Associate Director, Customer Experience, Immunology

Johnson Johnson; Horsham (PA); On-site; USD 150,000 - 190,000; Full time

Job summary

Johnson & Johnson Innovative Medicine in Horsham, PA seeks an Associate Director of Customer Experience for the Immunology Portfolio. This role focuses on building a new CX center of excellence to deliver personalized, seamless patient experiences during treatment journeys.

Responsibilities include end-to-end CX strategy, co-creation with patients and providers, and cross-functional leadership. Requires a minimum of 7 years in healthcare business, with marketing/customer experience experience.

Qualifications

• Bachelor's degree required; MBA or other related advanced degree preferred.
• Experience: minimum 7 years healthcare business experience, with at least 3 years in marketing and/or customer experience.
• Experience across services, strategy, and customer experience marketing is preferred.

Responsibilities

• Develop end-to-end CX strategy to support patients in initiating and adhering to prescribed treatments.
• Lead a customer-centric design process engaging patients, caregivers, and providers.
• Define and approve requirements for CX solutions across channels and platforms.
• Oversee communications planning, targeting, and training to enable CX programs.
• Support business planning for Immunology CX with aligned objectives and resources.
• Model ethical leadership and uphold Credo-based values across the team.
• Foster an inclusive culture and collaboration within diverse stakeholders.

Skills

CX strategy

Stakeholder engagement

Market research

Healthcare marketing

Education

Bachelor's degree

MBA or related advanced degree

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:

Professional

All Job Posting Locations:

Horsham, Pennsylvania, United States of America

Job Description:

Johnson & Johnson Innovative Medicine is searching for the best talent for an Associate Director of Customer Experience , Immunology Portfolio to be in Horsham, PA.

About Immunology

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. Our Immunology team leads in the development of transformational medicines for immunological disorders and illnesses. You can influence where medicine is going by restoring health to millions of people living with immune diseases. 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

Purpose:

Johnson and Johnson Innovative Medicine is committed to raising the bar on Customer Experience (Cx), building a new center of excellence - the Patient Engagement and Customer Solutions (PECS) organization - to create more personalized, seamless and supportive patient experiences during their treatment journey.

Key Responsibilities include:

• Cx Strategy: Develop an end-to-end patient engagement strategy that supports patients in starting and staying on prescribed treatments by utilizing research, data, market dynamics, and competitive assessments to inform strategic choices for current IMM brands, future IMM pipeline product, and IMM Legacy Brands
• Customer-Centric Design Process: Engage patients, caregivers, and providers in co-creating and continuously optimizing solutions
• Program Design: Inform and approve requirements for Cx solutions, with a focus on seamless and coordinated support across solution types
• Communications Planning: Lead communications planning and development (targeting, messaging, creative, channels) and training in support of Cx programs - including influence through brand patient and professional marketing teams
• Business Planning: Support Cx business planning efforts for Immunology- ensuring an integrated strategic plan with aligned objectives, execution, and resourcing
• Culture: Support a culture of learning, smart risk-taking and experimentation
• Leadership & Ethics: Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements
• Diversity & Inclusion: Create an inclusive environment in support of the company's commitment to equal employment opportunity and the value of a diverse workforce.

Qualifications:

Education:

Bachelor's degree required; MBA or other related advanced degree preferred.

Experience and Skills:

Required:

• A minimum of 7 years of healthcare business experience (EX: sales, marketing, payer/access experience, operations, analytics) required, of which 3 years demonstrated marketing and/or customer experience.
• Experience in more than one of the areas below is required (a mix of experiences across several of these domains is preferred):
• Services and/or customer experience marketing
• Strategy development
• Worki