Manager, Digital Products & Customer Experience

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:

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 Manager, 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 caregivers. In 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 patient’s 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 manager role within an agile development team by crafting, collaborating on, and implementing the product strategy and roadmap, managing 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. Collaborate on 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.
• User Experience and Operational Excellence: Emphasize, develop, and lead user experience exercises to develop a patient journey map and implement optimal experiences for our patients, caregivers, and providers. 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.
• Product Leadership & Ethics: Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements. Partner closely with technology partners to drive towards excellence in execution for development. Manage multiple feature sets across our digital platforms, with the goal cohesively enhancing the user experience while driving optimal value.

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