Manager, Digital Products & Customer Experience

Johnson & Johnson Co.; Titusville (NJ); On-site; USD 102,000 - 177,000; Full time

Benefits offered by this job

401(k) plan

Pension plan

Paid time off

Job summary

Johnson & Johnson Innovative Medicine is recruiting for a Manager, Digital Products & Customer Experience to be located in Titusville NJ. The role focuses on delivering a patient-centric digital experience across websites, apps, and portals, collaborating with PECS, technology, marketing and other teams.

The role emphasizes a user-first mindset and end-to-end experiences for patients, caregivers, and providers.

Qualifications

• Bachelor's degree in Technology, Business, Marketing, Operations, or related fields.
• 6+ years of experience in product management, strategy, UX or visual/UI design for digital properties.
• Experience partnering with customer service, sales, marketing, payer/access and analytics teams.

Responsibilities

• Lead digital product management within an agile team, shaping strategy and backlog.
• Develop patient journeys and optimize experiences using analytics and feedback.
• Collaborate on product roadmaps, release plans, and stakeholder communications.
• Partner with PECS teams and cross-functional partners to deliver digital experiences.

Skills

Collaboration

Interpersonal skills

Communication

Self-motivation

Healthcare experience

Education

Bachelor's degree

Tools

Jira

Asana

Figma

Confluence

Power BI

Tableau

Looker

Excel

PowerPoint

Job description

Job Function:

Marketing

Job Sub Function:

Multi-Family Marketing

Job Category:

People Leader

All Job Posting Locations:

Titusville, New Jersey, United States of America

Job Description:

Johnson & Johnson Innovative Medicine is recruiting for a Manager, Digital Products & Customer Experience to be located in Titusville NJ.

J&J is committed to raising the bar on patient experience through the Patient Engagement and Customer Solutions (PECS) organization - that will create more personalized, seamless, and supportive experiences for patients starting treatments across the J&J portfolio.

The Associate Director, Digital Products & Customer Experience, on the Digital Innovation & Customer Experience team, collaboratively develops and executes on the product vision for the digital connected experience for patients, caregivers, and providers across our J&J portfolio. This includes having a user-first mindset and helping to build an integrated end-to-end offline and online personalized experience for our patients and their providers, while incorporating the full lifecycle and suite of digital products. You will apply our capabilities, technologies, and supplier/partner planning that reflect the evolving and future needs for patients and caregivers. In this role, you will build and maintain strong working relationships with partners across PECS, technology, marketing, sales, procurement, legal, healthcare compliance, privacy, and legal.

A Day in the Life

Every patient's healthcare experience is unique - shaped by personal experiences and beliefs, the presence or absence of support networks, provider and payer dynamics, and socioeconomic factors. For many patients and their caregivers, the decision to start or stop a treatment is overwhelming. J&J recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.

Day-to-day responsibilities:

• Digital Product Management: Fulfill the manager role within an agile development team by crafting, collaborating on, and implementing the product strategy and roadmap, managing the product backlog, crafting user stories, and prioritizing issues based on perceived user value, metrics, and release planning. Define and validate product backlog ideas with input from team members within PECS, design, technology, marketing, and other key stakeholder groups within J&J. Collaborate on a product release plan which ladders up into broader goals and objectives. Manage product features from inception through launch, which includes identification of pain points, gathering and vetting of requirements, creation and iteration of designs, scoping and refining for development, performing quality assurance and user acceptance testing, and orchestrating launches and releases. Ensure a seamless orchestration across our digital products (websites, apps, portals) and human touchpoints.
• User Experience and Operational Excellence: Emphasize, develop, and lead user experience exercises to develop a patient journey map and implement optimal experiences for our patients, caregivers, and providers. Draw on analytics, voice of customer and surveys, benchmarking, and compliance monitoring to advise continued optimization of product performance and future enhancements. Analyze both how our users interact with and what our users say/feel about our products and features. Use data and insights to develop, confirm, and/or pivot to new product development and enhancements.
• Product Leadership & Ethics: Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements. Partner closely with technology partners to drive towards excellence in execution for development. Manage multiple feature sets across our digital platforms, with the goal cohesively enhancing the user experience while driving optimal value.
• Measurement & Reporting: Collaborate in the development of measurable goals and identify outcomes that demonstrate the impact and behavioral change aligned to PECS and brand strategies. Work with partners and key team members to build reporting capabilities for new product features. Communicate performance insights (impact, operational, experience) to our team's and PECS leadership team and colleagues, as well as key stakeholders.
• Partnership within PECS: Closely partner with solutions verticals within PECS (e.g., Patient Access & Affordability Solutions, Patient & Caregiver Solutions, etc.) and PECS Therapeutic Area (TA) Patient Experience teams to deliver an inclusive, world-class digital patient experience, which complements and supplements the offline patient journey. Create a digital experience that can be leveraged and scalable across the organization of patient solutions & TA's.
• Communication and change management: Ensure communication to PECS partners, brand partners, and key stakeholders to build awareness and maintain transparency and accountability. Build awareness of the product vision, roadmap progress, and outcomes are communicated effectively to core team and stakeholder groups. Identify and communicate upcoming changes and dependencies across our team.
• Innovation Scouting: Stay abreast of external trends in healthcare and adjacent industries, supplier capabilities, and patient engagement to scout new innovations, identifying potential partnerships and incubating new ideas.
• Culture: Support a culture of learning, smart risk-taking, and experimentation within team and through supplier partners.
• Diversity, Equity, and Inclusion: Create an inclusive and equitable environment in support of the company's commitment to equal employment opportunity and the value of a diverse workforce.

