Director of Customer Experience & Thought Leadership

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

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