Institutes Customer Experience Manager

Biopharma Careers

West Chester (Chester County)

Hybrid

USD 110,000 - 150,000

Full time

10 days ago

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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

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

Customer Management

Job Sub Function

External Customer/Product Training

Job Category

Professional

All Job Posting Locations

Palm Beach Gardens, Florida, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of America

Job Description

DePuy Synthes is recruiting for a(n) Institutes Customer Experience Manager, located in Raynham, MA; West Chester, PA or Palm Beach Gardens, FL

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of 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. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Job Overview

The Institutes Customer Experience Manager plays a key role in shaping and delivering high-quality education experiences for healthcare professionals and customers. This people manager role focuses on designing and optimizing the end-to-end customer experience journey, ensuring that Institutes programs drive meaningful engagement, satisfaction, and long-term loyalty. The position oversees cross-functional teams supporting customer experience, conference coordination, AV and graphic design services and partners with facility management, security, catering, and site operations across locations. The Customer Experience Manager drives continuous improvement initiatives, space utilization strategies, operational planning, service excellence standards, and customer satisfaction metrics while ensuring alignment with DePuy Synthes business objectives. This is an exciting opportunity to influence how customers experience DePuy Synthes education offerings while partnering across teams to continuously improve programs, processes, and outcomes.

Key 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.
Apply DePuy Synthes Mindset behaviors in all customer and team interactions.

Qualifications

Education

Bachelor’s degree required (Business Administration, Marketing, Education, Healthcare Administration, Life Sciences, Medical Education or related field)
Advanced degree (MBA or relevant Master’s) preferred

Experience and Skills

Required

Minimum of 6 years of relevant professional experience, including 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.
Excellent communication, presentation, facilitation, and influencing skills.
Analytical skills with ability to interpret data and identify trends
Ability to manage multiple priorities and meet deadlines in a fast-paced environment
Proficiency in Microsoft Office (Excel, PowerPoint, Word)
Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.
Demonstrated ability to collaborate in cross-functional team environments

Preferred

Experience supporting orthopaedic procedural education programs
Familiarity with healthcare, medical device, or life sciences industry
Experience working with global healthcare professional education programs.
Experience managing external educational partners and vendors.
Experience with customer experience tools, CRM systems, or data analytics platforms
Knowledge of KPI development and performance measurement methodologies
Project management experience or certification (e.g., CMP, PMP, Lean Six Sigma)
Experience working in a matrixed organization
Prior people leadership or team development experience.

Other

Language requirements: English required
Travel: Up to 10–20% domestic travel may be required
Certifications: Not required ; relevant certifications are preferred

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of 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. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes 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 your accommodation resource.

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Preferred Skills