Associate Director, Customer Experience, Immunology

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions 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:

Marketing

Job Sub Function:

Strategic Marketing

Job Category:

Professional

All Job Posting Locations:

Horsham, Pennsylvania, United States of America

Job Description:

Johnson & Johnson Innovative Medicine is searching for the best talent for an Associate Director of Customer Experience, Immunology Portfolio to be in Horsham, PA.

 

About Immunology

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Our Immunology team leads in the development of transformational medicines for immunological disorders and illnesses. You can influence where medicine is going by restoring health to millions of people living with immune diseases. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

 

Purpose:

Johnson and Johnson Innovative Medicine is committed to raising the bar on Customer Experience (Cx), building a new center of excellence – the Patient Engagement and Customer Solutions (PECS) organization – to create more personalized, seamless and supportive patient experiences during their treatment journey.

 

The Associate Director of Customer Experience in Immunology Portfolio plays a key role in developing strategies across Immunology brands for fulfillment, onboarding, and adherence, all aimed at shaping and enhancing the overall experience for patients and customers initiating treatment. You will be a member of the Immunology Cx team, working closely with the patient solutions teams – including patient access and affordability solutions, pharmacy solutions, patient service center, patient and caregiver solutions, and supplier management and operational excellence – to deliver, measure and optimize the patient journey. You will work across the Immunology brand marketing, access, and field teams to deliver a customer experience that delights the patient and supports business strategy and objectives. 

 

The Associate Director, Customer Experience—Immunology Portfolio serves our patients, as an advocate for their needs.

 

Key Responsibilities include:

• Cx Strategy: Develop an end-to-end patient engagement strategy that supports patients in starting and staying on prescribed treatments by utilizing research, data, market dynamics, and competitive assessments to inform strategic choices for current IMM brands, future IMM pipeline product, and IMM Legacy Brands
• Customer-Centric Design Process: Engage patients, caregivers, and providers in co-creating and continuously optimizing solutions
• Program Design: Inform and approve requirements for Cx solutions, with a focus on seamless and coordinated support across solution types
• Communications Planning: Lead communications planning and development (targeting, messaging, creative, channels) and training in support of Cx programs – including influence through brand patient and professional marketing teams
• Business Planning: Support Cx business planning efforts for Immunology– ensuring an integrated strategic plan with aligned objectives, execution, and resourcing
• Culture: Support a culture of learning, smart risk-taking and experimentation
• Leadership & Ethics: Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements
• Diversity & Inclusion: Create an inclusive environment in support of the company’s commitment to equal employment opportunity and the value of a diverse workforce.

 

Qualifications:

Education:

• Bachelor's degree required; MBA or other related advanced degree preferred. 

 

Experience and Skills:

Required:

• A minimum of 7 years of healthcare business experience (EX: sales, marketing, payer/access experience, operations, analytics) required, of which 3 years demonstrated marketing and/or customer experience. 
• Experience in more than one of the areas below is required (a mix of experiences across several of these domains is preferred):

• Services and/or customer experience marketing
• Strategy development
• Working across a matrixed organization
• Digital marketing and/or CRM experience
• Change management

• Ability to work in Horsham, PA and travel domestically up to 20%

 

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 and 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, please email the Employee Health Support Center  ([email protected]) or contact AskGS to be directed to your accommodation resource.

 

 

 

Required Skills:

 

 

Preferred 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