Director of Patient Experience – Immunology

6077-Johnson & Johnson HCS Inc. Legal Entity; Horsham (PA); On-site; USD 180,000 - 230,000; Full time

Job summary

Johnson & Johnson Innovative Medicine in Horsham, PA is seeking an Associate Director of Customer Experience for the Immunology portfolio. This role shapes patient engagement, strategic CX design, and cross-functional program delivery across brands and pipelines.

You will lead communications, business planning, and change-management efforts while promoting an inclusive, ethical culture aligned with Credo principles. Domestic travel up to 20% is expected.

Qualifications

• Bachelor's degree required; MBA or related advanced degree preferred.
• Experience in healthcare business, marketing and customer experience.
• Experience across multiple domains such as digital marketing, CRM, and strategy.

Responsibilities

• Cx Strategy: develop end-to-end patient engagement strategy using data and market insights.
• Engage patients, caregivers and providers in co-creating solutions.
• Inform and approve requirements for Cx solutions with cross-functional teams.
• Lead communications planning and training to support Cx programs.
• Support integrated business planning for Immunology with aligned objectives.

Skills

Brand Marketing

Brand Positioning Strategy

Business Alignment

Business Storytelling

Business Valuations

Cross-Functional Collaboration

Customer Intelligence

Data Analysis

Data-Driven Decision Making

Digital Strategy

Execution Focus

Financial Analysis

Go-to-Market Strategies

Industry Analysis

Market Research

Negotiation

Organizing

Problem Solving

Product Development Lifecycle

Product Portfolio Management

Product Strategies

Program Management

Strategic Thinking

Tactical Planning

Technical Credibility

Education

Bachelor's degree

MBA or related advanced degree

Job description

Johnson & Johnson Innovative Medicine in Horsham, PA is seeking an Associate Director of Customer Experience for the Immunology portfolio. This role shapes patient engagement, strategic CX design, and cross-functional program delivery across brands and pipelines.

You will lead communications, business planning, and change-management efforts while promoting an inclusive, ethical culture aligned with Credo principles. Domestic travel up to 20% is expected.