Associate Director, Customer Experience, 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.