Institutes Customer Experience Lead

Biopharma Careers; West Chester (Chester County); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Johnson & Johnson is recruiting an Institutes Customer Experience Manager (DePuy Synthes) to design and optimize the end-to-end customer education journey across multiple sites, including Raynham, MA; West Chester, PA; and Palm Beach Gardens, FL.

The role leads cross-functional teams supporting customer experience, conferences, AV, and graphic design, with a focus on continuous improvement and program effectiveness. English required, 10–20% travel.

Qualifications

• Minimum of 6 years of relevant professional experience in medical education, clinical training or clinical simulation.
• Strong understanding of customer experience and customer success.
• Strong communication and interpersonal skills with ability to interact across teams.
• Strong project and stakeholder management skills with the ability to lead complex, cross-functional initiatives.

Responsibilities

• Support the design and execution of customer experience strategies across Institute education programs to improve engagement and satisfaction.
• Apply customer journey mapping to identify opportunities to enhance the end-to-end Institutes experience.
• Maintain strong communication channels with customers to understand needs, gather feedback, and align programs to business objectives.
• Collaborate with cross-functional teams (e.g., commercial, marketing, training) to translate customer needs into effective educational solutions.
• Monitor customer experience metrics and develop basic KPIs and benchmarks to measure program effectiveness and success.
• Conduct data analysis, including forecasting and risk assessments, to identify trends and improve customer retention and loyalty.
• Support continuous improvement initiatives by identifying gaps in current processes and recommending enhancements.
• Ensure timely escalation and resolution of customer feedback, issues, or concerns.
• Contribute to the delivery of consistent, high-quality educational experiences aligned with DePuy Synthes standards.

Skills

Customer experience

Communication

Project management

Analytical skills

Cross-functional collaboration

People leadership

Microsoft Office

Education

Bachelor’s degree

MBA or relevant Master’s

Tools

Microsoft Office

Job description

Johnson & Johnson is recruiting an Institutes Customer Experience Manager (DePuy Synthes) to design and optimize the end-to-end customer education journey across multiple sites, including Raynham, MA; West Chester, PA; and Palm Beach Gardens, FL.

The role leads cross-functional teams supporting customer experience, conferences, AV, and graphic design, with a focus on continuous improvement and program effectiveness. English required, 10–20% travel.