Institutes Customer Experience Manager

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: Customer Management Job Sub Function: External Customer/Product Training Job Category: Professional All Job Posting Locations: Raritan, New Jersey, 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 West Chester, PA or in Raynham, MA or Raritan, NJ. 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 individual contributor role focuses on designing and optimizing the end-to-end customer journey, ensuring that Institutes programs drive meaningful engagement, satisfaction, and long-term loyalty. 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 Institutes 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 Johnson & Johnson Credo-based behaviors in all customer and team interactions Qualifications Education: • Bachelor’s degree required (Business, Marketing, Education, Healthcare Administration, or related field) • Advanced degree (MBA or relevant Master’s) preferred Experience and Skills: Required: • Generally requires 0–2 years of relevant work experience • Foundational understanding of customer experience, customer success, or commercial operations • Strong communication and interpersonal skills with ability to interact across teams • Basic 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) • Demonstrated ability to collaborate in cross-functional team environments Preferred: • Experience supporting customer education programs, training, or event coordination • Familiarity with healthcare, medical device, or life sciences industry • Exposure to customer journey mapping or voice-of-customer initiatives • 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., PMP, Lean Six Sigma) • Experience working in a matrixed organization Other: • Language requirements: English required • Travel: Up to 10–20% domestic travel may be required • Certifications: Not required; relevant certifications are preferred • Valid driver’s license: Not required For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit 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 internal employees contact AskGS to be directed to your accommodation resource. #LI-Hybrid #DePuySynthesCareers Required Skills: Preferred Skills: Business Development, Customer Support, Customer Support Operations, Customer Support Platforms, Customer Support Trends, Customer Training, Escalation Management, Fact-Based Decision Making, Performance Measurement, Problem Management, Process Improvements, Technical Credibility The anticipated base pay range for this position is : 102,000.00 - 204,000.00 USD Annual Additional Description for Pay Transparency: 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)). 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: - 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 Do Not Sell or Share My Personal Information Limit the Use of My Personal Information