Associate Director, Immunology Patient Experience

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

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.