Associate Director, Digital Products & Customer Experience

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at

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:

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 Associate Director 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 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 patients 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 associate director role within an agile development team by owning the management enhancements and coordination across teams for the patient and provider personalized platforms. This role includes crafting collaborating on and implementing the product strategy and roadmap owning 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. Define 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.
• Product Leadership & Ethics: Lead workstreams of product managers designers developers etc. to both craft a vision for our patient & provider experience and execute on the associated product roadmap. Help to develop team members to work within a product management agile framework driving best practices from the initial sourcing of feedback through development. Partner closely with technology partners to drive towards excellence in execution for development. Manage multiple workstreams across our digital platforms with the goal cohesively enhancing the user experience while driving optimal value. Model ethical Credo-based leadership with deep knowledge and respect for legal and compliance requirements.
• User Experience and Operational Excellence: 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. Prioritize break and/or bug fixes along with enhancements and roadmap features.
• 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 and develop methods to socialize performance insights (impact operational experience) to our teams 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 & TAs.
• 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. Build relationships across solutions teams to understand the overall
• 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. Develop digital and technology innovation plan.
• 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 companys commitment to equal employment opportunity and the value of a diverse workforce.

Qualifications

Required Education Work Experience and Skills:

• Bachelors degree (Technology Business Marketing Operations or related fields)
• 8-10 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.
• 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 internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Alliance Formation Applications Support Consulting Customer Analytics Data Science Data Structures Digital Fluency Digital Marketing Digital Strategy Emerging Technologies Global Market Negotiation Organizing Product Development Report Writing Risk Management Technical Credibility

The anticipated base pay range for this position is :

$122000.00 - $212750.00

Additional Description for Pay Transparency:

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

This position is eligible to participate in the Companys 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: - Experience:

Director