understanding (Roche DIA, Pharma, PD, PT, Informatics, etc)

Ability to articulate and solve complex issues with minimal extenal guidance, exploring undefined problem spaces to establish clarity and structure

Experience managing third party vendors

Experience running voice of customer programs

Human-centred design experience a plus including customer personas and user journeys

Experience with Customer Experience (CX) measurements (CSAT, NPS, CES, etc.)

The expected salary range for this position based on the primary location of California is 156,500.00 to 290,700.00 of hiring range. 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 below.

Benefits

Who we are
A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 40 years, using human genetic information to develop novel medicines for serious and life-threatening diseases. Genentech has multiple therapies on the market for cancer & other serious illnesses. Please take this opportunity to learn about Genentech where we believe that our employees are our most important asset & are dedicated to remaining a great place to work.