APAC Patient & Customer Experience Director

Johnson & Johnson Innovative Medicine; Sydney; On-site; AUD 260,000 - 320,000; Full time

Job summary

Johnson & Johnson Innovative Medicine is evolving its APAC Patient Experience and Customer Experience capabilities. This leadership role directs PX/PSP strategy, shaping market adoption of digital engagement and patient-centric programs across APAC, aligning with regional Brand Leads and Legal/Privacy governance.

You will drive cross-functional collaboration, measure outcomes, and partner with CONNEXT and SFE to realize strategic CX value across multiple markets.

Qualifications

• Minimum 10 years in pharma/healthcare industry.
• Proven people leadership experience.
• Experience leading regional or large-scale customer/patient initiatives.
• Experience with customer engagement, decisioning, CRM, digital capabilities.
• Commercial experience translating strategy into commercial execution and measurable outcomes.
• Experience working across multiple markets and leading cross-functional stakeholders.
• Strong portfolio prioritization and ability to manage multiple high-priority initiatives.
• Working knowledge of healthcare policy, privacy and quality requirements.

Responsibilities

• Define & lead APAC PX and PSP strategy to advance business priorities and patient outcomes.
• Lead the APAC PX community to strengthen market capability and scale patient-centric programs.
• Embed patient experience into launch strategies with Regional Brand Leads for APAC.
• Serve as Regional PX Privacy Steward and ensure compliant data practices.
• Define and govern outcome measurement frameworks for patient, customer and business value.
• Own strategic relationships with CONNEXT, SFE and Global teams for APAC capabilities.

Skills

Leadership

Strategy development

Cross-functional teamwork

Digital engagement

Customer-centricity

CRM

Project management

Stakeholder management

Education

Degree in medicine/Pharma/life science/business

Job description

Johnson & Johnson Innovative Medicine is evolving its APAC Patient Experience and Customer Experience capabilities. This leadership role directs PX/PSP strategy, shaping market adoption of digital engagement and patient-centric programs across APAC, aligning with regional Brand Leads and Legal/Privacy governance.

You will drive cross-functional collaboration, measure outcomes, and partner with CONNEXT and SFE to realize strategic CX value across multiple markets.