Director, Customer Experience- Trauma

Johnson & Johnson Co.; West Chester (Chester County); On-site; USD 150,000 - 230,000; Full time

Job summary

Johnson & Johnson's DePuy Synthes Orthopaedics division in West Chester, PA seeks a Director of Customer Experience to design and execute an enterprise-wide engagement strategy with healthcare professionals and Academic Medical Centers. You will lead a cross-functional team across Marketing, Clinical and Medical Affairs, Regulatory, and Health Economics to align priorities and actions with business goals.

You will build governance, establish engagement frameworks, and drive improvements through

Qualifications

• Bachelor's degree required.
• 10+ years of relevant business experience.
• Experience with healthcare professionals (HCPs) and key opinion leaders (KOLs).
• Ability to influence without authority and work cross-functionally.
• Demonstrated collaboration with stakeholders and customer interfaces.
• Track record of driving strategic change to meet business needs.

Responsibilities

• Lead the development and execution of the customer engagement strategy across Marketing, R&D, Clinical and Medical Affairs, Regulatory, and other functions.
• Establish governance, processes, and cross-functional alignment for AMC relationships and engagements.
• Oversee a field-based team responsible for priority AMCs and key contact points for AO North America.
• Develop national AMC strategy and translate into coordinated account execution.
• Manage Atlas toolkit and AMC Value proposition development and communication.
• Collaborate with commercial leadership to drive engagement and alignment with state and regional plans.
• Provide leadership and insights to senior DePuy Synthes leaders to inform priorities and engagements.
• Travel 20–40% as needed to maintain relationships and deliver results.

Skills

Stakeholder management

Cross-functional leadership

Negotiation

Strategic thinking

Influence without authority

Education

Bachelor's degree

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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: West Chester, Pennsylvania, United States of America

Job Description: Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Customer Engagement Strategy | Academic Medical Center Liaison | Thought Leader & Cross-Functional Leadership

The Director, Customer Experience will lead the development and execution of an enterprise-wide customer engagement strategy that strengthens DePuy Synthes' relationships with key healthcare professionals, thought leaders, Academic Medical Centers (AMCs), and strategic partners. This role will establish the governance, processes, and cross-functional alignment needed to coordinate customer engagement across Marketing, R&D, Clinical and Medical Affairs, Regulatory, Professional Education, Health Economics and Market Access, and other business functions. The Director will lead a field-based team responsible for priority AMC relationships and serve as the primary point of contact for AO North America. The successful candidate will bring extensive experience engaging healthcare professionals, leading in a matrix environment, influencing without authority, and translating customer insights into strategic priorities and coordinated execution. This role requires strong leadership, collaboration, negotiation, and change-management capabilities, along with a demonstrated ability to build trusted internal and external relationships and deliver sustained business results. The Director, Customer Experience will report to the Vice President, Trauma & Extremities.

Responsibilities

• Lead the development and execution of the thought leader engagement strategy, including an integrated cross-functional plan for contacts and activities.
• Create a strategic framework and establish engagement governance (communication rhythm, stakeholder touchpoints, etc.) between the business and thought leaders.
• Lead and help shape the strategy developed with functional platform leaders across marketing, clinical affairs, medical affairs, regulatory, R&D and other corporate functions in support of DePuy Synthes strategic plans and business objectives.
• Identify, cultivate, and maintain professional relationships with health care professionals (HCPs) and define appropriate engagement activities.
• Develop and execute the commercial engagement plan and maintain relevant customer relationship management (CRM) tool.
• Support key opinion leaders (KOLs) by triaging and coordinating requests from across the organization.
• Partner cross-functionally to develop and execute aligned external engagement strategies across stakeholder groups.
• Provide leadership and insights to DePuy Synthes senior leaders to inform priorities, activities and thought leader engagements.
• In partnership with commercial leadership, develop national AMC strategy and translate into coordinated account execution.
• Manages the Atlas toolkit and AMC Value proposition development and communication.
• Manages field-based team that owns relationship with key stakeholders at priority AMCs, develop annual account engagement plans for AMCs, drive engagement by residents and fellows with our future leaders offerings, surface future target KOLs, and identifies future AMC engagement opportunities.
• Becomes the primary point of contact for AO North America, developing relationships with key leadership and driving change management within the relationship.
• This role may require 20-40% travel.

Qualifications

• A minimum of a Bachelor's degree is required
• A minimum of 10 years of relevant business experience is required
• Experience and success working with and interacting with health care professionals (HCPs) and key opinion leaders (KOLs) is required
• Ability to influence without authority and work with cross-functional teams in the development and delivery of brand strategic imperatives is required
• Demonstrated success of collaboration with critical internal and external stakeholders and substantial customer interface is required
• Track record of driving necessary strategic change to meet changing business needs is required
• Understands business processes, high negotiation skills and has passion to achieve sustained, superior results are required
• Strong background of regional execution, developing marketing capabilities including market insights, understanding KOL development and regulatory environment is highly preferred
• Experience successfully managing in a matrix environment is required

On October 14, 2025, Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. It is anticipated following conclusion of the transaction, you would be an employee of DePuy Synthes, and your employment would be governed by Orthopaedics employment processes, programs, policies, and benefit plans. Details of any planned changes would be provided to you by Orthopaedics at an appropriate time and subject to any necessary consultation processes.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs.

If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to youraccommodation resource.

Required Skills: Preferred Skills: Brand Marketing, Brand Marketing, Brand Positioning Strategy, Business Alignment, Business Storytelling, Business Valuations, Consulting, Critical Thinking, Cross-Functional Collaboration, Customer Intelligence, Data Analysis, Data-Driven Decision Making, Developing Others, Digital Strategy, Execution Focus, Financial Analysis, Go-to-Market Strategies, Inclusive Leadership, Industry Analysis, Leadership, Market Research, Negotiation, Problem Solving, Product Development Lifecycle, Product Portfolio Management {+ 4 more}

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 https://www.jnj.com/.

Our Credo calls on us to respect the dignity of every individual and create an environment for all people to thrive. Throughout the recruitment process - from application through hiring - we are committed to providing reasonable accommodations/adjustments for qualified candidates with disabilities. If you need support at any stage of the recruitment process, please complete our candidate accommodation request form so we can assist you.

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