Institutes Customer Experience Manager

Institutes Customer Experience Manager

DePuy Synthes is recruiting for a(n) Institutes Customer Experience Manager, located in West Chester, PA or in Raynham, MA or Raritan, NJ.

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 02 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 1020% domestic travel may be required Certifications: Not required ; relevant certifications are preferred Valid driver's license: Not required