Qualifications

Required Education, Work Experience, and Skills:

• Bachelor's degree (Technology, Business, Marketing, Operations, or related fields)
• 6+ years of experience in product management, product strategy, user experience or visual/UI design for customer-facing digital properties, preferably in the healthcare sector.
• Experience within or partnering with the following business organizations: customer service, sales, marketing, payer/access experience, operations, supply chain, analytics.
• Strong collaboration skills, with experience in bringing together cross-functional partners in matrixed organizations, presenting ideas, influencing planned outcomes, exhibiting flexibility in changing environments, and leading execution in an agile delivery model.
• Strong background in leading the discovery and shaping of the user's experience, by capturing insight from an array of sources (e.g. users, partners, competitors, and stakeholders) and aggregating that information into a cohesive journey for the user.
• Ability to exercise due diligence to understand customer needs, identify gaps in product functionality, gather user input and requirements, and influence the product strategy.
• Experience in collaboratively shaping the product roadmap, coordinating release plans, and conveying status to team leadership, teammates, and critical stakeholders.
• Demonstrated ability to partner directly with UX professionals to construct concepts, evolve into high fidelity designs and prototypes, perform appropriate user testing, and refine for development.
• Demonstrated ability to partner directly with development teams to convey value, goals, and expected outcomes of features and functionality, as well as document user stories, discuss scope and assumptions, refine requirements, plan sprints, collaboratively test, and partner through to release.
• Experience in partnering with cross-functional teams to formulate and drive cross-platform integrations from discovery to product feature launch, executing on the creation of APIs to power and enable front-end user experiences.
• Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of customers and colleagues.
• Excellent communication skills, both written and verbal with the ability to interact across all organizational levels. Proactively communicates product status and program achievements.
• Very organized with strong attention to detail.
• Highly self-motivated with ability to lead and empower others.
• Embraces accountability. Eager to set ambitious goals and takes ownership for results.
• Proficiency with product management tools (Jira, Asana, Figma, Confluence, etc.)
• Experience deriving insights from digital analytics and a solid understanding of associated tools (Google Analytics, Google Tag Manager, etc.), as well as data visualization and dashboarding tools (PowerBI, Tableau, Looker, etc.).
• Proficiency with MS Office, specifically Excel and PowerPoint

Other:

Travel Requirements: Up to 25% domestically. Based in Titusville, NJ

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.

Preferred Skills:

• Applications Support
• Business Requirements Analysis
• Collaboration
• Consulting
• Customer Analytics
• Data Science
• Data Structures
• Digital Fluency
• Digital Marketing
• Digital Strategy
• Emerging Technologies
• Global Market
• Negotiation
• Process Improvements
• Product Development
• Report Writing
• Technical Credibility

The anticipated base pay range for this position is :

$102,000.00 - $177,100.00

Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company's long-term incentive program.

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

• Vacation -120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado -48 hours per calendar year; for employees who reside in the State of Washington -56 hours per calendar year
• Holiday pay, including Floating Holidays -13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year
• Parental Leave - 480 hours within one year of the birth/adoption/foster care of a child
• Bereavement Leave - 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave - 80 hours in a 52-week rolling period10 days
• Volunteer Leave - 32 hours per calendar year
• Military Spouse Time-Off - 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits