Director, APSO, Patient & Customer Experience

Johnson Johnson; Singapore; On-site; SGD 180,000 - 300,000; Full time

Job summary

Johnson & Johnson, a global leader in healthcare, seeks a Director for APAC Patient Experience and PSP strategy to advance patient outcomes and market impact. You will lead regional PX initiatives, integrate Content.ai and Engagement.ai, and partner with regional Brand Leads to embed patient experience into launches.

You will align cross-functional teams, govern outcome metrics, and ensure compliant use of patient data while driving CX value across APAC markets.

Qualifications

• Define and lead the APAC Patient Experience (PX) and Patient Support Program (PSP) strategy to advance business priorities, patient outcomes, and market impact.
• Partner with Regional Brand Leads to embed patient experience into launch strategies and scale a consistent APAC patient go-to-market approach.
• Define and govern outcome measurement frameworks to demonstrate patient, customer, operational, and business value while ensuring compliance and patient safety.

Responsibilities

• Lead the APAC Patient Experience community to strengthen market capability and elevate PE from PSP operations to a strategic driver of patient-centric brand strategy and growth.
• Serve as the regional PxP Business Product Owner, aligning Regional Business Technology and market priorities to drive roadmap decisions and platform value realization.
• Define how decisioning, digital engagement, customer signals and insights connect the sales channel with broader CX activity to improve field effectiveness.
• Establish regional guidelines and SOPs for compliant PSP programs, PX initiatives and insights sharing with Legal, Privacy & Compliance and business counterparts.

Job description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function

Marketing

Job Sub Function

Strategic Marketing

Job Category

People Leader

All Job Posting Locations

Bangkok, Bangkok, Thailand, Beijing, China, Chiyoda, Tokyo, Japan, Ho Chi Minh, Hồ Chí Minh, Vietnam, Hong Kong, Hong Kong, Kuala Lumpur, Kuala Lumpur, Malaysia, Manila, National Capital, Philippines, Mumbai, India, Seoul, Korea, Republic of, Singapore, Singapore, Sydney, New South Wales, Australia, Taipei, Taipei, Taiwan

Job Description

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

As part of the APAC Commercial Excellence strategy, the Director, APSO, Patient & Customer Experience will lead the APAC Patient Experience and Patient Support Program (PSP) strategy, while also shaping commercial decisioning and the integration of the sales channel into broader Customer Experience (CX). The role will lead the regional direction for Content.ai, Engagement.ai and related decisioning & insights capabilities, prepare markets for future CONNEXT AI capabilities, and ensure the field behaviours, digital content adoption and insight capture required to elevate J&J Innovative Medicine (J&J IM) competitiveness within the APAC Region.

Key Role Accountabilities & Activities

Patient Experience and Patient Support Programs

• Define & lead the APAC Patient Experience (PX) and Patient Support Program (PSP) strategy to advance business priorities, patient outcomes, and market impact.
• Lead the APAC Patient Experience community to strengthen market capability, share best practices, and elevate PE from PSP operations to a strategic driver of patient-centric brand strategy and growth.
• Partner with Regional Brand Leads to embed patient experience into launch strategies and scale a consistent APAC patient go-to-market approach.
• Serve as the regional PxP Business Product Owner, aligning our Regional Business Technology (Technology Product Owner) and market priorities to drive roadmap decisions, capability adoption, and platform value realization.
• Co-create with the PX Market Leads patient-centric solutions by addressing key barriers across awareness, diagnosis, access, treatment initiation, adherence, and ongoing support. Explore future insights generation capabilities.
• Ensure compliance across the region by establishing regional guidelines and SOPs for compliant PSP programs, PX initiatives and insights sharing with internal & external stakeholders, partnering closely with Legal, Privacy & Compliance and business counterparts to enable responsible use of patient behaviour and outcomes data.
• Take on the critical role of Regional PX Privacy Steward - partnering closely with the Regional & Global Privacy Organisation.
• Define and govern outcome measurement frameworks to demonstrate patient, customer, operational, and business value while ensuring compliance and patient safety.

Commercial AI Business Product Ownership and CONNEXT Readiness

• Leadership of Business Product Owner role(s) ensuring strong leadership of Commercial AI Products in collaboration with Business Technology.
• Ensure clear definition of business requirements and commercial sponsorship to define and execute regional strategy, priorities and value agenda for commercial AI products, including Content.ai, Engagement.ai and related decisioning capabilities such as Pulse Alerts.
• Lead the adaptation with adjacent platform with CONNEXT.
• Define how decisioning, digital engagement, customer signals and insights connect the sales channel with broader CX activity to improve field effectiveness.
• Own the strategic relationship with CONNEXT, SFE and Global teams, ensuring APAC requirements are reflected in future capabilities, and decision rights are clear.
• Set transparent measures for adoption, business impact and value realization; use the e