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J&J Family of Companies Director Customer Experience & Insights in Austin, Texas

Director Customer Experience & Insights - 2206085434W


Johnson & Johnson is recruiting for a Director, Customer Experience & Insights located in New Brunswick, NJ with consideration given to remote candidates in the US.

Our Credo challenges us to put the needs and well-being of the people we serve first. To deliver against this dedication, the Johnson & Johnson Supply Chain has prioritized the improvement of its Customer Experience as a strategic objective.

J&J strives to develop and deliver a detailed approach to understanding customers’ needs and to build a differentiated and competitive Supply Chain experience.

This position is accountable for supporting the development and execution of J&J’s global strategy for the collection, analysis and dissemination of customer insights across J&J business segments, including the accountability for activating J&J’s Customer Promises tailored to our customer segments with the aim of serving and supporting the J&J Supply Chain in delivering on our brand equity.

Candidate Profile

J&J Supply Chain recognizes that significant changes in the marketplace demand a new perspective on the future of customer experience – elevating transparency, authenticity, empathy and digital-first thinking. Broadly, this approach demands conducting research, synthesizing inputs into insight and ultimately into successful strategies.

Possessing a real passion for customer experience, you have a talent to cultivate relationships and business opportunities within J&J, engage with a wide range of partners successfully and an inherent ability to synthesize disparate inputs into practical frameworks, strategies and solutions.

You are a self-starter and a confident leader. In addition to excellence in your craft, you are adept at cultivating relationships and new business opportunities with partners to help drive overall success.

Primary Responsibilities

  • Builds and delivers the Global Supply Chain Customer Experience Program, a fully-closed loop continual process of engaging, collecting, disseminating and actioning customer insights from across business segments in markets around the world. This includes driving the strategy for all levels of customer insights research.

  • Builds a well-rounded research proficiency with distinct areas of depth: primary/secondary research (e.g. contextual-, behavioral-, ethnographic research, etc.), quantitative research and data analytics, competitive/market intelligence, etc.

  • Leads and mentors teams through synthesis of research, developing engaging insights, narratives and strategic frameworks that will produce opportunity statements and strategies to engage key segment partners

  • Leads cross-functional collaboration to align business needs and solutions across research and development, commercial- marketing, customer experience, supply chain and external innovation within our healthcare businesses

  • Owns the technology platform strategy and execution for centralizing, aggregating, and disseminating customer experience insights (e.g., Qualtrics)

  • Develops and drives customer archetypes and customer journey maps in collaboration with commercial, supply chain and key accounts

  • Defines and implements the dissemination of our Customer Promise, review process, tool kit and metrics

  • Leads capability development to enable us to become a more customer-centric organization


  • Minimum of a Bachelor’s degree is required. Advanced degree is preferred.

  • Minimum of fifteen (15) years of experience in either strategy development, stakeholder insights, business analytics or market research is required

  • Experience in planning and driving qualitative and quantitative research and synthesis.

  • Track record of strong leadership and building successful dedicated teams is required

  • Has experience in a large, multi-national company and global corporate function

  • Experience working in a decentralized and matrixed environment

  • Strong eye for business with ability to engage and influence at all levels of management, including business leaders and C-Suite executives is required

  • Demonstrated ability to use expert judgment in critical decision-making issues impacting company reputation

  • Deep expertise in market research / insight generation, quantitative and qualitative methodologies, and data reporting and visualization is required

  • Experience with health care compliance requirements and global market research standards, including privacy and data management is required

  • Ability to interpret, manipulate and integrate disparate data sources to extract and synthesize partner insights and business strategies is required

  • Expertise in managing sophisticated, multi-dimensional projects across sectors and regions, having business impact required

  • Previous experience demonstrating expertise in budgeting, cost reduction, and cost management in identifying and aligning projects with business strategy is required

  • Exhibit expert understanding of global businesses and the implication of diverse market dynamics is required

At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional, and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.

The anticipated base pay range for this position is $152,000 to $229,000.

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/ performance year. Bonuses are awarded at the Company’s discretion on an individual basis.

Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans. Additional information can be found through the link below.

For additional general information on company benefits, please go to: - https://www.careers.jnj.com/employee-benefits

Primary Location NA-US-New Jersey-New Brunswick

Other Locations NA-United States

Organization Johnson & Johnson Services Inc. (6090)

Job Function Digital Product Development

Req ID: 2206085434W